Customer Success Manager

The Company:

Marigold is a leading cross-channel marketing platform, with solutions for email, SMS, loyalty, and personalization, helping brands transform their relationships with customers. As the trusted partner behind the world's most recognized brands, including Air New Zealand, Chipotle, Hiscox, KFC, Kraft Heinz, The Atlantic, and more-Marigold delivers relevant brand experiences that cut through the noise and drive real impact. Marigold was born through a merger of industry-leading marketing platforms Cheetah Digital, Sailthru, Selligent, Liveclicker, Emma, and Campaign Monitor, and powers billions of customer interactions annually.
 

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 project planning and time management skills.

• Some travel required (less than 20%).

Our Benefits: 

• Competitive benefits including: medical/dental/vision insurance, life/accident/disabilities insurance, supplemental health benefits, FSA, EAP and pet 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.

This position is eligible for hire in the following US states:  Alabama, Arizona, Arkansas, California, Connecticut, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington,  and Wisconsin.

California SB 1162 Pay Transparency Notice
In compliance with California’s Pay Transparency for Pay Equity Act (SB 1162), we are disclosing the compensation range for roles that could be performed in California.
For California residents only, the base salary range for this role is $90,000 – $100,000 annually.  This role is also eligible for commissions based on performance / sales targets / company results. For California residents, the expected range for this variable compensation is up to $12,500 annually.

This range reflects the base salary that we reasonably expect to pay for the position in California. Actual compensation will be offered within this range, based on factors such as skills, experience, and qualifications, as permitted by California law.
Similar positions located outside of California may be subject to different compensation structures.