Customer Success Manager

About the role

As a Customer Success Manager on the Account Management Team, you'll partner closely with Account Managers and Account Directors to drive customer engagement, platform adoption, retention, and overall success for corporate clients. You'll lead onboarding and training, analyze usage data, recommend best practices, maintain records in Salesforce, and contribute to renewal and expansion initiatives. This early‑career, hybrid role is based out of the New York City office with regular in‑office expectations. Applicants must be authorized to work in the United States without visa sponsorship, be within commuting distance of the NYC office, and note that relocation assistance is not provided.

Responsibilities

• Partner closely with Account Managers and Account Directors to execute customer engagement strategies that drive adoption, retention, and overall customer success.
• Lead onboarding and training sessions for users across your assigned portfolio of corporate clients, ensuring successful adoption and utilization of EMARKETER products and services.
• Drive platform adoption by recommending resources, best practices, and engagement approaches that help clients maximize the value of their EMARKETER subscriptions.
• Analyze account engagement, usage trends, and customer activity to identify retention risks, adoption opportunities, and recommended engagement actions.
• Evaluate client feedback and engagement patterns and communicate actionable insights that support customer success, retention, and account growth initiatives.
• Maintain accurate account records, customer activity, and engagement tracking within Salesforce and other systems to support account planning and customer success initiatives.
• Contribute to renewal, retention, and expansion initiatives through proactive client engagement, account analysis, customer success planning, and identification of customer needs and opportunities.
• Exercise independent judgment in prioritizing customer engagement activities and addressing client needs.
• Recommend onboarding, adoption, and engagement approaches based on client objectives, usage patterns, and business needs.
• Collaborate with cross-functional teams to identify and implement solutions that improve customer outcomes and account health.

Requirements

Basic Qualifications:

• Bachelor’s degree
• Strong written and verbal communication skills
• Demonstrated ability to manage multiple priorities and meet deadlines
• Strong organizational skills and