Customer Success Manager

Campaign Monitor

New York City, NY, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/05/2021
  • Website:
  • Company Address: , Nashville, TN

About Campaign Monitor

Campaign Monitor makes it easy to attract new subscribers, send them beautiful email newsletters and see stunning reports on the results. Built from the ground up for creative professionals, you can manage all your clients from a single account and let them send campaigns at prices you set.

Job Description

CM Group has the Martech industry’s largest family of email and multichannel marketing products with 70,000+ customers and 180+ billion emails sent annually. We allow our clients to scale across brands as they grow, identifying the right solutions at every step of their journey. Bringing together a diverse group of email marketing platforms under a single umbrella, CM Group is able to offer solutions that meet the needs of every marketer. Initially, our family included Campaign Monitor, Delivra, and Emma, but we have since become home to Liveclicker, Sailthru, Selligent, and Vuture. Our vision is to be the most respected, fastest growing family of marketing technology brands in the world. We have teams all over the globe - from NYC to San Francisco, from London to New Zealand - all working together to make our vision a reality.

The Role

As a Customer Success Manager, you will work with our most strategic enterprise clients to drive retention, renewals, adoption, customer satisfaction, and growth. This is a high-profile customer-facing role requiring outstanding relationship management skills and technical acumen. You will work with business leaders to understand their needs and map Sailthru’s solutions and best practices to their goals.  At the same time, you will coordinate cross-functional teams to ensure a successful transition from deployment through ongoing account management. The ideal candidate is hands-on and results-oriented, with strong communication and problem-solving skills, along with a proven track record in analytics and comfortable in a fast-paced and data-heavy environment.

In This Role You Will:

  • Responsible for the management of a portfolio of client accounts to foster long-term business relationships

  • Deliver a proactive customer contact strategy to drive renewals, product adoption, training, and revenue growth

  • Increase customer satisfaction by understanding business needs and providing additional Sailthru solutions and ROI

  • Act as an escalation point to drive resolution in a timely, proactive manner

  • Identify at-risk renewals and deliver on customer remediation plans

  • Monitor customer health to track usage and customer satisfaction

  • Forecast retention, renewal, and status for assigned accounts

  • Become the customer advocate to drive cross-functional teams across development, product management, and support

What We're Looking For:

  • Excellent customer relationship management skills

  • Solid communication, listening, and writing skills

  • Ability to problem solve and resolve client issues

  • Understanding of software as a service

  • Organized and reliable: able to work independently with little direction when necessary

Preferred Qualifications

  • Bachelor’s degree

  • 4+ years of customer facing experience

  • Excellent organizational, presentation and communication skills

  • Strong written and verbal communication skills

  • Email marketing or digital marketing software experience

Perks & Benefits:

  • Competitive compensation and benefits package

  • Life, AD&D, Short and Long Term Disability Insurance

  • 50% 401k match up to 6%

  • Open Time Away 

  • Paid parental leave

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.