Senior Customer Success Manager

Time zone
Full Time
Opening date
Closing date
1 Aug 2021


This job has now closed and is no longer accepting applications.

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Archive Job Description

We’re passionate about the relationships we build with our clients.  It’s something we pride ourselves in and our customers seem to love us for it.  As a Senior Customer Success Manager, you’ll be at the heart of helping our clients harness the power of data to improve customer’s experience and website performance.

You have a track record in Customer Success handling the most prestigious customers, where you’ve wowed them with your ability to guide them from early stage roll-outs to really seeing the benefits of their investments, and all done within a SaaS, marketing or web-analytical environment.  You thrive on seeing your clients renew their contracts and buy additional services on the back of the solutions, advice and support you give them.  That’s what we do too.

Based in the US, working within our Client Services team, you’ll mostly be responsible for:

  • Taking control of our largest, highest spending customers post sales and managing that relationship;
  • Coordinating and driving the on-boarding of new clients, ensuring their business objectives are being met;
  • Working with technology partners to identify opportunities to share data sets across platforms and help make that happen;
  • Providing customized product presentations and demonstration of our platform to customers;
  • Bridging any gap between existing clients and our sales, marketing and tech team by sharing client feedback, escalation of issues and product requests;
  • Driving revenue across your clients by demonstrating value and finding new opportunities to partner;
  • Driving customer case studies and references (brands like; TUI, River Island, Credit Suisse, British Airways) and collaborating with the marketing team for this purpose;
  • Maintain opportunity and customer status information throughout the life cycle in Salesforce.

To be successful it goes without saying that your customer management expertise will be second to none and that you’ll be a gifted communicator, and will have proven this in a hi-tech or, ideally, in a web-analytics business. You’ll understand the importance that renewals and service have on the sales cycle; relishing the opportunity to work alongside sales teams to help them achieve your combined goals. Given the nature of our business you’ll be highly analytic with a flair for technology.

While you might not have heard of us before (which is OK!), you may well be supporting brands such as Expedia, Credit Suisse or British Airways, so you’ll need the background, personality and gravitas to shape their Decibel experience and engagement; we can certainly help with the product knowledge if you bring the mindset.

If you share our passion for exceptional customer service, as well as the power of analytics then we’d be delighted to hear from you…

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