Customer Success Manager

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

As a Customer Success Manager, you will work with our most strategic clients to drive retention, renewals, adoption, customer satisfaction, and growth. This is a high-profile customer-facing role requiring outstanding relationship management skills and technical acumen. You will work with business leaders to understand their needs and advise on ways to use Marigold’s portfolio of products and industry best practices to help them achieve their business goals. At the same time, you will coordinate cross-functional teams to ensure a successful transition from onboarding through ongoing growth and renewal customer lifecycle phases. The ideal candidate is hands-on and results-oriented, with strong communication and problem-solving skills, along with a proven track record in analytics and comfortable in a fast-paced and data-heavy environment.

In This Role You Will:

• Be responsible for the management of a portfolio of client accounts to foster long-term business relationships

• Deliver a proactive customer contact strategy to drive renewals, product adoption, training, and revenue growth

• Increase customer satisfaction by understanding business needs and providing additional Marigold solutions and ROI

• Proactively provide strategic recommendations to help customers optimize their product use and digital marketing metrics

• Maintain a high level of visibility with customers, through strategic meetings, customer marketing stories, executive touchpoints, etc.

• Act as an escalation point to drive resolution in a timely, proactive manner

• Identify at-risk renewals and deliver on customer remediation plans

• Monitor customer health to track usage and customer satisfaction

• Forecast retention, renewal, and status for assigned accounts

• Become the customer advocate to drive cross-functional teams across development, product management, and support
   

Preferred Qualifications:

• Excellent customer relationship management skills

• Solid communication, listening, and writing skills

• Ability to problem solve and resolve client issues

• Understanding of software as a service

• Organized and reliable: able to work independently with little direction when necessary

Requirements:

• 4+ years of customer facing experience

• Excellent organizational, presentation and communication skills

• Strong written and verbal communication skills

• Email marketing or digital marketing software experience

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.