Sr. Customer Success Manager

About Knotch

We're a growth-stage technology company helping brands optimize their content performance and harness AI for marketing success. With a fast-paced, agile, entrepreneurial culture, we move quickly, adapt constantly, and thrive in dynamic environments. Through our Knotch platform, we meet our clients where they are and enable them to prove and improve their content. With our newest innovation, AgentC—a managed AI service for marketers—we're transforming how marketing teams plan, adapt, and execute across digital channels.

About the Role

As Knotch’s Sr. Customer Success Manager (CSM), you will be looked upon as a trusted advisor to our enterprise clients, proactively leading them to success throughout their partnership with Knotch. You will deliver value and help customers achieve business outcomes through content intelligence. Your strong work ethic, communication, and account management skills are key traits that will help you succeed in this role.  

Our CSMs take customer relationships seriously and serve our customers beyond implementation and support: we understand their strategic vision for their content and enable them to use insights to drive business outcomes. Success starts with understanding our customers business objectives and applying our tried and true onboarding and adoption approach. It’s critical that our CSMs gain the trust and confidence of our customers by building impactful relationships and sharing key insights (via our platform) that enable them to optimize the performance of their content. 

This role is not for the data-shy. If you love data-driven decision-making, you'll thrive here!

Please note, we are a remote first company and employees can work anywhere in the United States or Canada! 

How you’ll add value at Knotch

• Be the go-to resource for our enterprise customers, building strong relationships and partnering with them to help them achieve their desired outcomes with content
• Actively build, own and develop relationships with Fortune 1000 brands
• Establish customers’ key objectives and KPI framework for measuring success, deriving meaningful value from the platform, and achieving outcomes
• Provide your customers with actionable recommendations using content insights to optimize towards their desired outcomes
• Implement customer engagement strategies, consistent executive business reviews, monthly health checks, and on-demand support
• Leverage your understanding of  customer needs to identify expansion opportunities & churn risks
• Become a Knotch product expert and trusted advisor to customers

Within your first 60 days, you will

• Become familiar with all Knotch teams by receiving extensive training on how the Customer Success team works cross-functionally
• Be thoroughly trained on Knotch’s product suite, making your way to become a true product expert
• Shadow other CSMs and become familiar with how we work with clients on a day-to-day basis
• Take full ownership of your book of accounts and begin forming strong relationships with day-to-day clients and key stakeholders
• Build and deliver strategic presentations for your clients in the form of monthly or quarterly reports or Executive Business Reviews (EBRs)
• Within your book of accounts, define desired business outcomes and start planning to align their content strategies with measurable Goals and KPIs

You’ll be successful here if you

• Have 7+ years of customer success or account management experience in a SaaS environment or marketing agency
• Have a proven track record managing enterprise-level accounts and successfully delivering high touch, premium service to F1000 companies.  
• Are able to have a business conversation with your customers about how their content connects to their business goals
• Have previous experience in either sales or account management roles with demonstrated ability to identify growth opportunities and manage renewals
• Are adept at utilizing the many features of Excel/Google Sheets and Powerpoint/Google Slides to analyze data and present insights through a well crafted narrative
• Can navigate multiple priorities both client-facing and internal
• Harness an appreciation for finding a balance between the needs of a client and that of the business you support
• Are highly motivated, results-driven, can carry a heavy workload, and prove your trustworthiness through meeting deadlines and exceeding retention targets
• Enjoy taking on responsibilities & special projects “beyond the role.”  
• Have proven ability to thrive in a fast-paced, sometimes chaotic and dynamic startup environment, with the agility to adapt to rapidly changing demands and evolving market needs.
• Have proven experience using AI-powered tools and other AI-driven platforms to improve workflow efficiency, enhance customer outcomes, and deliver value to clients

We also appreciate (but don’t require)

• Additional years of experience in data analysis and/or content strategy.
• Background in a marketing/advertising technology or a marketing agency environment (this experience is helpful because you’d have the exposure to similar work, terminology, contacts, and material that we encounter here at Knotch.

The expected salary range for this position is $90,000-$175,000 OTE CAD. Final OTE to be based on experience.

Knotch is a US based equal opportunity employer. We strive to provide equal opportunities in all of our processes, including our hiring and employee experience. We pride ourselves on our three values: transparency, relentlessness, and inclusiveness.

We commit to daily work towards leading with empathy, reducing bias through periodic training, and engaging with and uplifting communities of marginalized groups. We condemn all forms of racism and discrimination on the basis of race, religion, ethnicity, nationality, gender identity, sexual orientation, age, marital status, pregnancy or parenthood status, veteran status, disability status or any other identifier. We encourage all employees, clients, investors, candidates, vendors, and friends of Knotch to deliver honest feedback directly or anonymously so that we may always seek to improve as an organization that is dedicated to diversity, equity, inclusion, and belonging.