Customer Success Manager

Idio - New York, NY (30+ days ago)


Interested in working for an hot AI Startup in New York? Who wouldn't!

We're a top-tier VC funded startup with offices in New York, Toronto and London - helping our customers deliver one-to-one marketing at scale with AI and NLP. We're a small, dedicated team competing with much larger competitors and winning. Our focus is B2B Technology, Information Service and Asset Management companies with complex product portfolios and customer segments.

Our customers' success is at the heart of our business. We see it as every teams’ responsibility from Marketing to Engineering to be thinking about how we make our clients successful. But one team takes the lead in the day-to-day and that's Customer Success.

A Customer Success Manager is accountable for:
The overall relationship with assigned customers
Ensuring retention, and delivering client satisfaction

The role will require you to:
Understand your clients’ required outcomes
Become a trusted advisor with your customers and to share best practice
Plan and deliver quarterly business reviews that deliver value as well as develop relationships
Understand how apply Idio data and tools to help customers meet their required outcomes
Earn advocacy from our customers
Be an internal advocate for the customer
Work with Sales to identify upsell opportunities where appropriate
Use Idio data to diagnose potential performance improvements on the web and/or email
Requirements

About you

3+ years of prior experience in Customer Success, Account Management, Marketing Agency or equivalent history of increasing customer satisfaction, adoption, and retention
You understand demand generation or digital marketing, and have preferably worked with teams in this area before.
Experience with Success best practice
Experience of working with Fortune 100 clients
Proven ability to build relationships at operational at executive levels
Impeccable written and verbal communication skills, be detail oriented and analytical
Experience working in digital marketing or data

Bonus points for:
B2B Tech and/or Finance industry experience
Project management skills, experience and/or qualifications
Computer Science background

Experience working at companies focussed on:
Marketing automation (e.g. Marketo, Eloqua, Pardot, Exact Target)
Email marketing (e.g. Adobe, Oracle or Salesforce)
Personalization (e.g. Adobe, Maxymiser)
Other languages
Benefits

Competitive salary, stock options, a new MacBook
Opportunities to advance career into team management and strategy
Fast paced, collaborative, and fun culture
Dedicated training budget
Snacks and free lunch on Fridays
Regular team networking and social events
Really smart colleagues
Generous vacation allowance