Customer Success Manager, Travel & Hospitality, Entertainment, F&B+

As a Customer Success Manager at Attentive, you will play a crucial role in ensuring that customers succeed with our AI-powered platform. You'll assist clients in onboarding, integration, account growth, and new product adoption across our key verticals like Travel & Hospitality and Entertainment. By building strong relationships, you'll advocate for customer needs and help develop strategies to drive their ongoing success.

To be considered for the Customer Success Manager position at Attentive, candidates should have 2-4 years of account management experience, ideally in a marketing or software-focused role. Direct experience with customers in the Pro Sports and Entertainment space is beneficial. A strong understanding of customer success techniques and familiarity with tools like Salesforce are essential to thrive in this role.

Attentive's Customer Success team provides comprehensive support by acting as trusted consultants to clients. This includes regular meetings, analyzing customer usage, and collaborating cross-functionally with sales, marketing, and product teams to address client needs effectively. The goal is to foster long-term relationships and ensure customers achieve success with our platform.

As a Customer Success Manager at Attentive, you will have the opportunity to grow your career by refining customer success strategies and playbooks for emerging verticals. You also have the potential to work closely with the executive team, influencing product development based on customer feedback, thereby positioning yourself as a key player in the company’s growth.

During the interview process for the Customer Success Manager role at Attentive, candidates can expect to engage with various team members. The process may include technical assessments to gauge your understanding of customer success practices, situational interviews to assess your problem-solving capabilities, and discussions about your experience working with clients in relevant industries.

For the Customer Success Manager role at Attentive, the base salary for US-based applicants ranges from $80,000 to $115,000 annually, plus bonuses, commissions, equity opportunities, and benefits. This compensation package reflects our commitment to attracting top talent while fostering a rewarding environment for our employees.

At Attentive, we pride ourselves on our commitment to diversity and inclusion. We actively promote a fair and equitable workplace, welcoming applicants from diverse backgrounds. Our employee resource groups and policies are designed to ensure that every individual feels valued and has the opportunity to thrive within the organization.

Managing customer relationships effectively involves proactive communication, setting clear expectations, and being attentive to their needs. You should draw on past experiences where you've successfully navigated client challenges and provided solutions, demonstrating your ability to advocate for customers and build trust.

When answering this question, provide a specific example where you identified a gap in service or performance. Explain the actions you took to resolve it and the positive outcome resulting from your efforts. Highlight the skills you used, such as communication, analytics, and collaboration across teams.

To understand customer needs, it’s important to engage in regular check-ins and ask the right questions. Employ active listening and empathy to gather insights about their pain points. Share your process for gathering customer feedback and how you’ve translated that into actionable strategies in previous roles.

When managing multiple accounts, prioritize tasks based on urgency and impact. Use tools or systems to track progress and deadlines while ensuring consistent communication with clients. Discuss any specific time-management tools or strategies you utilize to maintain organization and efficiency.

Handling difficult conversations requires tact and empathy. Focus on understanding the customer’s concerns first, acknowledging their feelings, and then working collaboratively to find a solution. Provide an example of a challenging scenario and how you navigated it to reach a positive resolution.

Feedback is crucial in developing a customer success strategy. Discuss how you collect, analyze, and implement customer feedback to improve service delivery and product offerings. Give examples of how customer insights have led to tangible changes in your previous work.

In your response, detail a situation where you influenced product or service changes based on customer feedback. Highlight your approach in rallying support from internal stakeholders and the positive outcome that resulted from your advocacy.

Discuss any CRM tools, project management software, or customer feedback platforms you’ve used. Mention how these tools helped you monitor customer engagement and success metrics, and how they can be applied in the Customer Success Manager role at Attentive.

Staying up-to-date with industry trends requires continuous learning. Mention how you utilize resources such as webinars, professional networks, and industry publications. Provide an example of how staying informed led to innovation in your customer strategies.

When answering this, connect your personal values and professional experiences with Attentive’s mission. Emphasize your passion for client success, your ability to foster strong relationships, and your extensive understanding of marketing and software, along with your eagerness to learn and adapt.