Customer Success Manager

2 weeks ago

Montréal, Canada Bizzabo Full time

The Customer Success Manager is responsible for promoting and attaining best-in-class retention, growth, and advocacy among an assigned book of business. The CSM empowers customers to run engaging and successful events on the Bizzabo platform through best practice sharing, strategic advice, consultation, and achievement of executive goals and priorities. The CSM keeps the customer on track through recurring syncs, Business Reviews, and Pre/Post Event meetings. In addition, the CSM is an expert in both the Bizzabo platform and the events industry allowing them to engage and influence leaders and executives at any level.
Bizzabo powers immersive in-person, virtual, and hybrid experiences. The Bizzabo Event Experience OS is a data-rich open platform that allows Event Experience Leaders to manage events, engage audiences, activate communities, and deliver powerful business outcomes — while keeping attendee data private and secure. Bizzabo powers the events of world-leading brands — from Fortune 100 enterprise organizations and financial institutions to creative agencies and scaling tech companies. Bizzabo was founded in 2011 by Boaz Katz, Alon Alroy, and Eran Ben-Shushan, and is headquartered in New York and Tel Aviv.

**Requirements**:
**We seek someone with**:

- Proven track record of successfully developing and managing customer relationships, including Director-level and above relationships within client organizations
- Passion for customers and problem solving
- A people person that understands technology, with strong business acumen
- Clear communicator, both written and verbal
- Strong presentation skills (web, phone, and onsite), leverage data to build EBRs and present it to the customer and/or internal stakeholders
- High technical aptitude
- Analytical mind and ability to interpret customer data and trends and provide tangible insights
- 2+ years in a CSM role
- Proven track record of exceeding expectations in a CSM role
- Strong project management skills and demonstrated ability to manage multiple work-streams simultaneously
- Event industry experience preferred but not required

*
What you'll be doing: *
Your primary responsibility is to ensure that our customers receive an outstanding customer experience. You will work with customers throughout the Bizzabo customer lifecycle to ensure the customer receives maximum value to execute successful events with our solutions. You will work with our customers to build relationships, learn about their businesses, and drive value based on our customers' defined event goals and objectives.
- Daily activities and responsibilities: _
- BE AN OWNER: Manage a portfolio of strategic/enterprise customers and execute on key objectives across the entire portfolio
- WEAR THE CUSTOMER SHOES: Develop strategic relationships with Bizzabo customers to deliver maximum value for the customer and Bizzabo. Ensure customers take full advantage of all features and services resulting in strong customer health and successful events
- RUTHLESSLY PRIORITIZE: Understand the organizational structure of the customer company, identifying the areas that present a deep strategic partnership opportunity. Build and grow multiple relationships across a customer's organization
- WRITE IT DOWN: Develop success plans and business reviews for customers that outline critical success factors, metrics for success, potential issues, and recommendations
- BETTER TOGETHER: Partner with members of Bizzabo’s Executive Leadership Team to build and maintain executive-level relationships with the customers you support
- Closely monitor customer performance (deliverability, volume, cost) and proactively manage with the customer as needed
- EMPOWER OTHERS: Work with the rest of the Bizzabo Customer Success team to implement customer-focused initiatives designed to expand Bizzabo’s revenue footprint, add business value to the customer, create and communicate best practices, and evangelize product value

Community Details and Perks:
**The Bizzabo Community**
At Bizzabo we believe that culture is more than just happy hour and a ping pong table (though we do love a good ping pong tournament), we believe that culture is everything we do and how we do it. Our values are what help to guide us in our interactions with each other, our customers, and anyone who crosses paths with Bizzabo. Bizzabo fosters an environment of communication and trust. We don’t just offer the opportunity to share ideas, we encourage you to own your ideas and bring them to fruition.

LI-MP

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