Customer Success Manager

The Customer Success Manager (CSM), reports directly to a Senior Customer Success manager and is the relationship owner, the primary point of contact, and the internal advocate for our enterprise Brands and recurring revenue clients. Partnering with the Sales team for pre-sales demos and owning the account post-sale, the CSM is responsible for managing onboarding, training, and the foundation for a long-term successful engagement.  

The CSM is responsible for nurturing the relationship post-onboarding by creating customized relationship journeys full of proactive touch-points, continued training, learning, consultation, and acting as the Subject Matter Expert (SME) for the client and their usage of the XR Platform and services. Internally, the CSM is the client’s advocate, working cross-departmentally with all groups that touch the client’s business to understand and improve products, services, workflows, communication, opportunities, or solutions for the client. This role is also revenue-responsible; instrumental to renewals, growth, and additional services or features where they fit into the client’s needs. 

Team members in this role are passionate about Clients and their experiences. They are strategic problem solvers: organized, analytical, and thoughtful. They are team players who are comfortable taking the lead or working independently. Their high EQ and interpersonal skills make them a trusted resource internally and externally, and they are frequently considered someone you can depend on for a creative solution, a thoughtful response, or a listening ear. 

Job Responsibilities: 

• Cultivate and own close client relationships with multiple stakeholders including C-level, executive personas, decision-makers, relationship owners, etc. 

• Create customized Customer Success plans for enterprise clients that dictate scheduled touch-points for proactive outreach, including weekly, monthly, or quarterly calls, video or in-person meetings. 

• Conduct and coordinate client onboarding sessions, as well as continued training sessions for the suite of XR products and offerings. 

• Drive client engagement, adoption, and retention by understanding client business needs and goals; helping them to high levels of success using XR products and services  

• Develop deep insight and knowledge of the client's teams and operational structure by building a network of relationships. 

• Present Quarterly Business Reviews (QBRs) to clients, and share suggestions and optimal solutions. 

• Proactively maintain a high knowledge level of all supported services, products, and projects for clients. 

• Advise clients of existing resources such as platform guides, knowledgebase articles, tutorials, and how-to-videos, or work with internal teams to create where needed. 

• Work with departmental leaders, product owners, and marketing to create personalized communication focused on company initiatives, changes or improvements to existing products in use, new features and products they might find useful, etc. 

• Represent the Voice Of the Customer (VOC) to provide input into core products, marketing, sales processes, and service improvements that may enhance the client experience. 

• Act as the Subject Matter Expert (SME) on client-specific items, including acting as an escalation point for internal teams on business rules and best practices. 

• Collaborate with and guide internal teams supporting clients or projects, including Activation Management & Campaign Services (SME), Center of Excellence, Insights (Reporting), Product, Development, Sales Operations, and Technical Support. 

• Partner with the Deal Desk to ensure optimal account performance, and present renewals to existing clients that are aligned with ER strategy. Work with clients on other contractual initiatives such as amendments, SOWs, SLAs, etc with the Legal/Contracts team. 

• Align with a sales counterpart to upsell and cross-sell additional products or services to contribute to the client’s success. 

• Assist Sales and Marketing in managing and executing RFP requests. 

• Minimum 4 years experience in B2B/Enterprise Customer Success management or 6 years of experience managing large client accounts, preferably in the advertising space. Must validate prior experience with Executive and/or C-suite leaders. 

• A record of success in turning clients into company advocates. 

• A strong passion for the client’s experience, with the ability and willingness to engage directly with clients. 

• In-depth knowledge of the advertising production industry with experience in creative logistics and campaign management, or demonstrated ability to quickly and effectively learn various products and services. 

• Comfortable leading client workshops, onboarding sessions, and meetings. Provide clients with ongoing training sessions for XR products and offerings. 

• Act as the Subject Matter Expert (SME) on client-specific items, including acting as an escalation point for internal teams on business rules and best practices. 

• Ability to identify case studies and work with clients to get approval to use their names and logos in said studies.  

• Accountability, and comfort in being the face of both good and bad news to the client. 

• Exceptionally high EQ and ability to understand verbal and non-verbal feedback from external and internal stakeholders to properly assess and understand complex situations. 

• Attention to detail and organizational skills. 

• Ability to communicate across all departments and levels, providing difficult-to-deliver feedback where needed (delicately). 

• A knack for taking initiative and prioritizing key deliverables while working independently or collaborating with a team. 

• Strategic problem-solver, who is open to coaching and training. 

• Expertise in effectively upsell and cross-sell additional services that would support the specific Client's needs. Act as a Revenue driver and identify upsells to bring sales leads 

• Familiarity with working within CRMs, Support Ticketing Systems, or other important tools for tracking user relationships and engagement 

• Proficient in MS Excel, PowerPoint, Google Business Suite, data analysis, and visualization tools 

KPIs 

Outlined below are some of the metrics you will be responsible for: 

• User engagement - % and number of active users per month 

• Net Promoter Score (NPS), Customer Satisfaction Score (CSAT) and other client feedback 

• Revenue growth 

• Conversion rate 

• Client churn rate  

• Case Studies