Customer Success Manager

  • MarketMuse
  • Remote
  • Apr 21, 2020
Full time   Information Technology

Job Description

MarketMuse is hiring a Customer Success Manager for full-time employment. The ideal fit has experience in account planning, managing client relationships and identifying new opportunities to further utilize MarketMuse solutions.

We are an early-stage startup that is growing very rapidly, so we're looking for someone who can move fast. Compensation is competitive. Long-term hires with the company can receive equity as well.

Requirements 

  • 5+ years of successful Account Manager, Customer Success, or Onboarding Specialist experience
  • 2+ years of SaaS experience
  • Excellent presentation skills; experience/ability to communicate effectively at executive levels
  • Persuasive, results-orientated and practical, eager to build relationships
  • Superior organizational skills, especially around time-based projects with many minute and discrete tasks
  • SEO, content strategy, or intelligent content experience a BIG plus
  • Ability to see solutions in complex situations
  • Experience with leading CRM tool (i.e.: Salesforce.com)
  • Travel (est. 25%)
  • Work from Boston when not visiting clients
  • Entrepreneurial attitude and approach
  • Proficient at Excel, Gsuite, Slack
  • BA/BS degree

Responsibilities 

  • Manage a book of business comprised of customers across all subscription tiers
  • Retain revenue base by ensuring that clients not only receive their stated anticipated value but are delighted by their experience
  • Build a base of customer evangelists and communicate identification of those evangelists with the Marketing team
  • Grow revenue base by developing a keen understanding of the client's challenges and identifying new solutions that could impact the client's business goals and initiatives
  • Develop trusted advisor relationships with customer stakeholders and executive sponsors
  • Evangelize MarketMuse's product offerings, both present and future, through ongoing training and reinforcement through customer interactions
  • Accurately forecast retention, growth, and customer health on a monthly basis
  • Partner with the Sales organization to execute playbooks for client remediation, growth, and renewal
  • Work closely with the Product team to provide specific, data-based feedback about challenges and success that our clients experience when leveraging our offerings
  • Work with the rest of the Customer Success department on shared projects focused on meeting key department goals; identify opportunities for new projects and make the case of them

 

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Sales Role

Client Services