Senior Customer Success Manager

Summary

Join GrowthLoop, a leader in AI-powered marketing, as a Senior Customer Success Manager. You will build strong customer relationships, identify strategic opportunities, and uncover new use cases to expand the platform's impact. Responsibilities include managing customer activities, monitoring customer health, developing retention and expansion plans, owning the renewal process, identifying growth opportunities, collaborating with other teams, leading customer trainings, providing cross-departmental advocacy, developing customer advocates, collaborating with Product Marketing and Sales, designing and scaling Success operations, and traveling to meet customers. The ideal candidate has 3+ years of experience in Customer Success at a software company, particularly with enterprise-level customers in the marketing space. Strong selling skills, contract negotiation experience, and excellent communication skills are essential. GrowthLoop offers competitive benefits, including Platinum Health Insurance, a 401(k) program, flexible work style, unbounded PTO, and professional development opportunities.

Requirements

• 3+ years of experience in Customer Success at a software company, ideally having worked with enterprise-level customers at a SaaS startup and in the Marketing space
• Other experiences such as performance-driven Marketing Coordinator or Account Manager roles will be considered
• Self-driven-individual who can learn & adapt quickly, hold meaningful conversations with customer stakeholders of all seniority levels, and operate with extreme ownership and pride in their work and targets
• Ability to build strong, strategic relationships and partnerships with customers by thinking holistically about marketing use cases and technology, and how they align with the customer's overall business objectives
• Strong selling skills with demonstrated experience in contract negotiations, renewals, and expansions
• Comfort with ambiguity and adept at jumping into any customer relationship or conversation midstream
• Highly motivated  to identify process gaps, build effective solutions, and help us get 1% better every day
• Skilled communicator both verbally and in writing, with the ability to craft clear, concise emails and engage effectively in meetings
• A growth mindset, driven by the desire to deliver value, build strong customer connections, and contribute to GrowthLoop’s long-term success
• Willingness to be responsive to customers outside of normal working hours, when necessary and reasonable

Responsibilities

• Manage ongoing customer activities and relationships to drive measurable customer business outcomes & product usage, foster deep relationships and partnerships with key stakeholders, and establish referenceable customer advocacy for GrowthLoop
• Monitor customer health and engagement by leveraging internal dashboards and regular health checks to proactively identify at-risk customers. Develop and implement strategic retention, expansion, and success plans to address customer challenges and drive long-term loyalty
• Own the customer renewal process end-to-end , focusing on achieving high net retention across your book of business. Draft contracts for renewals and expansions, as needed, ensuring terms align with both customer goals and company objectives
• Identify opportunities to retain and grow accounts by aligning GrowthLoop’s solutions with key business needs, marketing use cases, strategic partnerships, and ecosystem trends
• Collaborate cross-functionally with Solutions and Support teams , when needed, to ensure swift resolution of any customer issues or questions that arise
• Co-lead impactful customer trainings with the Solutions team to ensure product enablement, adoption, and engagement for long-term success in our platform
• Provide visibility and advocacy for customer health across departments , ensuring the organization has a clear understanding of what drives product usage, customer pain, customer value, and growth opportunities in our product and services offerings
• Develop customer advocates by building trust and delivering value, preparing customers for testimonials and referrals that support GrowthLoop’s go-to-market efforts
• Collaborate with Product Marketing to generate GrowthLoop Use Case stories that can be shared widely to foster greater product usage while also assisting our Sales team to demonstrate the value current customers see in GrowthLoop today
• Design, implement, and scale GrowthLoop Success operations to enhance the customer experience, streamline internal workflows, and drive better alignment across GrowthLoop teams, all while building for the future of Customer Success at GrowthLoop
• Travel to meet our customers in person when necessary to strengthen relationships and support strategic initiatives

Benefits

• See your work impact some of the largest businesses in the world
• Spot bonuses for major milestones and product feature graduations
• Opportunities for career progression and dynamic collaboration across teams
• Equity incentives for employees making an impact
• Remote-First Culture
• Flexible schedules and goal-based workstyle
• Unbounded PTO
• Monthly Recharge Days
• Free Platinum Health Insurance with Aetna
• 401(k) Program with Generous Company Match
• Quarterly Hackathons to focus on team passion projects
• Education Stipend towards your professional development
• Work closely with our world-class executive team
• Learners’ mindset culture