Customer Success Manager, NYC

Customer Success | NYC

Position Summary

We are looking for a Customer Success Manager to act as the primary relationship contact for clients utilizing our interactive marketing experience software platform.

As a Customer Success Manager, you will be responsible for owning and managing multiple client relationships and ensuring subscription renewal. 

You are expected to take a proactive, service-based approach to managing our clients and ensuring an outstanding client experience.

Customer Success Managers must be comfortable dealing with senior marketers and be comfortable with keeping on the leading edge of digital marketing, advertising and social media marketing.

Ideally you will have already worked as a Customer Success Manager, Account Executive/Manager/Director, Digital Project Manager, Digital Strategist or Software Implementation Project Manager at a marketing software company or agency. However, we’re happy to hear from anyone who has a strong customer-led focus and wants be an integral part of a cutting edge enterprise digital and social marketing software company.


Responsibilities

  • Implement the Wayin on-boarding and post-sales process and ensure all processes meet global best practice standards
  • Responsible for renewal of all responsible accounts, working in collaboration with Sales lead to carry out Wayin renewal process
  • Be the point of contact for all client needs, which requires building up a Jedi-like knowledge of our technology platform
  • Coordinate and lead product training, with the goal of making the client self-sufficient
  • Work with clients to develop their own KPIs to measure success
  • Managing ongoing client relationship including running quarterly business reviews
  • Ensure that customers get the most value from their investment in Wayin by providing ongoing best practice advice
  • Carry out all account monitoring, account health and account updates to provide ongoing reporting and early warning of at risk accounts
  • Discuss and report any potential up-sell or commercial opportunities to relevant Sales lead
  • Carry out pre-sales support for the Sales team, assisting with platform demo’s, pitches and deck creation.
  • Liaise closely with our Sales and Project Management teams in supporting Wayin Studio projects and revenue growth

Requirements

  • Keen interest in digital marketing, advertising and social media 
  • Ability in or willingness to learn and use complex software technology
  • Project orientated, disciplined and organized
  • Someone who gets a kick out of making customers successful

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