Remote Customer Success Manager

Summary

Join our Customer Success organization as a Marketing Coach to ensure client success through digital marketing software and services, nurturing long-term relationships, and driving growth for MyAdvice.

Requirements

• Demonstrate strong business acumen with data driven decision making and analytical skills
• Possess excellent verbal and written communication skills
• Mastery of phone and video call etiquette paired with strong presentation capabilities
• Ability to set clear expectations with clients
• Provide consistent follow with stellar time management, prioritization and organization skills
• Effectively explain technical concepts that might be complicated for clients to understand
• Confidence in resolving client escalations with urgency and empathy
• Thrive within a fast-paced, constantly changing, high-growth environment

Responsibilities

• Develop an expert knowledge of the MyAdvice digital marketing product and service suite
• Own the overall relationship with assigned clients to ensure their retention, growth and satisfaction
• Educate clients on their products and services to encourage software adoption
• Identify, pursue and close upsell opportunities striving to achieve monthly sales metrics
• Work to deeply understand your client’ objectives so you may help them achieve those goals
• Hold monthly, semi-monthly or quarterly calls with clients to review campaign performance
• Act as the client's trusted digital marketing advisor to guide their digital marketing efforts
• Utilize upsell skills to consult clients on new product and service opportunities
• Collaborate effectively within a small team and across departments
• Improve client satisfaction and strive to increase advocacy by turning clients into raving fans
• Drive meaningful contributions toward the key metrics for your team including logo retention, revenue retention, upsell MRR, NPS, and CSAT
• Support change as we continue to evolve and grow a world-class customer success organization
• Identify opportunities for continuous improvement with a mindset toward achieving operational excellence

Benefits

• Employer Contributed Plans: Medical, Vision, Life and AD+D Insurances
• Voluntary Plans: Dental, Critical Illness, Accident and Pet Insurances
• Unlimited Paid Time Off + 12 Paid Holidays
• Flexible Schedules + Early Out Fridays!
• 401(k) Plan with 50% Company Match (up to 6%)
• Employee Assistance Program (mental health services, financial/legal consultations and more!)
• Tuition Reimbursement Program (up to $1,800 annually) and Executive Mentorship Program
• Leadership Training Program: Learn the basics of how to lead a team! Available to all employees
• Ongoing Personalized Coaching and Career Development
• Casual Dress and Fun Work Environment (games, coffee, snacks, etc.)