Customer Success Manager, Midmarket

Conversica is the leading provider of Conversation Automation solutions, with billions of human interactions spanning more than a decade. Our Revenue Digital Assistants (RDAs) supercharge workforces for growth. They enable marketing, sales, and customer success teams to acquire untapped revenue through perfectly structured conversations. Unlike chatbots, they are powerfully human and can hold meaningful conversations at every touchpoint. Conversica RDAs are used by leaders nationwide to get the conversation going and build a Growth Workforce.

Winning multiple awards including Inc. 5000 fastest growing companies and recognized by Gartner as a Cool Vendor, Conversica is a portfolio company of Providence Equity, Kennet Partners and Toba Capital and is headquartered in San Mateo, California in Silicon Valley.

The Customer Success Manager, Mid-Market is responsible for driving customer growth, advocacy, adoption, and success with Conversica across the Mid Market Accounts for several business segments including Automotive. This individual must be comfortable consulting with a variety of mid-size and enterprise customers. The Customer Success Manager should be able to articulate the value of Conversica to inspire and support customer adoption, expansion, and contract renewal. You will build and maintain positive relationships with multiple roles within their assigned customers, including senior executives.

Responsibilities

• Develop a trusted advisor relationship with our automotive customers' leaders and executive sponsors. Advising and deploying lead handling and demand gen strategies leveraging AI and Automation. 
• Understand the customer’s business objectives and advise on product usage to achieve desired goals and results. Track customer activity to identify churn risk and work proactively via targeted outreach campaigns to eliminate that risk, while simultaneously identifying and closing up sell opportunities when applicable.
• Full Customer lifecycle management, including initial onboarding kick-off, crafting success plans, Strategy curation, Goal setting, QBR, EBR building, and renewals/expansions.
• Drive escalation of client issues, coordinate key resources in the escalation process, and project manage the customer issue through resolution.
• Advise and oversee customer growth, training, and development of standard methodologies to continually drive business value and return on the customer’s investment.
• Be the Primary point of contact on critical issues for the customer. Including advising customers quickly and efficiently to additional help resources such as Help & Training within the application and personally helping with questions/issues.
• Responsible for customer references, case studies, and testimonials for their portfolio of customers
• Serve as a customer advocate, including collecting customer feedback on product needs, understanding customer and industry trends, and articulating those back to the business.
• Occasional travel is required from time to time when needed or as required.

Qualifications

• 3+ years experience in a scaled Customer Success role
• Prior Account Management experience is required to support Mid Market Accounts with experience in driving revenue through expansions and renewals. 
• Technology and/or Automotive Retail background is desired.
• Experience with Salesforce, Looker, and Google Workspace is preferred. Knowledge of Automotive CRMS is a huge plus.
• Self-motivated, collaborative, and creative team player with innovative ideas to encourage client loyalty and adoption at scale
• A true problem solver who is customer-obsessed, coachable, and curious with a growth mindset
• Strong interpersonal skills and experience initiating and building positive relationships cross-functionally
• Excellent individual and group presentation skills, as well as written and oral communication skills
• Strong organizational and time management skills with the ability to manage multiple projects simultaneously
• Ability to travel from time to time dependent on business needs
• Bachelor’s degree or equivalent

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $65,000/year to $90,000/year plus 20% variable bonus for an OTE of $78,000/year - $108,000/year. Pay is based on a number of factors including market location and job-related knowledge, skills, and experience.

Conversica offers comprehensive health, dental, and vision benefits, flex time PTO, holiday pay, 401k plus company match, and equity. Further details can be provided upon request.

Conversica is an equal opportunity employer and values diversity at our company. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, veteran status, or disability status.

Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Conversica does not accept unsolicited headhunter and agency resumes. We will not pay fees to any third-party agency or company that does not have a signed agreement with Conversica.