CyberCoders Customer Success Manager - Retail Brands, SaaS, Personalization in Somerville, Massachusetts

Customer Success Manager - Retail Brands, SaaS, Personalization Customer Success Manager - Retail Brands, SaaS, Personalization - Skills Required - Client Retention/Expansion Assessment/Solutions, High Growth SaaS Solutions, Clothing/Sporting Goods/Consumer Products Vertical, Customer Advocate to Enterprise Client Orgs, Web Page Design/Websites/Mobile Web/Apps, Demand Generation/User Testing, eCommerce Conversion Rate Optimization, Supporting Sales in Retaining Clientele, Client Success/Customer Experience, Success Metrics Owner/Client Advocate/Onboarding

If you are a Customer Success Manager with experience, please read on!

Based in Somerville, MA, we are a successful, high growth startup in the SaaS Retail Solutions & Personalization space. Our cloud-based platform empowers digital marketers to increase engagement and conversions of their visitors. The Customer Success Manager (CSM) is responsible for the complete post-sale success and satisfaction for a portfolio of our Technology and/or Retail Customers. Its the Customer Success Managers goal to make every customer successful by building a trusted advisor relationship and helping them achieve their business objectives using our platform.

The Customer Success Manager will identify and leverage company-wide resources to address any customer satisfaction, growth or renewal risk or opportunity in their portfolio. The Customer Success Manager will collaborate with Sales on renewals, participating in commercial negotiations as a Customer advocate and business partner.

What You Will Be Doing

  • Technology or Retail Clientele: Primary ownership and accountability for ensuring customer growth, satisfaction, and retention within the assigned technology accounts (demand generation, on-boarding and/or customer success focused).

  • Strong Digital Marketing or Digital Customer Experience background a must.

  • Build, maintain, and execute on account plans for each assigned account and coordinate appropriate internal resources for delivery.

  • Develop strong relationships with all key decision makers and influencers across each customer in their portfolio.

  • Uncover and mitigate any risk that threatens each customers growth, satisfaction, or renewal; conceive and execute risk mitigation plans.

  • Own all primary Customer communication and resolve escalations with autonomy.

  • Demonstrated experience in identifying and mapping the customer org structure with ability to bridge turnover at any level of the organization.

  • Collaborate effectively with the Sales organization to close incremental revenue and secure long-term renewals.

  • Ensure ongoing adoption of our platform by each customer in their portfolio.

  • Build a solid base of referenceable customer contacts within your assigned portfolio.

What You Need for this Position

At Least 3-5 Years of experience and knowledge of:

  • Retail Brands Vertical

  • Real-Time Personalization Software

  • High Growth SaaS Solutions

  • Customer Advocate to Enterprise Client Orgs

  • Demand Generation/User Testing

  • eCommerce Conversion Rate Optimization

  • Supporting Sales in Retaining Clientele

  • Client Success, Customer Experience, Client Services

  • Success Metrics Owner/Client Advocate/Onboarding

  • Client Retention/Expansion Assessment/Solutions

  • Web Page Design/Websites/Mobile Web/Apps

  • Bachelors or MBA in related degree

What's In It for You

  • Competitive salary ($85,000 - $110,000 DOE)

  • Bonus

  • PTO

  • Medical

  • Dental

  • Vision

  • 401(k)

---Please apply today if interested or you can send your resume to me directly (Word format please): katy.bruce@cybercoders.com

So, if you are a Customer Success Manager with experience, please apply today!

Applicants must be authorized to work in the U.S.

CyberCoders, Inc is proud to be an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.

Your Right to Work – In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

Customer Success Manager - Retail Brands, SaaS, Personalization MA-Somerville KB2-1384860