Customer Success Manager

Summary

Join Experian Marketing Services as a Customer Success Manager, Emerging Vertical and play a key role in managing client relationships, driving successful partnerships, and increasing revenue. You will proactively manage end-to-end customer relationships, work closely with the Account Director on strategic accounts, and ensure continuity across various departments. Responsibilities include client management, education, contract negotiation, and support. Key metrics for success include customer renewal, revenue retention, upsell/cross-sell rates, and customer satisfaction. This role requires frequent communication, occasional travel, and gathering industry information. Success in this position requires strong relationship-building skills and the ability to navigate complex organizational structures.

Requirements

• Bachelor’s Degree or equivalent experience
• 5+ years sales/marketing experience required; Minimum 3 years’ experience as a Partner Manager, Customer Success Manager, or Account Manager
• Experience managing portfolio of revenue between $5 - $15M+ annually
• Demonstrated ability to use customer service skills to grow and cultivating client relationships
• Highly organized to manage large project portfolio with varying levels of details
• Ability to manage multiple fast-moving projects essential
• Ability to analyze data and present industry specific insights to clients
• Self-starter; genuine curiosity and passion for ad tech and marketing and drive to grow career in this industry
• Proficient in Microsoft Office Suite
• Ability to travel – approx. 25% of time

Responsibilities

• Proactively own and manage end-to-end customer relationship across a portfolio of customers utilizing Experian’s ConsumerSync and Consumer View products
• Work closely with and support your assigned Account Director on a set of named strategic accounts to drive continued growth and success
• Responsibilities include client management, education, contract negotiation, and day to day support
• Work closely with your counterparts across solutions engineering, operations, billing, and finance to ensure continuity across the business
• Communication with clients is frequent and fast moving - includes weekly status calls with and occasional travel to client locations
• Gather industry information within assigned portfolio. Including subscribing to industry newsletters, trade magazines etc
• Develop highly effective relationships across all client/prospect base and internal departments
• Cast wide and deep net at existing clients – know how to navigate organizations, ask for introductions and help; evangelize EMS across many use cases at client

Benefits

• 401K with a 4% company match with immediate vesting
• Comprehensive health, dental, and vision plans
• 5 sick days each calendar year
• 12 paid company holidays and 2 paid volunteer days
• Wellness plans, online discounts, employee discounts, pet insurance, employee stock purchase programs, and more