Customer Success Manager, Experiences

Full-time, Remote (US)
Hurry up! We’ve got a dream to build!

BlueConic is an international, high-growth SaaS company in the martech space. Built and supported by teams across the United States and around the globe, our industry-first customer data operating system empowers marketing and growth doers with an unmatched range of capabilities to access relevant customer data, create resonant customer experiences, and drive maximum returns for their business.

In this role you will support BlueConic Experiences, powered by Jebbit. Experiences by Jebbit enables marketers to create quick-start, high impact digital experiences to collect the exclusively-consented first-party data they need while delivering value that consumers want, building trusted, authentic relationships between customers and brands.

As a Customer Success Manager, you will quarterback and own the creation of value for your customers across the Customer Lifecycle. To do so, you’ll be expected to take a consultative and strategic approach, with key stakeholders across your customer base. You’ll work directly with your customers to develop unique solutions that leverage the power of the BlueConic Experiences platform to deliver tangible business results.

Employing a differentiated approach characterized by Expertise, Partnership, and Empathy, you will work with key customer decisionmakers to develop a shared success plan and strategy, to drive clear value across the Lifecycle, to run effective monthly calls and QBRs, and to ultimately drive timely renewal. You will be responsible for your own cohort of customer relationships and are accountable for Quarterly and Annual Renewal goals.

In this role you will:

• Maintain a customer-first attitude focused on driving sustainable long term value and retention through the lifecycle.
• Collaborate with the customer to understand and refine their Experiences strategy by introducing new use cases that help to uncover partnership growth opportunities (CSQOs)
• Hold effective monthly calls and QBRs throughout the customer’s lifetime with BlueConic Experiences.
• Manage and own the renewal process to drive timely and high rate renewals.
• Build short and long term success plans that help guide and educate the customer on how to mature using the BlueConic Experiences platform. These plans will further highlight new use cases that help drive overall partnership growth (CSQO's)..
• Support customers with any mid-cycle contractual negotiations and billing queries they may have. 
• Establish, own and nurture key stakeholder and executive relationships across the customer organization.
• Manage internal communications to enable high quality value creation (support, onboarding, professional services, sales, product, marketing).

You have:

• Experience: At least 2+ years account management and/or CSM experience. Experience with account/success planning, renewal process and forecasting and/or background in software preferred
• Communication: Clear and articulate communication skills with the ability to effectively communicate BlueConic’s operational and strategic impact across the Path to Value 
• The ability to ensure value is driven in alignment with key business objectives and demonstrated across the right levels of the customer’s organization
• Sales Acumen: Thorough understanding of an Enterprise organizations structure and contracting processes 
• Marketing Savviness: High marketing strategy IQ and the ability to navigate large, complex marketing structures
• A customer obsession with passion around helping companies transform their businesses with a first party data strategy
• Proficiency with and practical knowledge of multiple marketing or data technologies, and the ability to quickly adapt to new martech products
• Problem Solving Skills: Able to clearly identify a problem, propose a solution, and resolve the issue
• Determination: Willing to go the extra mile with a strong work ethic; self-directed and resourceful
• Collaboration: You will need to work cross departmentally and be the voice of the customer. It is crucial you can lead others towards a common goal, strategize with senior leadership and build strong relationships with champions in accounts to ensure adoption and success with BlueConic
• Interpersonal skills and strive to maintain relationships with your customers and colleagues. You have a strong presence in meetings, on calls, etc.
• Adaptability: Resilience to thrive amidst the frequent changes of a rapidly growing company