Customer Success Manager, Enterprise (West Coast)

Attentive is an AI marketing platform focused on 1:1 personalization, redefining how brands connect with their customers. The Customer Success Manager will own 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