Vibes, the technology leader powering the direct-to-consumer mobile engagement revolution, is helping brands like Ralph Lauren, Joann, Redbox, Chipotle, and LEGO to grow, activate, and optimize consumer relationships with timely, relevant, high volume mobile messaging at global scale. The company’s intelligent mobile messaging platform enables marketers, consumer loyalty professionals, and operations teams to connect with consumers using a unified native platform of SMS, MMS, dynamic wallet, mobile push notifications, app inbox and performance analytics. These tools become the backbone for brands’ overall digital engagement strategies. Vibes has been consistently recognized as a Leader in the Gartner Magic Quadrant for Mobile Marketing Platforms. To learn more about Vibes, visit www.vibes.com.

Mobile Marketing is at the forefront of a great Marketer’s toolkit, but so many don’t realize its potential or power. Working at Vibes places you at the intersection of essential technology for all Marketers and cutting-edge innovation. The mobile engagement space is dynamic. We have the chance to support the world’s best Marketers and guide their mobile strategies – we help chart the future of marketing and steward the industry towards customer-centric, delightful interactions. The industry is evolving rapidly, so you will need to bring your curiosity and passion for adapting!

Vibes is looking for a passionate, organized, and compelling Customer Strategy Manager to help guide our customers towards best-in-class mobile engagement execution, resulting in a deeper partnership with Vibes. The goal of the Customer Strategy Manager is to delight customers by leading and prescribing a value realization path with large enterprise marketing and loyalty teams through the power of our mobile engagement platform. The Customer Strategy Manager will report directly to our Senior Director, Customer Strategy.

The ideal candidate has a proven track record in B2B SaaS, working with enterprise brands, leading renewal conversations, and exceeding sales targets using data-driven decisions.

Vibes cares about character and creating an inclusive culture as much as competency. We strive to build a workplace where people are excited to come to work every day and feel empowered and motivated to do their best work.

Responsibilities:

• Own and cultivate relationships with your customers by finding new and creative ways to drive value and revenue for their businesses and become a trusted partner
• Contribute thought leadership to best-in-class B2B SaaS practices within our growing Customer Success team
• Build strategic relationships within your book of business to leading renewal conversations while managing potential risks to achieve and exceed the quarterly renewal target and minimize churn
• Identify and support upsell and cross-sell opportunities through strong relationships and deep understanding of each customer’s business objectives
• Secure strategic-level relationships with senior customer contacts within your book of business
• Act as the voice of your customers internally at Vibes, providing feedback and insights on how Vibes can better serve our customers
• Work to deepen and expand relationships with customers, while identifying new booking opportunities in partnership with sales
• Act as an internal liaison between Sales, Marketing and Product on how to best position our solutions
• Identify and share opportunities to create use case studies from customer insights for Sales, Marketing and the Product teams for product optimization
• Assist customers in achieving their goals through a deep understanding of their business objectives; use our Value Realization Playbook to ensure customers’ mobile engagement initiatives produce meaningful ROI; provide strategic recommendations on best-in-class mobile marketing, our platform’s best practices, use cases, and organizational workflow
• Maintain a customer first attitude focused on driving sustainable long-term account value and retention through renewals
• Proactively identify value-adding opportunities that lead to adoption of new use cases for Vibes

Requirements

• 5+ years’ experience in Customer Success in Software as a Service or marketing technology company
• 2-4 minimum years’ experience in fast-paced, digital marketing, digital sales, or digital client solutioning environment
• Sales acumen including previous experience with upsell, cross-sell, creating sales proposals, and persuasive negotiation selling
• Ability to manage a high-touch, high-volume enterprise customer base
• Data driven, leveraging data and analysis for book of business and aid in sales forecasting
• Ability to strategically prioritize, juggle a lot, adapt and recalibrate
• Passionate about making customers successful and invested in their questions and processes
• Unwavering optimism. Really, truly, we mean it!
• Resourceful and able to deal skillfully and promptly with new situations and difficulties
• Ability to accept constructive criticism and always willing to learn
• Impeccable communication and listening skills, all with a positive presence
• Knowledge of Salesforce or Gainsight a plus

Our Core Values:

• Respect, honesty, and integrity for all stakeholders
• Always be learning
• Relentless focus on the customer
• Never be satisfied
• Create value
• Seek accountability and ownership

Compensation and Benefits

The compensation range for this role is is $100,000 to $120,000, including base salary and any related performance-based bonuses. Final compensation for this role will be determined by various factors such as a candidate's relevant work experience, skills and certifications.

Vibes offers a full slate of benefits from competitive salaries, options, medical, dental and vision coverage, short and long term disability, life insurance, 12 paid holidays, flexible vacation, commuter benefits, a 401(k) plan and match, and a paid parental leave program.

Equal Opportunity Employer 

Vibes is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants regardless of race, color, religion, gender, gender identity, age, national origin, disability, parental or pregnancy status, marriage and civil partnership, sexual orientation, veteran status, or any other characteristic protected by law. Reasonable accommodations will be made to meet the requirements of the Americans with Disabilities Act and will be provided as requested by candidates taking part in all aspects of the selection process. 

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