Principal Customer Success Manager

About the Role

As a Sr. Customer Success Manager at Conductor, you will develop customer relationships that promote retention and loyalty. You will work closely with customers to ensure they achieve their key business outcomes related to organic marketing by providing platform enablement and strategic solutions. Serving as the key partner, you will help customers achieve their strategic objectives and maximize value from their investment in Conductor. Additionally, you will act as the liaison between the customer and Conductor’s internal teams, coordinating cross-functional initiatives for successful organic marketing results.

Responsibilities

• Orchestrate the overall relationship with assigned customers, helping them achieve organic marketing objectives, grow adoption, and ensure retention.
• Establish a regular cadence (weekly, monthly, quarterly) with each assigned client to review executive dashboards and program status.
• Position yourself as a trusted and strategic advisor, driving continued value from Conductor’s products and services.
• Advocate for customer needs and issues cross-departmentally, managing concerns through a well-defined remediation process to mitigate risks.
• Collaborate with customers to build Customer Success Strategy Plans, establishing critical goals to aid in achieving their objectives.
• Measure and monitor customer achievement of key performance indicators, reporting internally and externally to 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 platform adoption.
• Provide expert deployment and operational methodologies to train and enable users, supporting growth in the user base and customer campaigns.
• Offer insights on the availability and applicability of new products and features.
• Help customers create and set up reporting dashboards to drive growth and value.
• Serve as the escalation point for issues relating to client satisfaction and platform engagement.
• Collaborate with internal teams in Sales, Marketing, and Research & Development to ensure the best possible customer experience.
• 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.
• Ensure business is conducted with integrity, aligning behavior with Conductor’s policies, procedures, and core competencies.

Requirements

• 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 clients.
• Experience partnering with customers on how to use technology or software.
• Experience working with digital or organic marketing teams (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.
• Proven ability to build and maintain relationships via Zoom, telephone, and email.
• An ear for discovery and a deep desire to understand customer needs and business goals.
• Ability to thrive in high-speed environments and see challenges as opportunities.
• Comfortable orchestrating a portfolio of enterprise customers to drive renewals and identify expansion opportunities.
• Proven ability to manage projects to successful completion, multitask, and work within tight deadlines.
• 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, or car to visit customers.

Skills

• Strong customer service skills.
• AI literacy and competency, with a focus on utilizing AI to amplify role-specific tasks.
• Curiosity, adaptability, and a tech-forward mindset.

Pay

The New York City base salary range for this role is $100,000 - $130,000 per year. This role is also eligible for a variable bonus with an 80/20 split. With full achievement of your quota, your On-Target Earnings (OTE) can range from $125,000 to $162,000 annually.