Senior Customer Success Manager, Strategic (West Coast)
About the Role
We are looking for an experienced customer success professional to join our team as a Senior Customer Success Manager. You will take ownership of relationships with our strategic clients and lead their program strategy in a consultative and data-driven fashion. You will run all facets of their acquisition and messaging program and own the customer relationship at strategic goal alignment during implementation and moving through every part of the client lifecycle, working cross-functionally to provide maximum value for your customers, while retaining and growing revenue for Attentive.
As a Senior CSM, you will be responsible for accurate revenue and renewal forecasting, designing and implementing strategic account plans, and identifying opportunities to expand the customers suite of Attentive products to satisfy their goals.
You will have the latitude and autonomy to navigate the technical and strategic aspects of your relationship with the customers and be trusted to represent Attentive at in-person meetings and functions, happy hours, and events.
What You’ll Accomplish
Gain the confidence of and cement relationships with customers throughout the entire lifecycle of the account including: goal-setting, value delivery, account growth, new product adoption, and renewals
Work independently to deliver a “consultant” perspective in all customer interactions
Regularly lead and present at customer meetings, both in-person and over video conference
Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies
Lead discussions with customers to probe what new products they are interested in and what integrations they might need, and translate customer feedback into specific product requirements
Your Expertise
5+ years of CS or Account Management experience, working with SMS or ESP required
Strong understanding of growth and retention techniques and strategies
Previously have worked closely with engineering and product teams to define requirement and implement solutions
Comfortable learning new software (for design, data management, and internal tools)
Experience navigating complex work processes, tight timelines, and changing teams
Extremely detail oriented and organized
Experience in Salesforce or related CRM tools, and Customer Service Software like Catalyst or related tools
Interest in software and entrepreneurship
You'll get competitive perks and benefits, from health & wellness to equity, to help you bring your best self to work.
For US based applicants:
The US base salary range for this full-time position is $100,000 - $145,000 base + commission + equity + benefits
Our salary ranges are determined by role, level and location
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