Senior Customer Success Manager

Summary

Join BlueConic, a high-growth international SaaS company in the marketing technology sector, as a Senior Customer Success Manager! You will guide enterprise clients through the onboarding process, defining and configuring initial use cases. Responsibilities include identifying client objectives, driving solution adoption, developing strong client relationships, and creating reports highlighting client success. This remote role (Mexico City or Monterrey) requires at least 5 years of relevant experience, fluency in English and Spanish, and proven leadership skills. BlueConic offers opportunities for professional growth, a remote-first work environment, and a diverse, inclusive culture.

Requirements

• At least 5 years of experience working in a client-facing role such as a solutions consultant, customer success, or similar, ideally with marketing professionals and for a SaaS-based platform
• Fluency in English and Spanish (verbal and written)
• Experience guiding clients in defining use cases and ability to guide clients through strategic discussions
• Exposure to front-end development concepts such as HTML, CSS, and JavaScript
• Hands-on experience working with Customer Data Platforms, digital analytics, personalization/tag management, campaign management, and/or web-based technologies
• Proven leadership roles in client partnerships
• Excellent written and verbal communication skills
• Proven ability to reliably manage many different projects at once without falling behind or getting flustered
• Passion, enthusiasm, and a desire to learn
• Competency in multiple marketing technologies and ability to quickly adapt to new software

Responsibilities

• Guide enterprise clients through the onboarding process, including defining and configuring initial use cases
• Identify client objectives and apply this knowledge to inform and direct success planning, and define the action plan for use cases and account strategy discussions
• Drive solution adoption by providing CDP best practices and solution usage maturity benchmarks, diagnosing adoption barriers, and helping the client proactively address any obstacles
• Develop and maintain relationships characterized by expertise, camaraderie, and empathy with stakeholders and decision-makers in your assigned accounts
• Provide ongoing support for use cases and key stakeholder management, including establishing recurring business reviews alongside account management teams
• Create content and present quarterly and executive reports to highlight client use cases, associated KPIs, and ROI of both the BlueConic platform and the partnership with our team
• Continuously identify risks to renewals with our clients and collaborate with internal teams to remediate client concerns and develop success plans to mitigate escalations
• Identify upsell and cross-sell opportunities and collaborate with account managers to support those opportunities. Manage multiple concurrent projects in various stages
• Solicit client feedback on product features and capabilities

Benefits

• Help build and support the best marketing technology product ever, period
• Leverage great opportunities for career advancement
• Empower great brands to achieve their marketing goals
• Be part of a growing, remote-first team with employees based in the Netherlands, US, UK, Canada and beyond
• Thrive in a multicultural environment with a values-based work culture that has been carefully designed to enable growth and foster inclusion from the start