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Customer Success Manager

Sailthru

Sailthru

Administration
United States · Remote
Posted on Wednesday, May 29, 2024

The Company

Marigold helps brands foster customer relationships through the science and art of connection. Marigold Relationship Marketing is a suite of world-class martech solutions that help marketers create long term customer love and loyalty. By joining together these leading solutions through a set of common services, Marigold provides the most comprehensive set of use cases for marketers at any level. Headquartered in Nashville, TN, Marigold has offices globally across the United States, Europe, Australia, New Zealand, South America and Central America, as well as in Japan. This position supports the Campaign Monitor and Emma product lines.

The Role

As a Hybrid Customer Success Manager/Account Manager you will work with our most strategic 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 advise on ways to use Marigold’s portfolio of products and industry best practices to help them achieve their business goals. At the same time, you will coordinate cross-functional teams to ensure a successful transition from onboarding through ongoing growth and renewal customer lifecycle phases. 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 addition to the CS responsibilities, the Hybrid CSM is responsible for renewing, retaining, and growing a dedicated book of strategic, high-dollar customers within one or both of Marigold’s commercial brands, Campaign Monitor & Emma.

This role will be responsible for customers located in Australia and will be required to work in the Pacific or Mountain time zones, with Pacific preferred. The standard work schedule for the role will shift throughout the year due to daylight savings time changes in both the US and Australia. Candidates should expect that they will start their day between 11am and 1pm Pacific.

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 Marigold solutions and ROI

  • Proactively provide strategic recommendations to help customers optimize their product use and digital marketing metrics

  • Maintain a high level of visibility with customers, through strategic meetings, customer marketing stories, executive touchpoints, etc.

  • 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

  • Drive 100% net revenue retention within a dedicated book of strategic contracted customers.

  • Lead renewal discovery conversations with customers to understand their email needs and provide recommendations for which Marigold offerings align with their goals and budgets.

  • Create and present customized renewal proposals; Facilitate pricing and legal negotiation with the customer in partnership with our pricing and legal teams.

  • Proactively identify growth opportunities and risk scenarios across customer accounts and develop detailed, data-driven sales plans to outline paths for preventing churn and maximizing growth, both at off-cycle and at the time of renewal.

  • Sell Marigold’s vision and product suite through product demonstrations, customer meetings and events, as well as other account-specific initiatives

  • Create customized pricing specific to customer’s needs, so as to maximize logo/unit retention rate.

  • Be a subject matter expert for Marigold’s family of products and understand all aspects of the products intended usage, features, and ideal customer base.

  • Lead discovery conversations with customers to understand their email needs and provide recommendations for which Marigold products align with their goals and budgets.

Requirements:

  • 4+ years of customer facing experience

  • Minimum of 3 years of account management or sales experience (preferably in the technology / SaaS space)

  • Proven track record of achievement against targets

  • Experience in managing sales-oriented conversations

  • Previous experience with Salesforce.com or comparable CRM tool

  • Excellent organizational, presentation and communication skills

  • Strong written and verbal communication skills

  • Email marketing or digital marketing software experience

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

Perks & Benefits:

  • Competitive compensation and benefits package

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

  • 401k with company match

  • Open Time Away

  • Paid parental leave