Customer Success Manager

Found in: Talent AU C2 - 2 weeks ago

Melbourne, Australia Selligent Marketing Cloud Full time

Marigold helps brands foster customer relationships through the science and art of connection. Marigold Relationship Marketing is a suite of world-class martech solutions that help marketers create long term customer love and loyalty. Marigold’s products address the Messaging, Loyalty and Experiences marketing offerings, to a customer base that is categorized in three segments: Enterprise, Professional and Commercial. Marigold provides the most comprehensive set of use cases for Marketers at any level. Headquartered in Nashville, TN, Marigold has offices globally across the United States, Europe, Australia, New Zealand, Malaysia, India, South America and Central America, as well as in Japan.

The Client Success Manager (CSM) manages the post-new business sales customer experience. CSM success metrics are client satisfaction, retention and growth. The CSM is responsible for the creation and ongoing management of the success plans which includes collaboration with key client contacts and internal business partners, including upsells/renewals.

A successful candidate will have the desire and ability to become an extension of the client team, understand their key objectives & priorities, associated KPIs, and assist in mapping out a path to success and a healthy return on investment.

The CSM will effectively collaborate with a wide array of internal teams (Support, Sales, Marketing, Services, Product, Compliance, Legal, Finance and Operations) to orchestrate and optimize the customer experience. 

Your daily activities will be:

Act as the Cheetah Digital point of contact accountable for the overall success of the client relationship and client satisfaction

Be client-obsessed and in constant discovery mode, working to understand the client organization, client business objectives, KPIs, competitive landscape, position in the market, the MarTech solutions in their stack and how they are managing the experience of their customers across digital channels. 

Share the Cheetah Digital vision with clients and actively working with them to maximize the value they derive from Cheetah Digital solutions

Thorough knowledge of the client business and ongoing discovery, create client-specific success plans that will be used to validate the health and success of the relationship

Establish and maintain a regular and proactive engagement across client key client stakeholders

Prepare and coordinate periodic business reviews, including working with the client to set an impactful agenda and managing internal resources to deliver

Understand clients’ technology needs and advocating for appropriate product enhancements on behalf of clients

Collaborate with internal teams and partners to optimize the client experience

Manage all commercial aspects of the client relationship, inclusive of client negotiations, internal forecasting, upsells and renewals.

Oversee a client migration or onboarding onto the Cheetah Customer Engagement Suite, working hand in hand with the Implementations team to manage client sentiment, profitability and client stakeholder relations.

Project managing renewal and upsell cycles to close on-time

Generate pipeline for expansion into new areas of our clients’ business and create opportunities for growth via expanded offerings

Ownership of risk mitigation which may include management of client facing remediation plans and internal management of action items designed resolve items contributing to retention risk

Fulfilling all internal requirements associated with keeping CRM up-to-date

Your required qualifications for this role

Bachelor’s degree/diploma or equivalent experience 

Experience managing enterprise customer relationships and success with SaaS solutions or within a Digital Agency.

3+ years of experience working within client success

Account planning experience – creation and management of account/success plans for enterprise customers

Ability to establish and foster relationships at multiple levels in an organization – from day-to-day user to the C-level

Experience managing a book of business comprised of multiple customers

Excellent written and verbal communication skills

Strong presentation and creative problem solving skills

Experience negotiating SaaS and services contracts is desired

Demonstrated ability to meet and exceed client retention and growth quotas and manage stakeholder expectations, sentiment and challenging conversations.

Self-driven with the energy and resilience to perform consistently at a high level in a fast-paced environment.

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