Customer Success Manager

Summary

Join Demandbase as a Mid-Market Customer Success Manager and play a pivotal role in growing, supporting, and renewing customer adoption of our leading account-based GTM platform. You will partner with clients to achieve their objectives, driving adoption and accelerating time to value. This role requires strong communication, consulting, and negotiation skills at the executive level, along with a deep understanding of digital marketing and associated technologies. Success hinges on building strong client relationships, resolving issues promptly, and identifying growth opportunities. Demandbase offers a competitive compensation package and a comprehensive benefits program designed to support your health, well-being, and financial security.

Requirements

• 5+ years of relevant work experience in a strategic account management position supporting SaaS customers
• Proven success in upsell and cross-sell environments
• Experience building and coordinating internal teams and resources
• Deep Marketing Automation and/or CRM and/or Content Management Systems/ Analytics experience
• Web 2.0 savvy
• Proven experience in managing technical intangible project implementations
• Experience helping customers identify gaps in business processes and workflow
• Proven success aligning successful solutions, as well as gathering and demonstrating ROI data

Responsibilities

• Act as the primary point of contact throughout the customer lifecycle
• Drive adoption of the Demandbase Platform, measured through platform usage
• Onboard new customers
• Achieve customer goals by providing proactive ABM best practices, strategies, and use cases
• Propose creative solutions to client’s executive sponsors such that critical success issues are proactively addressed
• Identify growth opportunities within the client base and work with new business teammates to achieve growth goals
• Command credibility with senior marketing executives
• Possess a comprehensive understanding of Demandbase products and services
• Possess strong presentation, verbal, and written communication skills
• Build and maintain strong relationships with multiple contacts within the assigned customer base
• Project manage client initiatives – both internally and externally
• Resolve customer issues
• Advocate for customers internally at Demandbase
• Maintain expertise on industry trends/practices and competitive landscape
• Develop customer stories, case studies, and client references
• Other duties as assigned

Benefits

• Up to 100% paid premiums for Medical and Vision coverage
• Range of mental wellness resources, including access to Modern Health
• Flexible PTO policy
• 15 paid holidays in 2025—including a three-day break around July 4th and a full week off for Thanksgiving
• No Internal Meetings Fridays
• Competitive 401(k) plan
• Short-term and long-term disability coverage
• Life insurance