Customer Success Manager

Customer Success Manager

Customer Success Team

The Customer Success Manager (CSM) works closely with the Client Success Director to establish and maintain strong relationships with customers on behalf of DataDelivers. The CSM is accountable for oversight of entire client engagements, and is responsible for ensuring successful execution of deliverables, providing overall efficient account management and adherence to process.

Customer Success leadership is responsible for business development and strategic planning, but the CSM is responsible for providing leadership with support and recommendations through working with client in day-to-day interactions, identifying opportunities, and fostering conversations that lead to a growing relationship.

This position requires a passionate, self-starting individual that is able to manage multiple clients concurrently. Must be highly organized and process-driven to deliver consistent experience and service across clients.

Responsibilities:

• Establishing working partnerships with primary client leads
• Leading monthly results meetings
• Driving business by ensuring key program goals are met.
• Taking responsibility for accuracy, and timely program execution
• Strong organizational skills with ability to manage deadlines and prioritize workload and make adjustment to meet business needs
• Fostering a collaborative, energized internal team dynamic
• Maintaining account profitability through adherence to process

• Manage project plans, timelines and internal/client communications including status and next steps.

• Collaborate with Finance for invoicing and approvals.

Qualifications:

• 3+ years of proven success in customer success role
• Must have excellent oral and written communication skills.
• Bachelor's degree in marketing recommended.
• Marketing execution background a plus
• Proficient in MS Office
• Ability to lead and coordinate people and activities throughout a full solution lifecycle.

Client and Team Relationships

• Establish a trusted partner relationship with the primary client contacts

• Foster a collaborative, energized internal team dynamic
• Develop and maintain superior relationships (internal and external clients) in a collaborative work environment
• Proactive team member with a strong sense of urgency and commitment to excellence

Written and Verbal Communication (internal & external)

• Maintain excellent oral and written communication skills to communicate with internal and external clients

• Lead monthly client meetings.

Project Management

• Provide excellent project management of all account projects and deliverables.
• Commitment to following internal customer management processes.

• Strong organizational skills with ability to manage deadlines and prioritize workload and make adjustment to meet business needs.

• Responsible for coordinating and conducting meetings to DataDelivers standards

• Manage project plans, timelines and internal/client communications including status and next steps.

• Collaborate with Finance for invoicing and approvals.

Qualifications:

Required:

• 3+ years of experience leading customer-facing organizations.
• Bachelor's degree in a technical discipline or related experience.
• Proven track record in driving customer success and customer retention
• Analytical and process-oriented mindset with a deep understanding of value drivers in recurring revenue business models.
• Strong cross-functional collaboration skills.
• Proven track record of creating data driven marketing strategy.
• Excellent oral and written communication skills.

Desirable:

• Experience in managing customers within the restaurant or hospitality industry.

Other Requirements:

• Occasional travel and flexibility to work outside normal hours may be required.