Client Services Manager

About Airship

Airship is trusted by world’s leading brands such as Alaska Airlines, BBC and The Home Depot to drive revenue growth and customer loyalty with exceptional cross-channel customer experiences. Today, brands are challenged to deliver seamless, unified customer experiences across a fragmented array of channels and devices— apps, websites, email, SMS, wallets and more. 

Airship’s no-code, AI-powered platform was designed with non-technical, growth-focused teams in mind, making it easy to create, test and orchestrate hyper-personalized experiences across all channels. With the ability to easily enrich customer data and rapidly launch growth experiments, Airship enables brands to deliver consistent, meaningful interactions that accelerate conversion and foster deeper customer relationships.

We invite you to be part of our journey in building products and delivering services that touch millions of customers around the world every day.

To learn more about us, visit www.airship.com, read our blog or follow us on LinkedIn.

About Gummicube, an Airship Company

Gummicube develops powerful app discovery technology, enabling anybody with an app to quickly optimize for the most organic search visibility. Gummicube's DATACUBE software leverages proprietary big data for mobile to understand App Store search trends and the competitive landscape. Using DATACUBE, mobile search data and user behavior is no longer a black box -- resulting in greater visibility, more high-quality organic downloads and a lower overall cost of user acquisition.

Together, Gummicube and Airship enable brands, marketers, product owners and developers to optimize their entire mobile app experience — from the point of discovery to loyalty.

To learn more about Gummicube, visit www.gummicube.com. 

About the Role

Gummicube is looking for a dedicated Client Services Manager to lead our award-winning team of account coordinators specializing in our enterprise/strategic accounts ($4M+ ACV). You will be directly managing a team of 5-10 coordinators while working directly with company leadership. You will be responsible for ensuring that the department is delivering value to all partners, driving customer success outcomes and revenue expansion across our largest accounts, while also working to expand team P&L.

What You'll Do

• Oversee your immediate team of coordinators and day-to-day operations focused on enterprise customer success
• Lead either our Account Management team focused on client relationship management or our Strategy team focused on strategic account planning (specific team assignment based on experience and company needs)
• Collaborate cross-functionally with marketing, data, and creative teams to plan and support complex client needs for large accounts
• Serve as liaison between the Accounts & Client Services team and Executive Leadership
• Onboard and continuously train teams on Gummicube technologies, methodologies, strategies and implementation of process and compliance requirements for enterprise-level service delivery
• Meet weekly with Coordinators and Sr. Coordinators to understand account performance, offering insights and guidance with strategy focused on customer success outcomes
• Create cadences of account reviews, working with team members to identify areas of improvement and upsell/cross-sell opportunities across enterprise accounts
• Act as the client's first line of support behind account owners, able to negotiate deliverables and timing within reason based on complex enterprise client demands and team turnarounds
• Report relevant metrics and relationship notes to Executive Leadership including customer health scores, expansion opportunities, and retention risks
• Analyze trends and execute marketing strategies aligned with short and long-term objectives to drive customer expansion and retention
• Work with team members, account managers and senior leadership to co-develop/support account plans and strategies for delivery, growth, and customer success metrics including net revenue retention
• Create business strategies to successfully achieve client business goals and drive measurable customer success outcomes
• Navigate ambiguity and manage shifting priorities, leading others to overcome roadblocks and adapt to change while maintaining enterprise service levels
• Proactively perform risk mitigation and serve as the escalation point of contact in issue resolution for high-stakes enterprise situations

What We're Looking For

• 5+ years in account manageme