Principal Customer Success Manager

About the role

Conductor is the leading enterprise AEO platform. Today’s top enterprise brands use Conductor to grow authority and visibility in both AI and traditional search engines. From tracking visibility in LLMs to real-time monitoring of technical site health and scaled AI content creation, Conductor provides a single source of truth that fuels digital growth—all from one platform.

Conductor is a mission-driven company with a commitment to innovation, customer success, and culture. For Conductor, success is improving the lives of everyone in our orbit—our customers, our customers' customers, our employee-owners, and our communities.

What You'll Do (Responsibilities)

• Orchestrate the overall relationship with assigned customers, which will include: helping customers achieve their organic marketing objectives, growing adoption and ensuring retention.
• Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned client, to review executive dashboards, and program status.
• Cement yourself as a trusted/strategic advisor with customers and drive continued value of our products and services.
• Advocate customer needs/issues cross-departmentally and program-manage customer concerns through a well-defined remediation process through early identification of risks to achieving customers strategic objectives.
• Work with customers to build Customer Success Strategy Plans, establishing critical goals, to aid the customer in achieving their objectives.
• Measure and monitor customer’s achievement of critical and key performance indicators, reporting both internally to Conductor’s account team and externally to Customer Sponsors and Executives.
• Maintain current functional and technical knowledge of the Conductor platform.
• Act as the Conductor liaison for technical inquiries, issues or escalations and answer product questions to increase adoption of the platform.
• Aid and provide expert deployment, operational standard methodologies to train and enable users in the product to support growth in user base and in customer campaigns.
• Provide insight with respect to the availability and applicability of new products and features.
• Helping customers create and setup reporting dashboards to help drive growth and value for Conductor customers.
• Serve as the escalation point for issues relating to client satisfaction & platform engagement.
• Collaborate with internal teams in Sales, Marketing, and Research & Development to ensure the best possible experience for our customers.
• Create compelling reports and find the “story” in the data to tie SEO impact to business impact.
• Drive engagement with executive sponsors to facilitate enablement and adoption across organizations.
• Maintain strong documentation within the Gainsight system related to customer issues, proactive tasks and general account information.
• Consistently ensures that business is conducted with integrity at all times and that behavior aligns with Conductor policies, procedures, and core competencies.

Who You Are (Required Skills/Abilities)

• Minimum of 8 years of relevant experience working in Customer Success at a B2B SaaS company
• At least two years of prior experience managing a book of business and driving success with your clients
• Prior experience partnering with customers on how to use technology/software
• Experience working with digital or organic marketing teams including SEO, content, web/IT, etc. highly preferred
• Knowledge of organic search and how SEO activities influence search engine ranking algorithms
• Strong analytical and problem-solving skills
• Strong customer service skills with proven ability to build and maintain relationships via zoom, telephone and email
• Have an ear for discovery and a deep desire to understand the customer’s needs and business
• Thrive in high-speed environments and see challenges as opportunities for our customers
• Be comfortable being responsible for the orchestration of a portfolio of enterprise customers with the goal of driving renewals to successful completion and identifying expansion opportunities
• Possess the ability to manage projects to successful completion, multi-task, and work within tight deadlines
• Possesses the ability to manage tough conversations in a professional and solution-oriented manner
• 4-year College degree preferred or equivalent work experience
• Ability to travel by plane, train, car to customers

Compensation

The San Francisco base salary range for this role is currently $100,000 - $130,000 per year. Variable Compensation: In addition to the base salary, this role is also eligible for a variable bonus. This role operates on a 80/20 split. With full achievement of your quota, your On-Target Earnings (OTE) can range from $125,000 to $162,000 annually.

About Conductor

Conductor is the leading enterprise AEO platform. Today’s top enterprise brands use Conductor to grow authority and visibility in both AI and traditional search engines. From tracking visibility in LLMs to real-time monitoring of technical site health and scaled AI content creation, Conductor provides a single source of truth that fuels digital growth—all from one platform.

Conductor is a mission-driven company with a commitment to innovation, customer success, and culture. For Conductor, success is improving the lives of everyone in our orbit—our customers, our customers' customers, our employee-owners, and our communities.