Customer Success Manager II
RemoteSpain
Job Summary
Own client renewals, retention, and net retention targets while serving as the primary point of contact and trusted advisor for agile, technology-focused brands. Partner with Account Executives to ensure commercial alignment and drive feature adoption through shared Success Plans, strategic guidance, and enablement. Proactively analyze product usage to identify account health risks and opportunities, maintaining regular contact via check-ins, events, and Executive Business Reviews. Advocate for customers by synthesizing feedback for product development and providing continuing education to maximize usage and identify upsell potential. Coordinate seamlessly with Technical Support, Industry Solutions, and Deliverability Services to deliver support, including managing client transitions from onboarding to ongoing activity. You will likely spend time onsite with customers and may travel internationally.
Required Qualifications
- Proven track record in customer success
- Excellent written and verbal communication skills
- Unparalleled follow up skills
- Experience successfully managing complex accounts or projects with sophisticated clients, multiple stakeholders, and competing priorities
- Excellent time management skills
- Verbal and written fluency in English and Spanish
- Domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics or Programming (HTML etc)
- 2-5 years relevant experience in a related area, for example Onboarding, Customer Success, Implementations or Project Management
- Must be prepared to set a high bar for yourself and those around you
- Acting with autonomy
- Having accountability
- Being open to new perspectives
- Deep curiosity to learn
- Eagerness to share diverse passions with others
- Driven to solve exhilarating challenges
- Bias toward action in the face of change
- You will likely spend time onsite with customers and may travel [internationally]
Desired Qualifications
- Passionate about customer success
- Seeking to progress your career
- Working with agile, technology savvy scale customers with between 100 and 1,000 employees
- Known for being a team player
- Build great relationships with colleagues and customers
- High level of intellectual curiosity
- See opportunity and growth in learning more about what you do and how it impacts others
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