Customer Success Manager

Summary

Join us and help us create the best content, everywhere that matters. We are a fully distributed company with team members located across North America, Latin America, and Europe. As a Customer Success Manager, you will be responsible for managing customer accounts, creating impactful content calendars, and ensuring customers' success on the Graphite platform.

Requirements

• 2+ years of experience driving impact in a strategy role, including Content Strategy, Marketing, Sales, and/or Customer Success
• Business Know-How: Ability to quickly understand a customer's business model in order to recommend strategies and tactics that will drive revenue for the business
• Know how to identify blockers: Identify current and potential blockers that get in the way of the client reaching their goals
• Capacity to solve problems: Clearly explain blockers to the customer with examples and actionable next steps
• Excellent project management skills: Knowing when and how to motivate our customers to implement recommended steps that we know will result in impactful outcomes
• Ability to contextualize: Be fast to understand every customer's business model and end goal and have that as a guiding start when making content strategy recommendations
• Excellent time management skills: Juggle 10-15 clients, knowing when accounts need extra time and being able to prioritize that effectively
• Excellent communication: Ability to adapt communications for different audiences, such as executives and copywriters and various formats such as email or live meetings
• Capacity to create SEO-optimized content: Proven experience or demonstrated ability to create content from scratch. Understanding what it takes to make content, from the ideation to choosing the best formatting, to publishing
• Marketing ROI Understanding: Basic understanding of marketing channels and how and when they result in ROI for clients

Responsibilities

• Be the primary owner of customer accounts, ensuring customers are successful on the Graphite platform
• Own multiple Key Performance Indicators for owned accounts: including success milestone complete, health score, renewals, and revenue expansion
• Organize an impactful content calendar that balances the customer’s brand priorities, relevant content categories, different page types and operational constraints
• Choose strategic content topics that balance the customer’s brand priorities and SEO metrics
• Guide the customer in creating premium editorial content, including recommending SEO best practices like titles, keywords and linking, but also content marketing best practices such as focusing on the right persona and having a fluid article structure
• Monitor the performance of the customer's site and have the ability to report on early success signals, including being capable of adapting a basic growth projection model to different customers and walking them through it

Benefits

• Flexible Work Environment - Everyone’s optimal work style is unique. We operate as a distributed team across the United States, Canada, Latin America and Europe
• Vacation & Time Off - In order to be the best version of yourself, you need time to recharge. We offer flexible PTO. Take time when you need it
• Benefits - We will ensure you have quality health care coverage and opportunities to further your education