Senior Customer Success Manager, Conductor
$67.5-98k
This role is also eligible for a variable bonus based on attainment of quota and performance targets. The base/variable mix is 80/20
In-office Monday-Thursday
4 days a week in office
Search & content intelligence platform
Job no longer available
Search & content intelligence platform
201-500 employees
Job no longer available
$67.5-98k
This role is also eligible for a variable bonus based on attainment of quota and performance targets. The base/variable mix is 80/20
In-office Monday-Thursday
4 days a week in office
201-500 employees
Company mission
To transform marketing into a force for improving people’s lives.
Role
Who you are
- Minimum of 5 years of relevant experience working in Customer Success at a B2B SaaS company
- Experience working with digital or organic marketing teams including SEO, content, web/IT, etc. highly preferred
- Prior experience and knowledge of organic search and how SEO activities influence search engine ranking algorithms preferred
- At least two years of prior experience managing a book of business and driving success with your clients
- Prior experience training customers on how to use technology/software
- Strong analytical and problem-solving skills with the ability to interpret data and derive actionable insights
- Strong customer service skills with proven ability to build and maintain relationships via zoom, telephone and email Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers at all levels across all mediums (phone, zoom, email)
- Have an ear for discovery and a deep desire to understand the customer’s needs and business
- Thrive in high-speed environments and see challenges as opportunities for our customers
- Be comfortable being responsible for the orchestration of a portfolio of enterprise customers with the goal of driving renewals to successful completion and identifying expansion opportunities
- Have the proven ability to manage projects to successful completion, multi-task, and work within tight deadlines
- Possesses the ability to manage tough conversations in a professional and solution-oriented manner
- Self-motivated with a strong sense of ownership and accountability
- Experience working with CRM software (e.g., Salesforce) and customer success platforms is preferred
What the job involves
- We're seeking a Sr Customer Success Manager to enable our customers to use our organic marketing platform to achieve their goals
- A Sr Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty
- Their job is to work closely with customers to ensure they are achieving their key business outcomes related to organic marketing by providing platform enablement and organic marketing strategic solutions
- The Sr CSM is the key partner helping our customers achieve their strategic objectives and maximum value from their investment in Conductor
- Additionally, the Sr CSM serves as the liaison between the customer and the Conductor team, helping the customer coordinate cross-functional team initiatives that are required for successful organic marketing results
- You will leverage Conductor’s best practices and successful customer stories to help our customers operationalize SEO across their organization and train and enable their users in the product
- Know and understand your customer’s primary objectives, and ensure they’re using the product effectively to achieve those goals
- Partner with your Account Manager counterpart to drive towards Conductor's benchmark goals for usage, renewals, and upsells
- Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned client, to review executive dashboards, and program status
- Cement yourself as a trusted/strategic advisor with customers and drive continued value of our products and services
- Advocate customer needs/issues cross-departmentally and program-manage customer concerns through a well-defined remediation process through early identification of risks to achieving customers strategic objectives
- Proactively identify and address any issues or challenges that may impact customer satisfaction or retention
- Monitor account health metrics and proactively intervene to prevent churn
- Maintaining current functional and technical knowledge of the Conductor platform
- Act as the Conductor liaison for technical inquiries, issues or escalations and answering product questions to increase adoption of the platform
- Assist and provide expert deployment, and operational standard methodologies to train and enable users in the product to support growth in user base and in customer campaigns
- Provide insight with respect to the availability and applicability of new products and features
- Help customers create and set up reporting dashboards to help drive growth and value for Conductor customers
- Serve as the escalation point for issues relating to client satisfaction & platform engagement
- Work collaboratively across our Customer Success organization with internal teams in Sales, Marketing, and Research & Development to ensure the best possible experience for our customers
- Help Customers create compelling reports and find "stories" in the data to tie SEO impact to business impact
- Drive engagement with executive sponsors to facilitate enablement and adoption across organizations
- Maintain strong documentation within the Catalyst and/or Salesforce system related to customer issues, proactive tasks and general account information
- Consistently ensures that business is conducted with integrity at all times and that behavior aligns with Conductor policies, procedures, and core competencies
Our take
The internet is increasingly becoming a walled garden, with content and vital market intelligence hidden away on social media sites, gaming environments and apps. And with increasing regulation in the data protection space, such as GDPR, it can be harder for marketing teams to gain insight into what potential customers exist and what they want.
Conductor exists to change that. Taking advantage of the power of search ("No one ever lies to a search engine", in the words of the company's CEO and co-founder), it utilises data from search traffic to help marketing teams build more effective campaigns. Able to help optimise search results, track keyword rankings and measure performance, it has led to doubling the rate of conversions and site traffic among its customer base, which includes the likes of Citibank, athenahealth and Canon.
With a record of substantial funding and growing revenue from its customer base, Conductor is continuing to invest in its technology, making strategic acquisitions to help it expand. For instance, its acquisition of ContentKing allowed it to add real-time website auditing and monitoring to its platform, and its 2023 acquisition of Searchmetrics is aimed at accelerating its growth in Europe. As the SEO space enters a period of consolidation, it seems that Conductor is well-positioned to remain at the top of the search results.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Nov 2021
$150m
LATE VC
Oct 2017
$7m
SERIES D
Total funding: $216.6m
Company benefits
- Child Care & Parental Leave Benefits
- Health Insurance & Wellness Benefits
- Perks & Discounts
- Professional Development Benefits
- Retirement and Stock Option Benefits
- Vacation & Time Off Benefits
Company HQ
Midtown South, New York, NY
Leadership
Seth Besmertnik
(Co-Founder & CEO)Previously CEO of LinkExperts (market leader in link building for Fortune 500 brands).
Jeremy Duboys
(Founder)With a BA in Media Studies, they went onto become a Founder for many companies such as Professional Taste Printing, Prinly/All Business Cards and most recently RxGo.com/Medication Discount Card LLC.
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