Customer Success Manager

<p></p><p></p><p><strong>Customer Success Manager</strong></p><p></p><p><strong>Who We Are:</strong></p><p><a href="https://cts.businesswire.com/ct/CT?id=smartlink&amp;url=https%3A%2F%2Fwww.persado.com%2F&amp;esheet=53538956&amp;newsitemid=20230816302368&amp;lan=en-US&amp;anchor=Persado&amp;index=9&amp;md5=ea5f7b6797722b7c05155002ae244c71" rel="nofollow noreferrer noopener">Persado</a> provides the only Motivation AI platform that generates personalized communications at scale, inspiring each individual to engage and act. Many of the world’s largest brands, including Ally Bank, Coach, Dropbox, Kate Spade, JP Morgan Chase, Marks &amp; Spencer, and Verizon, rely on Persado to engage customers across their journey, from acquisition communications to online cart conversion. Persado’s <a href="https://cts.businesswire.com/ct/CT?id=smartlink&amp;url=https%3A%2F%2Fwww.persado.com%2Farticles%2Fgenerative-ai-in-marketing-drives-business-results%2F%3Futm_medium%3Dpress%26utm_source%3Dpress-release%26utm_campaign%3Dessential-motivation-launch&amp;esheet=53538956&amp;newsitemid=20230816302368&amp;lan=en-US&amp;anchor=Generative+AI&amp;index=10&amp;md5=1b2b42ca450bd536ca0b3269faafc3a2" rel="nofollow noreferrer noopener">Generative AI</a> for the enterprise is trained on more than 100 billion digital business language impressions across industries, enabling marketers to motivate customers and drive significant business value. Persado has been <a href="https://www.persado.com/press-releases/persado-achieves-leader-ranking-in-cb-insights-analysis-of-the-generative-ai-text-content-generation-market-2/" rel="nofollow noreferrer noopener">recognized by CB Insights</a> as the top Leader for Generative AI Text Content Generation.</p><p>As an employer, Persado is committed to creating a place where everyone’s unique perspective is valued. We understand that our team members and our inclusive culture are what make Persado special. Persado is proud to be named on Fast Company’s World’s Most Innovative Companies list in 2020 and Built In’s Best Places To Work in 2021 &amp; 2022.</p><p></p><p><strong>What We Are Looking For:  </strong></p><p>As a Customer Success Manager, you will be responsible for partnering with both internal teams and customers to drive value through adoption of Persado’s platform. You will collaborate with customers daily to build relationships, establish success metrics &amp; track results, drive utilization, bring awareness of all available Persado solutions, and uncover growth opportunities.</p><p></p><p><strong>What You Will Work On: </strong></p><p>Drive customer engagement and adoption of Persado, serving as the primary day-to-day client contact </p><p>Apply a results-oriented, methodical approach to collaboratively develop and execute an account plan that moves customers along a maturity path and delivers to their quarterly, semi-annual and annual objectives</p><p>Be an advisor and expert on Persado products: </p><ul><li>Educate and onboard customers, develop users and supporters, build a story of program success, and advocate for customer needs</li></ul><ul> <li>Collaborate with marketing managers, analysts and deployment specialists at your customer account to identify and plan campaign opportunities</li> <li>Lead weekly or semi-monthly status calls and other ad hoc working sessions (planning, support, results review).  Contributing heavily to Quarterly Business Review and program governance meetings</li> <li>Be a primary point of escalation </li> <li>Identify opportunities for process or product improvements to improve customer experience and outcomes</li> </ul><p>Use creative problem-solving to manage multiple work streams simultaneously and deliver results in a fast-paced environment. Build and advance skills including:</p><ul> <li>Platform analytics (ex: Google Analytics, Adobe Analytics, Bluecore, etc.)</li> <li>Build a strong understanding of cross-channel digital marketing (email, web, search, social and other paid media, mobile, etc.)</li> <li>Help the Sales teams with upsells and renewals</li> <li>Drive continuous engagement with the customers, ensuring any business churn risks are identified as early as possible and devise action plans to prevent and/or overcome.</li> <li>Travel to clients as needed (estimated 3-4 times per quarter)</li> </ul><p></p><p><strong>What You Bring: </strong></p><ul> <li>3+ years of relevant experience on customer-facing roles, as a Customer Success Manager, Account Manager, or similar at a high growth SaaS, technology or digital marketing company or consultancy with large Enterprise customers</li> <li>Tech-savvy and comfortable in a role that combines elements of multiple disciplines (customer success, technology, account management, project management, etc.)</li> </ul><ul> <li>An analytical mindset and comfort with data and basic business math to support results processing, and business value/ROI and impact reporting.  Able to navigate simple calculations and pivo