Manager, Customer Success

| New York City, NY | Remote
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About the Role:

ActionIQ is building the next-generation data infrastructure for the CMO. As Marketing becomes more data-driven, and CMOs more sophisticated, a new market for data-first Marketing Applications is inevitable and requires a complete rethink of the traditional Marketing tech stack. ActionIQ is a pioneer in this emerging space pursuing a multi-billion dollar opportunity.

You will have the opportunity to join our very fast-growing company as a Customer Success Manager. Assigned to some of our Fortune 500 customers, this role is often a first point of contact for all things post-sales, responsible for driving client success against account objectives, strategies, and milestones, and mutually agreed upon success criteria. Customer Success will own the strategic adoption and post-sales strategy to fortify a foundation for both gross retention and upsell growth. This role will represent the entire range of ActionIQ products and services to assigned customers and will lead the customer’s adoption and value realization -- ensuring the needs and expectations are being met by the ActionIQ product and service offerings.

The Customer Success Manager will partner closely with our Account Management, Field Engineering/Professional Services, and Sales teams to ensure the overall successful adoption, usage, and value realization within the customer’s organization.

About the Team:

The Customer Success organization at ActionIQ plays a critical role in maturing our customers while laying the foundation for ongoing growth to maintain ActionIQ’s leadership position in the CDP category. Customer Success will cultivate partnerships across the ActionIQ family with our customers to solve customer business challenges and innovate. ActionIQ is a customer-centric approach. You will join a highly collaborative team of high performance, results oriented professionals who all want to win.


One year from now you will have:

  • Established and aligned on Success Criteria for your clients’ programs
  • Become a trusted advisor to program owners within your accounts across Marketing, CX, IT, and Data
  • Integrate with ActionIQ product and engineering teams to align our roadmap with growth and valuable priorities


Responsibilities:

  • Actively maintain post-sales relationships among program owners and customer stakeholders to ensure strategic adoption of ActionIQ
  • Define success metrics and ensure the roadmap is comprehensive of ActionIQ’s activations to drive business objectives and ROI for your customer base
  • Meet targets & KPIs for assigned accounts, including referenceability, advocacy and collaboration on strategic objectives
  • Proactively assess, clarify, and validate customer success metrics on an ongoing basis
  • Escalate & identify solution development efforts that best address customer needs, while ensuring the involvement of all necessary leadership and company personnel
  • Provide feedback to the product & executive teams on potential innovations that can enhance customer value in the future
Requirements
  • Bachelor's degree required – MS/MBA or applicable advanced degree a plus
  • 5-7 years of Customer Facing experience, preferably in the Fortune 1000 space, in roles such as: consulting, sales, support customer success, account management, consulting, or client service role
  • Client Facing experience in complex technology, MarTech or SaaS required
  • Experience in complex accounts where multiple stakeholders make decisions around scaling and enabling different business units on your platform
  • Proven experience driving client relationships, especially concerning sensitive issues, and effective problem solving; ability to analyze challenges and produce a viable solution as well as drive urgency around prioritisation of KPIs
  • Experience working with agencies/third parties on data strategies and aligning with partners preferred
  • CRM account management or sales experience a plus
  • Flexible management style and ability to multi-task and work well in a fast changing environment
  • Willingness to travel up to 40% of the time when back in office initially with the potential to make the role more geographically focused in the future

Benefits:

  • Work with a fun, inclusive, and smart team of people as we build a NYC-based enterprise software company!
  • Competitive compensation package, including significant equity component
  • Backed by top-tier VCs (Sequoia, Andreessen Horowitz, FirstMark Capital)
  • Top notch health insurance benefits, including 12 weeks paid parental leave for both parents.
  • We are currently working remotely due to COVID-19, but we will be opening a beautiful new office right on Madison Square Park! All NYC-based employees will have the option to return to the office 3 days per week beginning after Labor Day on an “opt-in” basis. We plan to officially reopen our office in the beginning of 2022.
  • Check out our latest blog post here to learn how we designed our return to work plans.
  • Work from Home stipend to optimize office set up.

ActionIQ is committed to building an inclusive, equitable, and diverse organization. We embrace equal opportunity for all applicants and seek to foster a culture of belonging for our employees. We recognize and appreciate that the more inclusive we are, the better we will function as a team. AIQ welcomes qualified applicants of any race, color, ancestry, religion, sex, national origin, gender identity, gender expression, age, marital or family status, disability, military veteran status, and any other status or background. Join us on our journey to build a product that will help our customers deliver memorable experiences that will drive loyalty and growth.


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • PythonLanguages
    • ScalaLanguages
    • TypeScriptLanguages
    • MySQLLanguages
    • ReactLibraries
    • ImmutableJSLibraries
    • FinagleLibraries
    • SlickLibraries
    • EnzymeLibraries
    • MoleculeLibraries
    • PlayFrameworks
    • LuigiFrameworks
    • AnsibleFrameworks
    • TerraformFrameworks
    • MySQLDatabases
    • RedshiftDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • InVisionDesign
    • SketchDesign
    • FigmaDesign
    • AbstractDesign
    • AirTableDesign
    • PendoDesign
    • MiroDesign
    • In-designDesign
    • After-effectsDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • HarvestManagement
    • WordpressCMS
    • SalesforceCRM
    • HubspotEmail
    • HubspotLead Gen

An Insider's view of ActionIQ

What's the biggest problem your team is solving?

Today SysOps biggest challenge is observability. We are laser focused on creating dashboards, monitors, and reports that will allow SysOps to create meaningful actionable alerts.

Tracey Little

SysOps Manager

What does career growth look like on your team?

I've landed some significant deals since I started. Including, the largest deal in our company history to date. Every account win and every account loss brings significant learnings and growth. Every day. Our sales support and enablement teams here at ActionIQ are incredible. Every win is "our" win.

Cindy Kenyon-Carpenter

Enterprise Sales Director

What are ActionIQ Perks + Benefits

ActionIQ Benefits Overview

At ActionIQ, we offer unique benefits that cater to the whole person inside and outside of the office. We do not track PTO, but trust the employee to get his/her/their work done while also taking the right time away for self care. We make time to get to know each other, check in, and help each other achieve goals. We have daily offerings like meditation and coffee breaks; weekly all hands meetings that unite the company and foster transparency, and year long perks that cater to the whole person. We are focused on the long term more than the short term and are actively working and adapting to continue fostering a strong, united company.

Culture
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
We do not track how much time-off every employee takes. We trust employees to manage their own vacation schedule to maintain the right level of work/life balance.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
ActionIQ offers employees professional development opportunities like Onsite training courses and the ability to attend job related conferences and seminars.
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning

Additional Perks + Benefits

From covering the cost of a One Medical membership for all employees to ensure quality, affordable and accessible health care to commuter benefits and student loan refinancing, ActionIQ offers perks that take care of the whole person and their families, even furry companions.

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