Customer Success Manager
Posted Updated
Description
- Manage a portfolio of client relationships and act as their trusted strategic advisor
- Own retention, renewals, and expansion opportunities within your book of business
- Identify opportunities to increase platform adoption, expand channel usage, and drive revenue growth
- Partner with clients to develop and execute data driven marketing strategies across email, SMS, and other addressable channels
- Guide clients in building customer journeys, lifecycle marketing programs, and campaign strategies
- Lead regular client meetings including Quarterly Business Reviews (QBRs) focused on performance, growth opportunities, and marketing strategy
- Lead collaboration across Solutions Consulting, Product, Operations, and Support to ensure successful delivery of client initiatives
- Coordinate internal teams to deliver scoped services with a focus on quality, efficiency, and outcomes
- Translate client goals into clear requirements and actionable plans for internal teams
- Drive adoption of new features and capabilities
- Educate clients on platform best practices and emerging marketing trends
- Provide feedback to Product and internal teams based on client insights
- Oversee client billing, budgeting, and forecasting processes as needed
- Ensure timely follow-up and resolution of client issues in partnership with internal teams
- What Success Looks Like;
- Clients view you as a trusted advisor and strategic partner
- High customer satisfaction and NPS across your portfolio
- Strong retention and renewal rates
- Consistent expansion through upsell and cross-sell opportunities
- Increasing platform adoption and feature utilization
- Excellent communication and relationship management skills
- Strong organizational and presentation skills
- Familiarity with customer journey development and lifecycle marketing strategies
- Bachelor’s degree in Marketing, Business, or a related field
- Proficiency with Excel, PowerPoint, and Word
- Experience with marketing automation or ESP platforms
- Experience working with email and digital marketing programs
- Experience managing multi-channel or omnichannel marketing campaigns
- 3–5 years of experience in Customer Success, Account Management, or digital marketing