Customer Success Manager

Summary

Join Experian Marketing Services as a Customer Success Manager and play a key role in managing client relationships, driving successful partnerships, and generating revenue. You will be responsible for managing a portfolio of customers using Experian's ConsumerSync and Consumer View products, working with Account Directors on strategic accounts, and ensuring client satisfaction. This role involves client management, education, contract negotiation, and day-to-day support, with a focus on customer renewal, revenue retention, upselling, and cross-selling. You will collaborate with various internal teams to ensure seamless operations and communicate frequently with clients, including weekly status calls and occasional travel. You will also gather industry information, develop relationships across client and internal departments, and promote EMS across various use cases.

Requirements

• Bachelor's Degree or equivalent experience
• 3+ years sales experience required; Minimum 3 years' experience as a Partner Manager, Customer Success Manager, or Account Manager
• Experience managing portfolio of revenue between $2 - $10M+ annually
• Experience using customer service skills to grow and cultivate client relationships
• Experience managing large project portfolio with varying levels of details
• 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
• Ability to travel – approx. 25% of time

Responsibilities

• Own and manage end-to-end customer relationship across a portfolio of customers using Experian's ConsumerSync and Consumer View products
• Work 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
• Key metrics for success are customer renewal rate, revenue retention rate, upsell/cross-sell rate, and customer satisfaction
• Work 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 and trade magazines
• Develop 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; promote EMS across many use cases at client

Benefits

• Great compensation package and bonus plan
• Core benefits including full medical, dental, vision, and matching 401K
• Fully remote environment
• Flexible time off including volunteer time off, vacation, sick and 12-paid holidays