Senior Customer Success Manager

Summary

Join BlueConic, a high-growth SaaS martech company, as a Senior Customer Success Manager! Based remotely in Mexico City or Monterrey, you will guide enterprise customers through onboarding, define initial use cases, and understand customer goals to inform success planning. You will drive solution adoption, build strong customer relationships, and create content for QBRs and EBRs. This role also involves identifying risks to renewals, upsell/cross-sell opportunities, and soliciting customer feedback. BlueConic offers a remote-first, multicultural environment with opportunities for career advancement and the chance to work with big-name brands.

Requirements

• At least 5+ years working in a customer-facing role, such as solutions consultant, customer success, or similar—ideally with marketers and for a SaaS-based platform
• Fluency in both English and Spanish languages (verbal and written)
• Experience guiding customers to define use cases and ability to lead customers 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 customer partnerships
• Excellent written and oral communication skills
• Proven capacity to reliably manage a lot of different projects at once without falling behind or getting flustered
• Passion, enthusiasm, and eagerness to learn
• Proficiency with multiple marketing technologies, and the ability to adapt quickly to new software

Responsibilities

• Guide Enterprise customers through onboarding, which includes defining and setting up initial use cases
• Understand customer goals and apply this knowledge to inform and lead success planning, use case planning and roadmapping, and account strategy discussions
• Drive solution adoption by providing CDP best practices and solution usage maturity benchmarks, diagnosing barriers to adoption, and helping the customer address any obstacles proactively
• Build and sustain relationships characterized by expertise, partnership, and empathy with stakeholders and decision makers on your assigned accounts
• Provide ongoing use case support and key stakeholder management, including establishing recurring business reviews in conjunction with account management teams
• Create content and present QBRs and EBRs that highlight the customers use cases, the associated KPIs, and the ROI of both the BlueConic platform and the partnership with our team
• Identify risks to renewals with our customers on an ongoing basis and collaborate with internal teams to remediate customer concerns and develop success plans to mitigate escalations
• Identify upsell and cross-sell opportunities, and partner with Account Management to support those opportunities
• Manage multiple ongoing projects at varying stages
• Solicit customer feedback on product features and capabilities

Benefits

• Help build & support the best martech product ever, period
• Take advantage of great opportunities for career advancement
• Empower big name brands to achieve their marketing goals
• Be a part of a growing, remote-first team with employees based in the Netherlands, the United States, the United Kingdom, Canada, and beyond
• Thrive in a multi-cultural environment with a values-driven work culture that has been thoughtfully crafted to enable growth and foster inclusion from the very beginning