Customer Success Manager

2 weeks ago

Canada Chartbeat Inc. Full time

The Customer Success Organization is looking for an exceptional individual who is ready to impress our rapidly growing worldwide customer list, with outstanding support and attention. This individual will own the relationships with our largest customers, and have the opportunity to work with customers like CNN, the Walt Disney Company, Netflix, and other top Media organizations, and will anticipate their customers’ needs, questions, and pain-points before they happen, then arm them with the information and insights to achieve their goals. It is an exciting time to join Chartbeat, as we bring together the teams and customers of both Chartbeat and Tubular Labs - and the Strategic Customer Success Manager will have the opportunity to deliver exceptional net growth of their book of business, with a high focus on cross-sell and upsell.

The Sr. Customer Success Manager will report into the Manager, Customer Success and is responsible for managing, developing, and growing existing Strategic relationships in their region and assigned book of business. The Sr. Customer Success Manager will use systematic account management and forecasting to oversee a large base of customers to ensure timely account renewals, identify possible churns, provide product optimization, and ultimately own the net growth of their portfolio through strategic customer advocacy.

Essential Job Functions

  • Cultivate successful relationships with key stakeholders within customer organizations to ensure optimal engagement within the product and support
  • Understand the technical needs of each customer and collaborate with internal teams and external stakeholders to ensure the optimal delivery of Chartbeat and Tubular Labs solutions
  • Uncover each customer’s global and enterprise-level business goals and articulate how Chartbeat’s product suite is aligned to help exceed those KPIs
  • Identify opportunities for increased product optimization
  • Collaborate with internal teams to customize product offerings to suit individual customer needs as well as to build out and maintain custom account plans
  • Anticipate and negotiate annual renewals while continuously working with customers to assess upsell potential to optimize customer output and engagement
  • Deeply understand the competitive landscape and demonstrate proficiency in presenting Chartbeat and Tubular Labs as the optimal long-term solution
  • Proactively flag at-risk accounts and work closely with the Manager, Customer Success, Global Vice President of Customer Success and other internal stakeholders to retain accounts whenever possible
  • Identify critical opportunities for increased product optimization and engage in a consultative manner with key customer stakeholders to ensure customers get full value from their relationship with Chartbeat and our products
  • Demonstrate sincere curiosity to uncover and understand customer business challenges and a passion to exceed customer expectations via proactive engagement and trainings
  • Operate as a leader and mentor within the Customer Success Org, sharing best practices, onboarding new members of the Customer Success Team, and owning additional projects and initiatives internally to drive continued improvement
  • Travel as needed to represent Chartbeat at customer meetings and conferences worldwide

Work Experience Requirements

  • Bachelor’s degree and/or equivalent experience
  • 5+ years of B2B relationship management experience
  • Strong background in commercial Customer Success and negotiating and upselling customer contracts from initiation to close
  • Experience working with and/or for media organizations a major plus
  • Demonstrated experience with consultative relationship building, objection-handling and customer-oriented demo skills, preferably in support of SAAS, cloud, media, marketing or web-analytics platforms
  • Recognized by key customers/stakeholders as a digital media and analytics expert who can leverage that knowledge into practical customer solutions
  • Ability to work independently and to effectively handle numerous and often simultaneous priorities with stakeholders across all functions of our customer organizations
  • Proven results consistently growing a portfolio of enterprise customer relationships
  • Strong sense of urgency and resiliency
  • Excellent written, persuasive speaking, demoing and contract negotiation skills
  • Demonstrated knowledge of CRM (Salesforce) activity, opportunity and pipeline management preferred
  • Familiarity with web/media publishing technologies and debugging tools is a major plus
  • Experience working with global customers a plus
  • Demonstrated evidence of multinational experience; multilingual skills preferred including but not limited to Spanish, French, Japanese and German is a plus.

Minimum level of formal education required:

  • Bachelor’s degree and/or equivalent experience
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