Customer Success Manager

The Company:

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 provides the most comprehensive set of use cases for marketers at any level. Headquartered in Nashville, Tennessee, Marigold has offices globally across the United States, Europe, Australia, New Zealand, South America and Central America, as well as in Japan.
 

The Role: 

As a Customer Success Manager, you will work with enterprise customers and be responsible for driving retention, renewals, adoption, customer satisfaction, and growth of your portfolio. This is a customer facing role requiring outstanding relationship management skills and technical acumen. You will work with business leaders to understand their needs and you will be able to help them further leverage the omnichannel capabilities of Marigold solutions to drive a Consumer-First Marketing program. The ideal candidate is hands-on and results oriented, with strong communication and problem solving skills.

Responsibilities Include:

• Own an Enterprise portfolio of customers in which you are responsible for driving retention, satisfaction, adoption and growth.

• Understand business needs to deliver proactive and consultative customer success that drives partnership, customer satisfaction and mutual success.

• Be a trusted advisor by providing industry and market thought leadership to our customers. 

• Lead Strategic Business Reviews, recurring status meetings, trainings and account plans.

• Act as the main escalation point to drive customer resolution in a timely, proactive manner.

• Be the voice of the customer internally by advocating for product enhancements and marshaling resources.

• Forecast retention, renewal, and status for assigned accounts and deliver on customer remediation plans.

• Consult and participate in all aspects of the sales cycle including, proposals, scoping, pricing, demonstrations, and contract negotiations, related to all opportunities across existing client base.

• Drive all aspects of the customer lifecycle at Marigold, including implementation, adoption, expansion and renewal.

Qualities we are Seeking:

• Excellent organizational, presentation and communication skills.

• The ability to influence and motivate a wide variety of stakeholders in highly fluid organizations by establishing credibility, clarity-of-mission, and accountability. 

• The aptitude to identify risks and opportunities within the customer base.

• The ability to simplify complex challenges into digestible, pragmatic action plans. 

• Personable, business-cultured, organized and reliable: able to work independently with little direction when necessary.

Qualifications:

• A deep understanding and passion for SaaS and Email/SMS/Push Notifications/Website personalization/Digital Marketing.

• Minimum of 5+ years professional work experience in advertising, marketing or a related field; having held a similar role as an Account Manager or Customer Success Manager at the Enterprise level

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

• Experience working with customer contacts at the executive level and proven track record of leveraging those relationships for increased retention and partnership.

• Comfort working in a highly flexible, entrepreneurial environment.

• Strong ability to establish priorities and make decisions.

• Strong project planning and time management skills.

• Proven success working with cross functional teams.

• Outstanding oral and written communication and presentation skills.

• Strong team building and interpersonal skills.

• Undergraduate degree.

• Some travel required (less than 20%).

What We Offer: 

• ​​Competitive salary and benefits including: medical/dental/vision, life and accident insurance.

• Generous time off (we call it Open Time Away) and a generous paid holiday schedule.

• 401k plan with a company match on your contributions.

• Supportive work environment with flexible work hours. 

• Paid parental leave.

• Opportunities to ensure you are always learning and growing.