Customer Success Manager, East
Persado, United States
Job Description
Customer Success Manager
Salary Range: $95,000 - $115,000/yr base (Geographic premiums may apply)
Who We Are:
Persado is the only Motivation AI platform that enables personalized communications at scale to immediately inspire each individual to engage and act. Organizations that use Persado reach a tipping point in their ability to understand their customer, generating powerful, on-brand content and communications that drive value.
As an employer, Persado is committed to creating a place where everyone’s unique perspective is valued. We understand that our team members and our inclusive culture are what make Persado special. Persado is proud to be named on Fast Company’s World’s Most Innovative Companies list in 2020, Built In’s Best Places To Work in 2021 amp; 2022, and Comparably's Best HR Team in 2022.
What We Are Looking For:
As a Customer Success Manager, you will be responsible for partnering with both internal teams and customers to drive value through adoption of Persado’s platform. You will collaborate with customers daily to build relationships, establish success metrics amp; track results, drive utilization, bring awareness of all available Persado solutions, and uncover growth opportunities.
What You Will Work On:
- Drive customer engagement with and adoption of Persado, serving as the primary day-to-day contact for Enterprise accounts across industries
- Apply a results-oriented, methodical approach to collaboratively develop and execute an account plan that moves customers along a maturity path and delivers to their quarterly, semi-annual and annual objectives
- Be an advisor and expert on Persado products and testing methodologies: educate and onboard customers, develop users and supporters, build a story of program success, and advocate for customer needs
- Collaborate with marketing managers, analysts and deployment specialists at your customer account to identify and plan testing opportunities
- Lead weekly or semi-monthly status calls and other ad hoc working sessions (planning, support, results review). Contributing heavily to Quarterly Business Review and program governance meetings
- Be a primary owner of all daily communications with customers, including email or in-platform messaging, calls, virtual or in-person meetings as appropriate
- Identify opportunities for process or product improvements to improve customer experience and outcomes
- Use creative problem-solving to manage multiple workstreams simultaneously and deliver results in a fast-paced environment. Build and advance skills including:
- Platform analytics (ex: Google Analytics, Adobe Analytics, Bluecore, etc.)
- Build a strong understanding of cross-channel digital marketing (email, web, search, social and other paid media, mobile, etc.)
- Travel to clients as needed (up to 20% - may increase over time as we readjust post-cv19)
What You Bring:
- 4-10 years of relevant experience as a Customer Success Manager, Account Manager, or similar at a high growth SaaS, technology or digital marketing company or consultancy with large Enterprise customers
- Tech-savvy and comfortable in a role that combines elements of multiple disciplines (customer success, technology, account management, etc.)
- An analytical mindset and comfort with data and basic business math to support results processing, and business value/ROI and impact reporting. Able to navigate simple calculations and pivot tables in Excel and/or Google Sheets
What We Offer:
Achieve your life goals and work goals at Persado.
- Persado’s hybrid working model empowers both remote and in-office work equitably!
- Competitive and equitable compensation
- Generous benefits packages globally
- 401k matching (USA); Pension Scheme (Certain EU locations) to prepare for your future
- We encourage professional growth through our dedicated enablement and training teams, as well as on demand tools and resources
- $1250 Employee Enrichment Fund to pursue a passion or upgrade your home office!
- Structured onboarding program to ensure a confident start and long-term success for new hires!
- Strong emphasis on career development and mobility, continuous feedback loops and performance management
- Flexible time off to support work-life harmony (including Summer Fridays)
- #PersadoCares! 2 paid Volunteer days per year and $100 charitable donation match
- Robust Diversity, Inclusion and Belonging initiatives; culture month celebrations, monthly diverse speaker series, commitment to bias-free recruitment, ERGs (#culture, #mindsmatter, #parents, #women, #green, #pride and growing)!
- Recognition, Rewards and Ideas to