Sr. Customer Success Manager, Agency

🌎 Location: Remote within the US

⬆ Reporting Into: Head of Customer Success, Channel

💰Compensation: $85,000 - $100,000 base salary with total expected compensation ranging from $125,000 - $140,000, based on qualifications and experience. 

 

About Ceros

At Ceros, we are artists and technologists, and our dual soul is our unique strength. We value and ignite creativity at every level, reimagining Ceros to lead in this new era. As we embark on the next chapter in our mission to unlock creativity, Ceros is not just evolving, but leading the charge in an AI-driven world, becoming the world’s premier provider of AI-powered creative solutions for the enterprise sector.

Our growing suite of cloud-based tools is specifically designed to empower professional creators, enabling them to push beyond their design boundaries and transform the way they collaborate with their teams.

Today, our products are powering some of the most engaging experiences on the web. In 2021 alone, interactive content created with Ceros Studio — from landing pages and pitch decks to interactive social media — were viewed more than half a billion times, and over 3 million comments have been added to digital content using MarkUp, our visual collaboration tool.

Working at Ceros means making an impact at scale. Our products and services are beloved by over 500,000 users and leveraged by leading brands including Mashable, Bloomberg, Red Bull, and Pinterest. And we're building something even bigger and better: the creative operating system of the future, viewed through an AI-first lens.

Ceros is backed and well-funded by top-tier investors including Sumeru Equity Partners, Grotech Ventures, Greycroft, and Starvest Partners.

We are remote-first forever with a 4½ day workweek that finishes every Friday at 1pm.

 

The Role

As a Sr. Customer Success Manager, you are a critical part of our customer-facing team. You'll be responsible for understanding customer requirements, implementing and onboarding new customers, conducting product training, driving adoption and retention, and ensuring ongoing satisfaction. You will work with our customer C-Suite and executive teams, as well as our day-to-day counterparts to drive successful outcomes. Monitoring the health of customer relationships, you will predict and navigate customer challenges and offer solutions that drive satisfaction, retention, and cross-sell/up-sell opportunities. 

Key Responsibilities 

• Strengthen agency-client relationships health post-sale by deeply embedding yourself in their accounts to drive high engagement. 
• This unique role involves collaborating with the sales team to maximize sales growth opportunities for our paid clients to drive net retention
• Serve as a client advocate who will drive strong renewal rates, reduce churn, and generate higher wallet share.
• Proactively manage customer health and engagement to mitigate risk.
• Serve as the 'voice of the customer' and provide internal feedback on how we can better serve them to maximize customer value.
• Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements.
• Collaborate with relevant ecosystem partners in professional services, customer support, or marketing organizations to ensure client success measures are met.
• Develop and execute strategic plans for internal stakeholders and quarterly business reviews.
• Bring value to clients beyond the technology through event promotion and sharing content program best practices.
• Quickly identify accounts where usage is low, understand why, and take action to increase adoption.  

Practical stuff we anticipate you having

• 3+ years of account management experience, preferably in a SaaS business environment targeted at net retention
• Experience balancing the needs of multiple stakeholders and working under tight time frames with resource constraints (3-5 years) 
• Experience successfully building senior-level business relationships and facilitating conversations at all levels, including the C-suite.
• Proven track record in a client-facing role, driving client engagement, handling difficult situations and challenges, and delivering exceptional client service
• Demonstrates a high degree of organization and proficiency in leveraging internal systems 
• Fundamental understanding of design and digital marketing
• Team-oriented and with a strong ability to develop relationships internally and externally 
• Self-driven and proactive nature 
• Patient and active listener with a passion for service 
• Strong business acumen