Here at Kapost, we are revolutionizing the way that companies get the right marketing content to the right buyer at the right time. As the world's leading provider of B2B content marketing software, we are partnering with our 150+ clients -- GE Digital, LinkedIn, IBM, and Salesforce to name a few -- to power their content operations. We’ve been featured as a great place to work by Built In Colorado. We're growing fast and are looking to add to our talented team. Read more about our culture here!

JOB DESCRIPTION:

Customer Success Manager (CSM)

Dept: Customer Success | Reports to: Director of Customer Success | Location: Boulder, CO

The CSM’s primary responsibility is to take ownership of a portfolio of customers, commit to their success, and relentlessly drive adoption and secure renewal for them, by:

• Building relationships with executive sponsor(s)

• Learn their business’ priorities, strategic initiatives, and content operation goals

• Ensure they are bought-in to our value prop and vision as a Marketing Operating System

• Align with them on their Success Plan to ensure delivery of business value

• As value is delivered, demonstrate that to them and confirm the business value

• Tenaciously advocating for customers’ product & service needs

• Empowering your Champion (Project Lead) to extract full value through interactions with you, and also usage of our Customer Marketing resources

• Managing and mitigating risk & escalations

• Being a product usage best practice subject matter expert (SME), and prescriptively guide the customer in those best practices

• Lead, drive, and manage change within large, complex, enterprise organizations

Accompanying these goals are customer satisfaction and multi-level customer executive relationship management. This is a role for an experienced client-facing professional who has broad expertise in customer relationship management, enterprise SaaS deployment program management, change management, and strategic consulting.

The ideal candidate will have large account management experience, understand what it takes to secure successful renewals for enterprise software, and be well-versed in cross-functional service delivery while being able to liaison strongly with Kapost’s Implementation Team, Consulting Team, Support Team, Product, and Sales team(s).

Think of yourself as a business owner with a portfolio of customers with which you have to achieve high levels of product adoption, upsell, and renewal. You should know the health, risk, goals & opportunities within each of your customer accounts, and then act accordingly.

Key Responsibilities:

• Understand each customer’s business goals and priorities and manage the plan to drive achievement of those goals - at both a strategic and a tactical level - starting during pre-sales discussions and continuing through the lifecycle of the customer relationship

• Establish a trusted advisor relationship that works to ensure customer’s overall satisfaction with our products

• Identify risk in your accounts, and developing/managing risk mitigation plans

• Work with Kapost’s Renewals Manager to ensure your customers renew

• Work with Sales on upsell/cross-sell/expansion opportunities within your portfolio

• Develop and drive the execution of Success Plans that outline your customers' business challenges, business goals, success criteria, and measurable KPIs

• Create, deliver, and execute quarterly Executive Business Reviews for your customers to benchmark progress, track toward success, and advise on growing best practices

• Act as a liaison between Product Management and your customer with a focus on communicating the Kapost roadmap and how the roadmap will influence customer activities

• Leverage customer relationships as needed for prospect references

• Prioritize and drive resolution on escalated customer issues in coordination with the Support Team

• Manage C-level/executive, mid-level, and project relationships among a diverse set of customers

• Develop complete understanding of the Kapost platform by understanding the how-to as well as best practices

• Be comfortable and capable communicating Kapost’s solution and value to a primarily non-technical audience of marketers

• Ability to travel up to 50%

• Gross renewal rate

• Net retention rate

• Executive alignment health scorecard

• Product usage & adoption metrics

• NPS

Requirements/Skills:

• Strategic client manager with success in building high quality relationships with executive sponsors at enterprise companies

• 5+ years experience with managing enterprise software applications in a customer success / account management function

• Experience in SaaS, change management, project management, strategic account management and executive engagement is a must

• Teamwork skills a must, ability to collaborate and manage internal and external resources

• Proven time management skills in an environment where you may be managing several customer engagements simultaneously

• Excellent verbal, written, and interpersonal communication skills

• Ability to think, act and lead strategically as well as tactically to execute against your customer's’ business goals

• Proficient and organized, with the ability to take detailed notes and act on follow-up items

• Must be a quick learner, self-starter, and have the ability to work with minimal supervision in a fast-paced environment

• Experience with technology stack of: Salesforce, Marketo, Eloqua, Gainsight, Smartsheet, Slack, Google Apps, Microsoft Office, etc. a plus

• Four year university/college degree required

• Content marketing experience/expertise a plus, but not required

Key Attributes in a Successful Kapost CSM

• Leadership

• Project Management

• Strategic Planning and Account Management

• Empathy

• Executive Presence

• Grit and Tenacity