Customer Success Manager

Summary

Join Demandbase as a Mid-Market Customer Success Manager (CSM) and play a pivotal role in growing, supporting, and renewing customer adoption of our leading account-based GTM platform. Partner with clients to achieve their objectives, driving customer adoption and accelerating time to value. You will consult and negotiate with C-level executives, articulating the value of Demandbase solutions and guiding customers toward platform adoption. Success hinges on promptly resolving customer issues and building strong, trusted advisor relationships. A deep understanding of digital marketing and associated technologies is crucial, along with proven account management and renewal expertise. This role offers a competitive base compensation range of $82,000-$120,000, not including bonus, and a comprehensive benefits package.

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
• A range of mental wellness resources, including access to Modern Health
• A 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
• A competitive 401(k) plan
• Short-term and long-term disability coverage
• Life insurance