Customer Success Manager

Summary

Join MyAdvice's Customer Success team as a Marketing Coach and ensure client success by acting as their trusted advisor on digital marketing. You will nurture client relationships, set goals, provide strategic reporting, identify upsell opportunities, and conduct client consultation calls. The ideal candidate has proven success in a similar client-facing SaaS role, a background in digital marketing for SMBs, and consultative sales experience. Excellent communication and collaboration skills are essential, along with the ability to handle client escalations effectively. This remote position (initially) requires expertise in digital marketing and strong client management skills. The role demands excellence and thrives in a fast-paced, high-growth environment. MyAdvice offers uncapped upsell commissions and revenue retention bonuses.

Requirements

• Demonstrate strong business acumen with data driven decision making and analytical skills
• Possess excellent verbal and written communication skills
• Experience working with US-based clientele
• 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
• 2+ years client facing experience in customer success, account management or consulting
• 2+ years managing digital marketing strategy including SEO, PPC, social media, reputation management, website consulting, local business listings, etc
• 1+ years of consultative sales experience
• Web savvy with a general knowledge of HTML, Wordpress, GSuite Products, Google Adwords, Google My Business, and Google Analytics
• High speed internet connection and dedicated work space to facilitate a remote working environment
• Legally authorized to work in India
• Available to work US office hours (9am-6pm or 10am-7pm EST)

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

Preferred Qualifications

• Degree in Marketing, Advertising, or related education
• Project Management experience

Benefits

• Base Salary: 9 -16 LPA depending on experience
• Variable Compensation: Uncapped upsell commissions and revenue retention bonuses
• Position Type: Full-time, Salaried
• Location: Remote to start, but position may be called back to the office in Bangalore. Candidate must be local to Bangalore or willing to relocate if called to work in the office
• Schedule: Monday-Friday, 40 hours per week, 9am-6pm or 10am-7pm EST with an hour break
• Travel: Requires occasional local or national travel (less than 5% of the time, if at all)