Senior Mid-Market Customer Success Manager

Summary

Join Iterable's Customer Success team as a Mid-Market Customer Success Manager and manage relationships with high-value ($60K+ ARR) customers. Build strong partnerships by ensuring customers maximize product value, developing relationships with daily users and executive stakeholders to expand product use and increase ARR. This role requires a solutions-oriented approach, prioritizing customer needs, and experience navigating large organizations to identify key stakeholders. You will partner with the Product Team to provide client feedback, ensuring the Iterable platform meets the needs of sophisticated brand marketers. Iterable values a growth mindset, encouraging employee development. The company offers competitive salaries, equity, and benefits, including paid parental leave, medical insurance, and professional development allowances.

Requirements

• Experience in a B2B Customer Success role at a SaaS company
• Experience consulting business executives and stakeholders at enterprise organizations
• Have technical knowledge and problem solving skills
• Desire to teach new customers about the platform
• Passion for working in a fast growing organization
• Experience working with software platforms and SaaS products

Responsibilities

• Manage a book of Mid-Market-level ($60k+ ARR) Iterable customers
• Understand how customers are using the product and find ways for them to increase their return on investment
• Partner with Account Managers to drive customer expansion and renewals
• Lead scheduled check-ins, QBRs, and monitor client satisfaction
• Be the voice of the customer to prioritize feature requests and platform improvements during product discussions
• Identify new business opportunities and develop strategic plans for ensuring customer retention and expansion
• Gain deep knowledge of the Iterable platform and assist clients with executing their use cases

Preferred Qualifications

• Experience with email marketing, push or SMS software
• Familiarity with technologies like APIs, HTML, CSS, and JavaScript
• Experience negotiating contract with executives or procurement managers

Benefits

• Paid parental leave
• Competitive salaries, meaningful equity, & 401(k) plan
• Medical, dental, vision, & life insurance
• Balance Days (additional paid holidays)
• Fertility & Adoption Assistance
• Paid Sabbatical
• Flexible PTO
• Monthly Employee Wellness allowance
• Monthly Professional Development allowance
• Pre-tax commuter benefits
• Complete laptop workstation