Sr. Customer Success Manager

We are open to Denver, CO based candidates.

Conductor is a leading Website Optimization & Intelligence platform. Today’s top brands use Conductor to create and optimize digital experiences that get found organically in search engines and drive value for customers. The platform provides actionable SEO, content, and technical website intelligence paired with real-time website monitoring to help customers accelerate—and protect—digital growth.

Conductor is a mission-driven company with a commitment to innovation, customer success, and culture. For Conductor, success is improving the lives of all the people in our orbit—our customers, our customers' customers, our employee-owners, and our communities.

We're seeking a Sr. Customer Success Manager to enable our customers to use our organic marketing platform to achieve their goals. A Sr. Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are achieving their key business outcomes related to organic marketing by providing platform enablement and organic marketing strategic solutions. 

The Sr. CSM is the key partner helping our customers achieve their strategic objectives and maximum value from their investment in Conductor.  Additionally, the Sr. CSM serves as the liaison between the customer and the Conductor team, helping the customer coordinate cross-functional team initiatives that are required for successful organic marketing results.  You will leverage Conductor’s best practices and successful customer stories to help our customers operationalize SEO across their organization and train and enable their users in the product.

A day in the life:

• Know and understand your customer’s primary objectives, and ensure they’re using the product effectively to achieve those goals
• Partner with your Account Manager counterpart to drive towards Conductor's benchmark goals for usage, renewals, and upsells. 
• Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned client, to review executive dashboards, and program status.
• Cement yourself as a trusted/strategic advisor with customers and drive continued value of our products and services.
• Advocate customer needs/issues cross-departmentally and program-manage customer concerns through a well-defined remediation process through early identification of risks to achieving customers strategic objectives.
• Proactively identify and address any issues or challenges that may impact customer satisfaction or retention.
• Monitor account health metrics and proactively intervene to prevent churn.
  
  

Support Platform enablement through:

• Maintaining current functional and technical knowledge of the Conductor platform
• Act as the Conductor liaison for technical inquiries, issues or escalations and answering product questions to increase adoption of the platform.
• Assist and provide expert deployment, and operational standard methodologies to train and enable users in the product to support growth in user base and in customer campaigns.
• Provide insight with respect to the availability and applicability of new products and features.
• Help customers create and set up reporting dashboards to help drive growth and value for Conductor customers
• Serve as the escalation point for issues relating to client satisfaction & platform engagement.
• Work collaboratively across our Customer Success organization with internal teams in Sales, Marketing, and Research & Development to ensure the best possible experience for our customers.
• Help Customers create compelling reports and find "stories" in the data to tie SEO impact to business impact
• Drive engagement with executive sponsors to facilitate enablement and adoption across organizations.
• Maintain strong documentation within the Catalyst and/or Salesforce system related to customer issues, proactive tasks and general account information.
• Consistently ensures that business is conducted with integrity at all times and that behavior aligns with Conductor policies, procedures, and core competencies

Requirements:

• Minimum of 5 years of relevant experience working in Customer Success at a B2B SaaS company
• Experience working with digital or organic marketing teams including SEO, content, web/IT, etc. highly preferred
• Prior experience and knowledge of organic search and how SEO activities influence search engine ranking algorithms preferred.
• At least two years of prior experience managing a book of business and driving success with your clients
• Prior experience training