Sr. Customer Success Manager

Job ID: 25-07172 Job Title: Customer Success Manager
Location: San Jose CA - 100% Remote
Duration: 12 months
Contract Type: W2 only
Pay Rate: $54.36/Hour

Duties:

• We are hiring a Senior Customer Success Manager to join our Digital Experience Cloud team.
• To achieve the significant opportunity ahead, Client's Customer Success needs to lead the post-sales customer experience, driving adoption and value for our customers.
• In this role, you will serve as an industry-specialized Customer Success manager passionate about helping your accounts achieve their goals for personalization at scale, unifying voices across client for a cohesive plan of action and quantifying impact along the way.
• Industry Customer Success Managers deliver an outstanding experience for Client's top customers, including responsibilities for strategic account planning, use case adoption, advocacy and value realization.

What You'll Do:

• The Senior Customer Success Manager will be responsible for customer-facing leadership to evangelize mutual success plans, engagement strategies and frameworks for measurable impact.
• You will use strong executive presence and have a deep understanding of digital marketing, applying diverse sources of information, especially business trends and metrics, towards innovative customer experiences.

Responsibilities include:

• Accountable for Customer's overall success with the Client, including planning, customer health, multi-solution adoption, and measurable impact through the lens of industry specialization
• Act as the central point of contact throughout the Customer's lifecycle, define measurable success plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels.
• Network within accounts in order to achieve successful execution of client's strategy and roadmap
• Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and using the customer engagement model to align, track and evolve customer business goals
• Drive adoption of Client's Experience Cloud products - using data to provide insights and progress from baseline through the maturity curve
• Champion innovation by sharing industry thought leadership and new ways your customers can use Client's solutions to advance their digital maturity
• Identify Customer risk, and collaborate with the extended client's team to build and activate "get well" plans
• Be the voice of the customer internally at client - sharing strategic use-cases, process improvements and asks back into the internal ecosystem
• Participate in ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers' success

Required Skills:

• 10+ years of Customer Success experience in the Tech Industry (Software as a Service, Digital Marketing, etc.)
• Familiarity with AEM highly desired
• Passion for driving customer success and measurable outcomes with and demonstrated success advising customers to deliver business value
• Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and cultivate joint partnership
• Strong consulting skills
• Ability to prioritize, multi-task, and perform under pressure
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Existing knowledge of software in digital marketing and/or digital media space, including data platforms, content management and customer journeys
• Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners
• Validated experience with account planning & customer success plans, including leading and facilitating executive meetings and workshops
• Effective at leading executive C-level discussions and presentations
• Flexibility to travel (approx. 20%)

Education:

• Bachelor's Degree and/or relevant work experience