Customer Success Manager

The Company:
Marigold is a leading cross-channel marketing platform, with solutions for email, SMS, loyalty, and personalization, helping brands transform their relationships with customers. As the trusted partner behind the world's most recognized brands, including Air New Zealand, Chipotle, Hiscox, KFC, Kraft Heinz, The Atlantic, and more-Marigold delivers relevant brand experiences that cut through the noise and drive real impact. Marigold was born through a merger of industry-leading marketing platforms Cheetah Digital, Sailthru, Selligent, Liveclicker, Emma, and Campaign Monitor, and powers billions of customer interactions annually.
 

The Role:
 

As a Customer Success Manager, you will work with our most strategic clients to drive retention, renewals, adoption, customer satisfaction, and growth. This is a high-profile customer-facing role requiring outstanding relationship management skills and technical acumen. You will work with business leaders to understand their needs and advise on ways to use Marigold’s portfolio of products and industry best practices to help them achieve their business goals. At the same time, you will coordinate cross-functional teams to ensure a successful transition from onboarding through ongoing growth and renewal customer lifecycle phases. The ideal candidate is hands-on and results-oriented, with strong communication and problem-solving skills, along with a proven track record in analytics and comfortable in a fast-paced and data-heavy environment.

 What You’ll Do: 

• Responsible for the management of a portfolio of client accounts to foster long-term business relationships

• Deliver a proactive customer contact strategy to drive renewals, product adoption, training, and revenue growth

• Increase customer satisfaction by understanding business needs and providing additional Marigold solutions and ROI

• Proactively provide strategic recommendations to help customers optimize their product use and digital marketing metrics

• Maintain a high level of visibility with customers, through strategic meetings, customer marketing stories, executive touchpoints, etc.

• Act as an escalation point to drive resolution in a timely, proactive manner

• Identify at-risk renewals and deliver on customer remediation plans

• Monitor customer health to track usage and customer satisfaction

• Forecast retention, renewal, and status for assigned accounts

• Become the customer advocate to drive cross-functional teams across development, product management, and support

Ideal Qualifications: 

• 4+ years of customer facing experience

• Excellent organizational, presentation and communication skills

• Strong written and verbal communication skills

• Email marketing or digital marketing software experience

• Excellent customer relationship management skills

• Solid communication, listening, and writing skills

• Ability to problem solve and resolve client issues

• Understanding of software as a service

• Organized and reliable: able to work independently with little direction when necessary
   

Our Benefits: 

• Competitive benefits including: medical/dental/vision insurance, life/accident/disabilities insurance, supplemental health benefits, FSA, EAP and pet insurance

• Generous time off (we call it Open Time Away) as well as paid holidays and a birthday benefit day off.

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

• Employee-centric and supportive remote work environment with flexibility.

• Support for life events including paid parental leave.

This position is eligible for hire in the following US states:  Alabama, Arizona, Arkansas, California, Connecticut, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington,  and Wisconsin.

California SB 1162 Pay Transparency Notice
In compliance with California’s Pay Transparency for Pay Equity Act (SB 1162), we are disclosing the compensation range for roles that could be performed in California.
For California residents only, the base salary range for this role is $60,000 – $70,000 annually.  This role is also eligible for commissions based on sales targets. For California residents, the expected range for this variable compensation is up to $20,000 annually.

This range reflects the base salary that we reasonably expect to pay for the position in California. Actual compensation will be offered within this range, based on factors such as skills, experience, and qualifications, as permitted by California law.
Similar positions located outside of California may be subject to different compensation structures.