Customer Success Manager

Summary

Join CyberRisk Alliance's Customer Success team as a Customer Success Manager, working remotely or in NYC. You will be the primary client program manager, building relationships and ensuring successful program delivery across various media. Responsibilities include creating detailed program plans, collaborating with multiple teams, maximizing client value, and utilizing project management software. The role requires high emotional intelligence, strong communication skills, and 5+ years of direct customer support experience. Experience with media products, CRM (Salesforce), and project management software (Monday.com) is highly desired. The NYC compensation range is estimated at $65,000 to $70,000, excluding benefits.

Requirements

• High emotional intelligence
• Empathy and thoughtfulness in customer interactions
• Agility and flexibility
• Highly organized and detail orientated
• Articulate and creative communicator with excellent writing and grammar skills
• Project manager with a proactive approach to challenges
• 5+ years direct customer support experience
• Comfortable with cross-team influencing
• Demonstrated interest or experience in leveraging AI technologies to drive innovation, efficiency, and value creation
• Ability to adapt to a fast-paced environment and stay updated on industry trends and advancements in AI technology

Responsibilities

• Create detailed program plans for clients based on internal processes and deadlines
• Collaborate effectively with teams across the organization including sales, production, content, marketing, and audience to ensure all deliverables and program components are completed on time
• Ensure that customers derive maximum value from their investments with us and fully leverage our products on an ongoing basis
• Utilize our project management software and CRM systems to the fullest to document and communicate client interactions
• Work with Client Success colleagues and others to continuously improve and document our processes
• Be a customer advocate across the business to ensure the best possible customer experience

Preferred Qualifications

• Experience with media products a huge plus
• CRM experience (Salesforce a plus)
• Project management software experience, especially Monday.com

Benefits

Compensation range of $65,000 to $70,000 (NYC)