Customer Success Manager

Demandbase
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 clientโs 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 โ 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 2025โincluding 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