Customer Success Manager, Digital Marketing

Summary

Join MyAdvice as a Customer Success Manager (Marketing Coach) and help our clients achieve success through our digital marketing software and services. You will be responsible for building and nurturing long-term relationships with clients, acting as their trusted advisor on digital marketing concepts, and encouraging effective product adoption. You will engage in client goal setting, provide strategic reporting, identify upsell opportunities, conduct client consultation calls, and provide product demonstrations. This role requires proven success in a client-facing role within a SaaS organization, a background in digital marketing for SMBs, consultative sales experience, and strong communication and collaboration skills. The ideal candidate will be comfortable handling client escalations with finesse and empathy, demonstrating excellent business acumen, strategic thinking, and problem-solving abilities. This is a fast-paced role within an organization that has aggressive growth goals, so you need to be excited by and thrive within a high-pressure environment under constant change and evolution.

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
• 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 the United States

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 preferred
• Project Management experience preferred

Benefits

• Employer Contributed Plans: Medical, Vision, Life and AD+D Insurances
• Voluntary Plans: Dental, Critical Illness, Accident and Pet Insurances
• Unlimited Paid Time Off + 10 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 Code and Fun Work Environment
• Core Value "Pay It Forward" Initiative, Project Fantastic (client collab) and more!