Customer Success Manager

Summary

Join Mediafly's Customer Success team as a tech-savvy Customer Success Manager! You will ensure customer success by understanding their business needs, providing product guidance, and offering solutions to their challenges. The role involves maintaining customer relationships, increasing customer ROI, providing support and training, and collaborating with the sales team. You will also conduct onboarding, assess customer requirements, manage implementations, and participate in executive business reviews. Data analysis and effective communication are crucial. Mediafly offers a remote-based position with flexible hours, generous PTO, competitive salary, and various benefits.

Requirements

• Bachelor’s degree in technology, marketing/sales, or field or the equivalent skill and knowledge, preferred
• 3-5 years of experience working with customers in Customer Success, Sales Support, Tech Support, or Technical Account Management roles
• Experience and comfort working closely with customers, especially during support escalations
• Experience working with large and complex customers who have a range of job functions and personalities
• Superior interpersonal, listening, written, and verbal communication skills
• Ability to digest and articulate complex information
• Ability to create value from raw data
• Comfort conducting trainings and webinars for small and large groups, with the ability to adapt to the audience
• Independent judgment under minimum supervision

Responsibilities

• Maintaining relationships with key customers to establish a thorough understanding of their business needs and how our products and services can serve them
• Increasing ROI for our customers by increasing the adoption of appropriate features and best practices
• Providing support for customers by demonstrating product expertise and guiding them with best practices
• Assessing customer requirements and managing implementation work for new and existing customers
• Conducting on-boarding and training activities
• Working closely with the sales team on account plans, customer strategy, and product adoption
• Participating in executive business reviews for strategic customers
• Demonstrating mastery of our ever-evolving features and capabilities by working closely with our engineers, and using our products as part of your daily rituals
• Effectively using data, as well as customer knowledge, to create meaningful interactions with our customers

Preferred Qualifications

Knowledge of Salesforce, Gainsight, SQL, and/or Tableau is a plus

Benefits

• Remote based in US, UK and Canada
• Flexible working hours
• Generous PTO
• Competitive Salary
• 401K Retirement Plan with match
• Transparent Career Paths
• Medical, Dental, Vision
• Generous Paid Parental Leave
• Remote Stipend