Remote Senior Customer Success Manager

Summary

The job description is for a Customer Success Manager role at OfferFit, a company that uses AI testing to improve marketing campaigns. The role involves collaborating with different teams, driving customer success, and contributing to product development.

Requirements

• Entrepreneurial: you take initiative, work around obstacles, and always seek creative ways to get to the next level
• People person: you build trust-based relationships with external partners, and combine empathy with a willingness to have direct, challenging conversations
• Analytically-driven: You are able to draw insights from raw data and perform analysis that is helpful and clear to customers
• Technology enthusiast: you are passionate about new technologies and their potential to impact business-as-usual
• Structured and organized: you can structure a plan, align stakeholders, and see it through to execution
• Clear communicator: you are able to express yourself clearly and persuasively, both in writing and speech

Responsibilities

• Support CS Director to build meaningful relationships across our customers’ organization
• Work with implementation and data science teams to drive the success of AI use cases with our customers
• Work closely with the OfferFit sales team to drive renewals & upsell opportunities
• Develop deep understanding of customer business context and pain points to facilitate the strategic mapping of OfferFit value proposition
• Serve as strategic partners to guide our customers in maximizing business value from their use of OfferFit
• Conduct analyses (including using Excel, SQL) and provide data-driven presentations on OfferFit’s business impact, use case insights, and guide customers through troubleshooting
• Synthesize and communicate stories based on customer insights
• Communicate customer needs to OfferFit’s product & marketing teams to ensure a customer-centric product roadmap

Preferred Qualifications

• Prior Strategy Consulting experience preferred
• Familiarity with data science or machine learning is a strong plus

Benefits

• Generous PTO (starting at 25 days PTO per year) and Parental Leave policy (12 weeks paid)
• 100% remote work environment with flexible hours
• Quarterly gatherings where we meet in person in a different city to work together, bond as a team and celebrate our progress
• Weekly team events (lunch and learns, trivia, virtual escape rooms, town hall and team health “barometer” meetings)
• Ability to learn and develop from an experienced leadership team
• Dedication to building a strong culture (e.g., team resource groups, weekly recognitions, major life event celebrations, mental health/sustainability days off, etc.)
• [US Only] Competitive Employee benefits (major medical, vision, dental and LTD) and 401K matching program