Enterprise Customer Success Manager

Full Time

About the Role

The client is a marketing technology company with 140+ employees founded in Toronto, Canada in 2012. Their content experience platform empowers marketing and sales to create engaging, relevant content destinations quickly for every campaign, audience, and stage of the customer journey. Marketing teams use our platform to scale how they incorporate content into every touchpoint and remove friction from the customer journey by surfacing the right content at the right time.


What you'll be doing:

Relationship Management
● Own multiple customer relationships being the primary point of contact and being a trusted advisor by getting to know their business and stakeholders
● Exhibit passion for customer success by understanding the product-market fit and applying this towards problem solving for your customers’ unique needs
● Execute on our Customer Success engagement model inclusive of relationship management, success planning, retention and cross-sell/up-sell initiatives
● Work with our enterprise customers to help optimize the platform to get the most value
● them understand the value they are generating from our Marketing technology
● Support customers in navigating all areas including; Finance, Legal, Support, Sales, Development and Engineering teams

Adoption and Success
● Guide and advise customers on content best practices as well as help them troubleshoot issues and find resolutions
● Actively be involved in the customer’s go to market strategies and initiatives to enable their success as it pertains to content experiences
● Advise your customers on best practices
● Proactively detect potential customers who are not well-adopted and develop a plan to secure their business
● Manage renewals from start to finish by developing renewal strategies, negotiating renewal terms, and executing agreements

To be successful in this role, you need to be:
● Resourceful: Build relationships internal with key stakeholders and external partners to have a network to help you support you customers
● Entrepreneurial: You’re a hustler and you take initiative to do what it takes to get the job done
● Subject Matter Expert: You exude confidence when you advise your customers on marketing practices and tactics to establish trust
● Passionate: You love marketing and are motivated by new marketing ideas and goals.
● Technical: You’re familiar with technology platforms, the MarTech ecosystem and understand how solutions integrate and work together to solve for marketing use cases
○ Are able to navigate the world of cutting-edge SaaS technology with ease, quickly able to pick up on and adapt to new technology trends
○ You are familiar with marketing automation and email marketing tools like HubSpot, Marketo, Eloqua, Pardot, Act-On, or MailChimp or analytics platforms like Google Analytics
○ You are familiar with SEM, Account Based Marketing, Lead Scoring, and Progressive Profiling
○ You have basic familiarity with languages like HTML, CSS, and JavaScript is helpful

Requirements

We want to talk to you if:
● You have successfully managed large customers relationships in a B2B setting while managing success plans and streamlining processes for a minimum of 5 years
● You have direct experience in Customer Success (and/or Account Management within an agency) or MarTech company
● Have previous experience working in Marketing, specifically using content to drive Sales and/or build Customer funnels
● Have exposure to or practical experience with Salesforce, and ticketing management tools like Zendesk or Salesforce Service Cloud

Bonus points if:
● You got sales chops, hustle and follow-through when you see an opportunity

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