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Customer Success Manager

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The Customer Success Manager is a vital player in our Customer Success team, which fits into our larger Client Delivery department (Strategy, Customer Success, and Insights). In this role, the CSM will work closely with our Sales team to create, execute, monitor and optimize campaigns on behalf of our customers in the CPG space. The role is ideal for an individual with strong communication skills, a collaborative spirit, the ability to work cross-functionally, and the ability to pay attention to detail.

Responsibilities include:

  • Take ownership of campaign management from creation to completion within assigned portfolio of customers
  • Collaborate with Sales, Strategy and Insights to keep all parties up to date on campaign performance and collaborate on optimization solutions to deplete contract budget
  • Organize, prioritize and work towards deadlines
  • Evaluate and identify opportunities for process and system improvements to drive organizational efficiency
  • Act as the 'voice of the customer' and work with the Product team to actively help shape the Product Roadmap
  • Manage risk and drive issues to resolution through active tracking and communication with the customer and internal stakeholders
  • Identify success stories and work with the Marketing team to create case studies and secure customer references
  • Identify potential upsell opportunities within your account portfolio

What we're looking for:

  • Positive attitude and a willingness to learn
  • Demonstrated ability to grow relationships with both customers and colleagues
  • Team oriented with a collaborative mentality
  • Ability to work in a fast paced environment
  • Excellent communication skills (written and verbal)
  • Attention to detail
  • Ability to balance customer advocacy with the goals of the business
  • Familiarity with Google Suite
  • Bachelor’s degree or diploma
  • 1-2 years of comparable work experience

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