Senior Mid-Market Customer Success Manager

Iterable is the leading AI-powered customer engagement platform that helps brands create dynamic, individualized experiences at scale. The Senior Mid-Market Customer Success Manager will manage relationships with high-value Mid-Market customers, ensuring they derive maximum value from the product and expanding their use of Iterable.

Responsibilities:

• Proactively manage a book of Mid Market level ($70K - 250K+ ARR) Iterable customers
• Identify new business opportunities and develop strategic initiatives for ensuring customer retention and expansion
• Maintain a trusted advisor relationship with each assigned client
• Lead regularly scheduled check-ins, produce Executive Business Reviews (may require onsite travel), and drive client satisfaction
• Forecast retention and growth across your book of business, working closely with your Customer Account Manager (CAM) partner on expansion opportunities
• Work with the Support team and other cross functional teams to triage any issues faced by your customers
• Understand how customers are using Iterable and provide recommendations for product adoption to increase customer ROI realized with Iterable
• Serve as the voice of the customer to prioritize feature requests and platform improvements during product discussions

Requirements:

• Ability to proactively own the entire customer experience, from onboarding through expansion
• Exceptional communication and interpersonal skills
• Comfort with presenting complex information to executives
• Strong ability to understand technical concepts and problem-solve
• Desire to teach new customers about the platform
• Passion for startups, software, and SaaS products
• Willingness to travel up to 25% of the time
• Experience with email marketing, push or SMS software
• Familiarity with technologies like APIs, HTML, CSS, and Javascript