The Customer Success Organization is looking for an exceptional individual who is ready to impress our rapidly growing worldwide customer list, with outstanding support and attention. This individual will have the unique opportunity to work with our largest segment of customers, leveraging Scaled Customer Success strategies to anticipate their customers’ needs, questions, and pain-points before they happen, then arm them with the information and insights to achieve their goals. It is an exciting time to join Chartbeat, as we bring together the teams and customers of both Chartbeat and Tubular Labs - and the Growth Customer Success Manager will have the opportunity to deliver exceptional net growth of their book of business at scale, with a high focus on cross-sell and upsell.

The Customer Success Manager will report into the Sr. Manager, Customer Success and is responsible for managing, developing, and growing existing Enterprise relationships in their region and assigned book of business. The Customer Success Manager will use systematic account management and forecasting to oversee a large base of customers to ensure timely account renewals, identify possible churns, provide product optimization, and ultimately own the net growth of their portfolio through strategic customer advocacy.

Responsibilities

● Cultivate successful relationships with key stakeholders within customer organizations to ensure optimal engagement within the product and support
● Understand the technical needs of their customer base and collaborate with internal teams and external stakeholders to ensure the optimal delivery of Chartbeat and Tubular Labs solutions
● Become an expert at articulating the Chartbeat value proposition, and delivering this to their customers through automated “Tech Touch” customer engagement strategies, customer webinars, and opportunistically building relationships with key accounts
● Identify opportunities for increased product optimization
● Collaborate with the Sr. Manager, Customer Success to standardize product offerings to suit the needs of their customer base, as well as to build out and maintain plans to grow their book of business
● Anticipate and negotiate annual renewals while continuously working with customers to assess upsell potential to optimize customer output and engagement
● Deeply understand the competitive landscape and demonstrate proficiency in presenting Chartbeat and Tubular Labs as the optimal long-term solution
● Proactively flag at-risk accounts and work closely with the Sr. Manager, Customer Success, Global Vice President of Customer Success and other internal stakeholders to retain accounts whenever possible
● Identify critical opportunities for increased product optimization and engage in a consultative manner with key customer stakeholders to ensure customers get full value from their relationship with Chartbeat and our products
● Demonstrate sincere curiosity to uncover and understand customer business challenges and a passion to exceed customer expectations via proactive engagement and trainings
● Travel as needed to represent Chartbeat at customer meetings and conferences worldwide

Requirements

● Bachelor’s degree and/or equivalent experience
● 2+ years of B2B relationship management experience
● Experience working with and/or for media organizations a major plus
● Demonstrated experience with or appetite to learn consultative relationship building, objection-handling and customer-oriented demo skills, preferably in support of SAAS, cloud, media, marketing or web-analytics platforms
● Recognized by key customers/stakeholders as a digital media and analytics expert who can leverage that knowledge into practical customer solutions
● Ability to work independently and to effectively handle numerous and often simultaneous priorities with stakeholders across all functions of our customer organizations
● Experience with scaled Customer Success or 1:Many SaaS models a plus
● Proven results consistently growing a portfolio of enterprise customer relationships
● Strong sense of urgency and resiliency
● Excellent written, persuasive speaking, demoing and contract negotiation skills
● Demonstrated knowledge of CRM (Salesforce) activity, opportunity and pipeline management preferred
● Familiarity with web/media publishing technologies and debugging tools is a major plus
● Experience working with customers outside the US is a plus
● Demonstrated evidence of multinational experience; multilingual skills preferred including but not limited to fluency in English, Hindi and Mandarin a plus.

The salary range for this position is $75,000 - $100,000 SGD plus variable compensation.