Customer Success Manager

Looking for a new opportunity at a remote-first company experiencing an exciting time of growth? Join BrandMaker, the global leader of marketing operations and marketing resource management solutions.

**About the role**

If there is one thing that we’ve learned in the last two years, it’s that change is constant. Customer needs are changing, and marketing teams are constantly finding ways to stay ahead and anticipate those changes. For them to be successful, they’ll need to be strategic about how they plan, predict, invest, measure, and optimize performance.

To build the best-in-class marketing operations suite, we’re looking for a Customer Success Manager to join our team

In this role, you will be responsible for the overall satisfaction and proactive retention of assigned customer accounts through knowledge of their core business and products. To accomplish this, you will build long-term client relationships to become a trusted advisor. You will also maintain a deep understanding of BrandMaker's solution and services offering and educates customers about the most relevant features/functionality for their specific business needs looking for opportunities to expand the existing partnership.

You are the voice of the customer (issues, feedback, and escalations) and provide internal feedback on product enhancements and how to better serve our customers.

This is a remote opportunity within North America and will work across North American and European time zones, requiring flexibility in work schedules.

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What you’ll do: *
- Develop strong relationships with our customers with the goal of maximizing the value they realize from BrandMaker
- Conduct consultative regular business reviews to identify opportunities for our clients to optimize their usage through best practice recommendations
- Identify and qualify opportunities for up-sell and cross-sell, working closely with sales to support a successful close
- Professionally manage customer and management escalations to a successful conclusion
- Problem solving to develop workarounds and solutions for unique use cases
- Act as an advocate for the customer with a view to driving improvements in process and products, external with the client and internal
- Analyze and action information from a variety of sources (including NPS surveys) to identify key leading indicators related product usage, customer satisfaction, and loyalty.
- Be an expert in Customer Satisfaction & Loyalty best practices, methodologies & industry trends
- Be an expert in our clients' business areas: marketing, marketing operations, budgeting and planning, MDF, ROI, multitouch attribution, performance management, etc.
- Work with internal teams to identify and create new initiatives to improve customer satisfaction and loyalty
- Must demonstrate working knowledge of information security, data privacy, and secure data handling processes and procedures
- On occasion, lead customer service projects in support of the full Customer base lifecycle
- You have an understanding of software-as-a-service, marketing workflow, marketing technology, and are data savvy
- You’ll also be confident in communicating with senior marketing managers in large enterprises about their marketing budgeting, planning, and ROI requirements
- You will be comfortable taking a consultative approach in advising our clients on best practices
- You work well independently in a casual yet fast-paced team environment
- You have an entrepreneurial mindset and will do what it takes to grow with our business, for the long run
- Typically you will have held a position as a marketing consultant, escalation manager, customer advocate, customer care manager, customer experience manager or similar in a software company
- Experience in dealing with customers at senior management and technical level
- Understands the role and importance of the customer support organization and able to articulate its mission and value
- Understands the roles of and builds relationships with the internal team
- Outstanding communication skills, written and interpersonal
- Ability to understand and translate complex technical assessments into business language
- Understands how to navigate the internal hierarchy of a customer in order to arrive at a successful outcome
- Have previously led Customer management and process improvement projects with successful outcomes
- Sound, principled negotiation skills

**What it’s like to work at BrandMaker**:

- We are an equal-opportunity employer and believe our diversity drives our success, which helps us create the best experiences for our customers.
- Performance-driven culture with an opportunity to work with passionate people who are goal-oriented and are aligned to building a world-class SaaS company.
- Collaborative, fun work environment, where laughing and learning go together.
- Comprehensive extended health and dental benefits.
- Discretionary/unlimited paid time off.

**What BrandMaker beli