Client Success Manager

Campaign Performance Strategy & Insights

Become an expert at the strategy and best practices for a Drips campaign, how to guide clients towards high-level campaigns, and the key pieces of the campaign to analyze for performance and strategic insights. Utilize internal tools such as Salesforce and Tableau to thoroughly understand campaign performance trends. Gather required information and strategy for new campaigns (Projects). Guide your clients to establish realistic goals and success measures for Drips campaigns. Utilize Salesforce cases to communicate design requirements to the production team for setup. Lead campaign design, planning, and review with clients for approval. Own delivery of recurring performance reporting for client campaigns. Determine meaningful performance trend insights and optimization recommendations, partnering with a Client Success Associate to provide you with supplemental performance details.

Client Communication

Own the day-to-day client-facing communication for Accounts in your portfolio, and build relationships across the client organization (business and IT/technical stakeholders). Adhere to Response Time SLAs in-line with Client Account Tier. Manage delegation of client requests and investigations as appropriate to Client Insights, Production, or Product/QA teams. Lead recurring client performance calls (weekly, biweekly, monthly depending on Client Tier). Participate in & lead prep with Account Manager for recurring Monthly Strategic Calls & QBRs.

Client Health & Risk Management

Act as the voice of the client internally to advocate customer’s needs. Current-Month Revenue Forecasting – Own the updates to current-month forecast projections, based on a solid understanding of expected growth or contraction of your account’s current campaigns. Client Health – review Client Health scoring on a weekly basis for all Accounts. Lead adjusting or escalating changes. Partner with Account Manager for alignment on scoring. Be aware of the client’s business goals, objectives, and changes within the client organization to identify expansion opportunities and to proactively address any challenges that might impact the use of our solution.

Profile for Success in this Role

• Friendly, flexible, and comfortable working with a variety of internal teams across Sales, Operations, and Product Development.
• Detail-oriented and committed to solving client problems.
• An articulate communicator who doesn’t shy away from a challenge.
• Comfortable working in a fast-paced and ever-changing startup software company environment in which process is constantly developing.
• A positive can-do attitude in a culture that prides itself on the belief that we are stronger together.
• A team player with patience for ambiguity.
• Eager to contribute & not afraid to ask questions.