Manager, CSMs

Full-time, Boston, MA or Remote (US)

Hurry up! We’ve got a dream to build!

BlueConic is the market-leading customer data platform, which gives marketers the power to liberate their data and use it to improve marketing outcomes. Our clients use BlueConic to unify individual-level data and use that single view across channels. Our SaaS platform is the solution for challenges marketers haven’t been able to solve for years. We’re headquartered in Boston, and our development team works in the Netherlands. With nearly 300 brands using the platform, our work is experienced by millions.

About the job

We are looking for an experienced manager to join our fast-growing Customer Success organization and lead a team of Customer Success Managers. While collaborating with the entire CS organization, you’ll be focused on supporting and growing a team of CSMs who work with non-enterprise customers using BlueConic’s CDP. You will help tailor the customer journey for scale and develop and implement critical, standardized CSM-led activities. You will manage a diverse team of talented CSMs, supporting their development through mentorship and ongoing coaching. Our Customer Success team drives use case development and guides customers through a holistic customer journey, ensuring they can achieve their business objectives and ultimately realize the value in using BlueConic. Our Customer Success Managers play a critical role in helping Customers translate business challenges into platform capabilities, operating as strategic partners to help their Customers succeed in their various growth initiatives.

In this role, you will:

• Collaborate closely with the VP of Customer Success, to help grow the CSM team members by delivering effective feedback, coaching, enablement, and recognition.
• Execute strategic initiatives to optimize the team’s onboarding process and better the CSM organization.
• Partner with the VP of Customer Success to evolve our customer journey by increasing the use of digital resources designed to drive adoption, usage, and long-term success.
• Work cross-functionally across Customer Success, Account Management, Support, Marketing, Partner Management, and Product teams to develop thoughtful and innovative approaches for driving success with customers at scale.
• Define and launch Customer initiatives focused on increasing product adoption and engagement and deepening the depth of product usage.
• Support the team in prioritizing their time, activity, and engagement with customers.
• Serve as the voice of the customer with cross-functional and leadership teams by engaging in product discussions, translating customer usage and feedback into potential feature ideas.
• Employ a player/coach model by coaching team members and managing customers directly as their CSM.

You have:

• At least 3-5 years of experience working in Customer Success at a SaaS company.
• A track record of customer retention and expansion, and the ability to coach a team on these skills and best practices.
• Experience supporting customers implementing a complex SaaS product.
• Experience leveraging frameworks to help customers expand product adoption and utilization.
• A detail-oriented nature; you’re a resourceful and creative problem solver who never loses sight of the “why.”
• Thrive and lead effectively in a highly dynamic, rapidly changing, and fast-paced environment
• Analytical and comfortable using data to inform decisions and prioritization.
• Execute with excellence using process and project management rigor.
• A mind for Martech technology. We’ll teach you about BlueConic’s CDP, but knowledge of the Martech space is ideal.
• Familiarity with HTML, CSS, JavaScript, and APIs.
• High level of organization and attention to detail - you take ownership of customer and employee situations and see everything through to resolution.
• Ability to build strong stakeholder relationships across Sales, Customer Success, Account Management, Professional Services, Support, Marketing, and Partner Management.
• Experience staffing and managing projects both internally and externally.
• Desire to mentor direct reports and help them succeed in their growth.
• Ability to work autonomously and can calmly handle high-pressure situations.

You will be a great fit if you:

• Are passionate about making customers successful.
• A people leader who enjoys growing team members’ careers.
• Are a strategic thinker and love finding ways to expand and strengthen customer relationships.
• A player/coach who can guide team members, roll up your sleeves when needed, and lead customers.
• Have experience leveraging CS tools to ultimately drive customer engagement.

About BlueConic:

BlueConic is the market-leading customer data platform, which gives marketers the power to liberate their data and use it to improve marketing outcomes. Our clients use BlueConic to unify individual-level data and then use that single view across channels. Our SaaS platform is the solution for challenges marketers haven’t been able to solve for years. We’re headquartered in Boston and our development team works from the Netherlands. With more than 300 brands currently using the platform, our work is experienced by millions.

As a group, we are driven by “building the dream” - the collective passion, ethic, vision, and set of values channeled by a group to achieve a common goal of being extraordinary. Our goal is for BlueConic to be a fun, productive, welcoming, and safe space where BlueCrew members of all races, gender identities, gender expressions, sexual orientations, physical abilities, physical appearances, socioeconomic backgrounds, life experiences, nationalities, ages, religions, and beliefs are empowered to be able to make an outsized impact every day – for customers, for partners, for employees.

To join the BlueCrew is to:

• Enjoy hard work and seek out a challenge.
• Care deeply about your colleagues, the mission, and your results.
• Draw energy from the task at hand and radiate it to motivate the people around you.
• Have amazing ideas and be able to bring them to fruition.
• Prioritize hustle over title and results over resumes.
• Balance the pragmatic and systematic, repeatability and opportunism.
• Refuse to compromise on quality, honesty, or dedication.
• Insist on the highest caliber deliverables, especially when sharing externally, even when it seems excessive or nit-picky.