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Customer Success Manager, Strategic Accounts

Sailthru

Sailthru

Customer Service, Sales & Business Development
Remote
Posted on Wednesday, July 10, 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. Marigold provides the most comprehensive set of use cases for marketers at any level. Headquartered in Nashville, Tennessee, Marigold has offices globally across the United States, Europe, Australia, New Zealand, South America and Central America, as well as in Japan.

The Role:

Marigold is hiring a Customer Success Manager, Strategic Accounts to join our dynamic team. The Customer Success Manager, Strategic Accounts collaborates with Marigold’s enterprise customers to plan and orchestrate their adoption of our solutions. This role is responsible for the creation and ongoing management of high impact programs with a relentless focus on each client’s business objectives. This role is responsible for increasing customer retention and driving recurring revenue in existing business customers. Success metrics for this role include: platform adoption, CSAT, ARR, NRR, and business impact.

The CSM will own a portfolio of enterprise customers, acting as the primary point-of-contact and representing the highest level of accountability on the customer team. As such, we are seeking individuals with a high degree of business maturity, critical thinking skills, and operational discipline. Critical to this role is the ability to rally multiple stakeholders toward a clear plan of action that is designed to deliver business value.

This is an opportunity to join a world class team of marketing technology professionals who are working with prominent consumer brands to reward customer behaviors, build lasting relationships, and deliver value at every interaction with our scalable solutions.

As a Customer Success Manager, Strategic Accounts You Will:

  • Identify risks and opportunities pertaining to Marigold’s positioning with existing clients.

  • Build and foster strategic relationships with key marketing and technology decision makers and C-suite executives.

  • Drive recurring revenue in the assigned portfolio of existing customers and increase customer retention.

  • Be the visionary who takes their customers on a journey while leveraging industry and business acumen to drive tangible business outcomes.

  • Orchestrate internal, matrix teams to influence marketing and technology leaders with genuine strategy and data on how Marigold can help them surpass their goals.

Your Responsibilities:

  • Assume accountability for a portfolio of enterprise customers, establishing and managing an effective account plan tied to customers business goals and objectives, helping them expand the value realized from our solution.

  • Organization and delivery of comprehensive Strategic Business Reviews (SBRs), which provide program visibility to Senior stakeholders in the Customer portfolio.

  • Manage escalations and customer strategic growth-related activities. Demonstrate ability to drive direction and strategy through organization.

  • Complete internal Marigold deliverables, updates and reports related to the CSM’s portfolio such as internal QBRs.

  • Business Planning – Develop and deliver a comprehensive account plan to address customer's priorities and hurdles. Utilize strategic value assessments, benchmarking and Return on Investment data to support decision process

  • Driving Operational Excellence by partnering with cross-functional teams and internal stakeholders across Product, Strategy, Services, Portfolio Management, Finance, and Sales

Qualifications:

  • 6+ years professional work experience in a fast-paced role in a Consulting, Technology, Agency, or marketing technology environment.

  • Experience defining KPI-driven goals and composing/evaluating efforts across functions.

  • Acumen and interest in marketing technology and consumer brand strategy is desired.

  • Strong presentation skills, including the ability to create elegant and engaging slideware.

  • Strong quantitative skills, including the ability to tell compelling stories with data.

  • Ability to build relationships at multiple levels in a client organization.

  • Ability to ideate and parlay business objectives into an actionable plan.

  • Self-driven with the energy and resilience to perform consistently at a high level in a fast-paced environment.

  • Strong business acumen and an analytical mindset.

  • Bachelor’s Degree or higher.


What We Offer:

  • The table-stakes benefits you’d expect including: medical/dental/vision, life and disabilities insurance.

  • Generous time off (we call it Open Time Away) as well as paid holidays and a birthday benefit day off.

  • 401k plan with a company match on your contributions.

  • Employee-centric and supportive remote work environment with flexibility.

  • Support for life events including paid parental leave.