Senior Customer Success Manager, Strategic (West)

Attentive is the AI marketing platform for 1:1 personalization redefining the way brands and people connect. The Senior Customer Success Manager will take ownership of relationships with Strategic clients, leading their program strategy and ensuring alignment with customer goals throughout the client lifecycle.

Responsibilities:

• Gain the confidence of and cement relationships with customers throughout the entire lifecycle of the account including: goal-setting, value delivery, account growth, new product adoption, and renewals
• Work independently to deliver a “consultant” perspective in all customer interactions
• Regularly lead and present at customer meetings, both in-person and over video conference
• Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies
• Lead discussions with customers to probe what new products they are interested in and what integrations they might need, and translate customer feedback into specific product requirements

Requirements:

• 5+ years of CS or Account Management experience required (ideally at a marketing/software company)
• Strong understanding of growth and retention techniques and strategies
• Previously have worked closely with engineering and product teams to define requirement and implement solutions
• Comfortable learning new software (for design, data management, and internal tools)
• Experience navigating complex work processes, tight timelines, and changing teams
• Extremely detail oriented and organized
• Experience in Salesforce or related CRM tools, and Customer Service Software like Catalyst or related tools
• Interest in software and entrepreneurship