Remote Senior Customer Success Manager

Summary

Join CrowdRiff as a Senior Customer Success Manager and be the primary point of contact for clients, ensuring exceptional service and support while working closely with peers and senior leaders to drive customer satisfaction, retention, and growth.

Requirements

• 5+ years of experience in Customer Success or Account Management in a technology environment
• Experience managing a large portfolio of customers and are proficient in using data to make decisions to help with your prioritization
• Experience in a consultative sales environment and can effectively assess a customer for budget, authority, need, and timeline to ensure you are proposing the right solution or finding upsell opportunities
• Confidence speaking and presenting to Manager/Director/VPs of Marketing or Social Media
• A flexible schedule - you may work across multiple time zones
• A customer-focused, proactive attitude with the ability to be empathetic, responsive, and resourceful
• Experience with Salesforce

Responsibilities

• Proactively manage your book of business by identifying at-risk accounts
• Run structured and effective EBRs with your clients on schedule
• Proactively anticipate and then lead and direct conversations around complex problems, goals, tradeoffs, and ideas
• Able to have increasingly complex conversations around client's business, organization, financial challenges, desired outcomes, etc with senior members of the client team
• Actively contribute to team growth (e.g. helping more junior team members, suggesting improvements to processes, resources, etc) and own part or all of team projects/NCTs/deliverables
• Develop account strategy to address cancellation scenarios
• Leads cross-team strategy execution to save at-risk customers
• Be seen as a trusted advisor to our clients

Benefits

• Well-being & growth: Parental leave
• Extended learning and development opportunities through our DevDollars program
• Equity incentives
• Flexibility at work: Feel-good Fridays with every other Friday off in summer
• No-meeting Fridays year-round
• Work from home allowance + Flexible work hours
• Regular team socials & team events
• Travel: Up to 8 weeks of vacation
• Up to $3000 towards your next trip
• Travel and work from a country of your choice for 90 days
• Access to a personal travel concierge