Manager, Strategic Customer Success

Summary

Join Chartbeat's Customer Success Organization as a Manager, leading a team of Customer Success Managers and overseeing a growing global customer base. You will be responsible for strategic account management, forecasting, and ensuring timely renewals. This role requires strong leadership skills, experience in B2B relationship management, and a deep understanding of the media industry. You will work closely with internal stakeholders to achieve growth goals and proactively identify opportunities for product optimization. The position offers a competitive compensation package, including comprehensive benefits and flexible work arrangements. Chartbeat is committed to fostering a diverse and inclusive workplace.

Requirements

• Bachelor’s degree and/or equivalent experience
• 5+ years of B2B relationship management experience
• 3+ years of people management or team leadership
• Demonstrated experience with consultative relationship building, objection-handling and customer-oriented demo skills, preferably in support of SAAS, cloud, media, marketing or web-analytics platforms
• Recognized by key customers/stakeholders as a digital media and analytics expert who can leverage that knowledge into practical customer solutions
• Ability to work independently and to effectively handle numerous and often simultaneous priorities with stakeholders across all functions of our customer organizations
• Proven results consistently growing and managing a portfolio of enterprise customer relationships
• Strong sense of urgency and resiliency
• Excellent written, persuasive speaking, demoing and contract negotiation skills

Responsibilities

• Lead a Customer Success team and drive accountability to company-wide and departmental goals, initiatives, and exceptional attention to best practices and standard operating procedures set by the Vice President, Customer Success
• Take ownership of team-wide projects and partner with peer Managers, Customer Success on leadership initiatives, definition and iterating new processes
• Deeply understand the Chartbeat and Tubular Labs product value proposition, and proactively work internally and externally to support customers meeting their needs with Chartbeat
• Cultivate successful and elevated executive relationships with key stakeholders within the Customer Success team’s customer organizations to ensure optimal engagement within Chartbeat; lead by example through cultivating customer relationships
• Proactively identify macro opportunities for product optimization, and act as a partner to the Product and Engineering leadership to prioritize customer requests and needs
• Accurately forecast renewal activity and lead the Customer Success team to negotiate annual renewals, maintaining a best-in-class Gross Retention Rate
• Proactively flag at-risk accounts within the Customer Success team’s book of business, identify trends in customer buying behaviors, and work closely with the Vice President of Customer Success and other internal stakeholders to deliver Gross and Net Retention results for the assigned book of business and Customer Success team
• Lead strategic account mapping for your assigned book of business, and manage the Customer Success team to maintain and iterate as our customers’ organizations evolve and grow
• Demonstrate sincere curiosity to uncover and understand customer business challenges and a passion to exceed customer expectations via proactive engagement and trainings
• Travel as needed to represent Chartbeat at customer meetings and conferences worldwide

Preferred Qualifications

• Experience working with and/or for media organizations a major plus
• Demonstrated knowledge of CRM (Salesforce) activity, opportunity and pipeline management preferred
• Familiarity with web/media publishing technologies and debugging tools is a major plus
• Demonstrated evidence of multinational experience; multilingual skills preferred including but not limited to Spanish, French, Portuguese, Japanese and German is a plus

Benefits

• Comprehensive Health, Dental, and Vision Insurance
• 401K with company match (100% of the first 3% and 50% of the next 2%)
• Fully Paid Parental Leave - 18 weeks for birthing parents, 12 weeks for non-birthing parents
• Phone and internet stipend
• Wellness, learning, and coworking reimbursements
• Flexible work hours
• Unlimited PTO
• 11 paid holidays and December holiday closure
• Company-wide outings
• The salary range for this position is $150,000-$170,000 base plus variable compensation