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 enterprise customers and be responsible for driving retention, renewals, adoption, customer satisfaction, and growth of your portfolio. This is a customer facing role requiring outstanding relationship management skills and technical acumen. You will work with business leaders to understand their needs and you will be able to help them further leverage the omnichannel capabilities of Marigold solutions to drive a Consumer-First Marketing program. The ideal candidate is hands-on and results oriented, with strong communication and problem solving skills.
What You'll Do:

• Own an Enterprise portfolio of customers in which you are responsible for driving retention, satisfaction, adoption and growth.

• Understand business needs to deliver proactive and consultative customer success that drives partnership, customer satisfaction and mutual success.

• Be a trusted advisor by providing industry and market thought leadership to our customers.

• Lead Strategic Business Reviews, recurring status meetings, trainings and account plans.

• Act as the main escalation point to drive customer resolution in a timely, proactive manner.

• Be the voice of the customer internally by advocating for product enhancements and marshaling resources.

• Forecast retention, renewal, and status for assigned accounts and deliver on customer remediation plans.

• Consult and participate in all aspects of the sales cycle including, proposals, scoping, pricing, demonstrations, and contract negotiations, related to all opportunities across existing client base.

• Drive all aspects of the customer lifecycle at Marigold, including implementation, adoption, expansion and renewal.

Ideal Qualifications:

• A deep understanding and passion for SaaS and Email/SMS/Push Notifications/Website personalization/Digital Marketing.

• Minimum of 5+ years professional work experience in advertising, marketing or a related field; having held a similar role as an Account Manager or Customer Success Manager at the Enterprise level

• Self driven with the energy and resilience to perform consistently at a high level in a fast paced environment.

• Experience working with customer contacts at the executive level and proven track record of leveraging those relationships for increased retention and partnership.

• Comfort working in a highly flexible, entrepreneurial environment.

• Strong ability to establish priorities and make decisions.

• Strong project planning and time management skills.

• Proven success working with cross functional teams.

• Outstanding oral and written communication and presentation skills.

• Strong team building and interpersonal skills.

• Undergraduate degree.

• Some travel required (less than 20%).

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.