Key skills
SMS marketingEmail marketingCustomer relationship managementSalesforceAnalytical skillsSolutions-oriented mindsetProblem solvingCommunication skillsDetail orientedOrganizational skillsAICRMCommunicationProblem SolvingCustomer Success
About this role
Attentive is an AI marketing platform focused on 1:1 personalization, redefining brand and customer connections. The Customer Success Manager will take ownership of relationships with Enterprise customers, advising on marketing strategy and ensuring customer satisfaction while driving revenue growth.
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 - creating customized success plans based on customers' goals and challenges
- Develop and maintain a deep understanding of our products and the broader marketing landscape - staying up to date on industry trends and best practices
- 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
- Contribute to the continued development and improvement of the Attentive Customer experience
Requirements:
- Background in SMS and email marketing
- Strong understanding of growth and retention techniques and strategies
- Demonstrate success in managing complex strategic-level customer relationships, driving customer retention and expansion
- Solutions-oriented mindset with excellent problem solving and analytical skills
- Experience navigating complex work processes, tight timelines, and changing teams
- Extremely detail oriented and organized - excellent communication skills and the ability to build trust, strong relationships and influence across an organization
- Experience in Salesforce or related CRM tools, and Customer Service Software like Catalyst or related tools
- Comfortable learning new software (for design, data management, and internal tools)
- Open to client travel as needed