Customer Success Manager, PathFactory
Intelligent content platform for B2B marketing
Be an early applicant
Intelligent content platform for B2B marketing
101-200 employees
Be an early applicant
101-200 employees
Company mission
PathFactory believes Content Insight and Activation is the best way to make marketing better for both marketers and buyers.
Role
Who you are
- 3+ years of experience in Customer Success or Account Management, with a focus on enterprise and commercial customers
- Ability to work strategically with multiple departments, including marketing and IT, to drive product adoption and customer value
- Proven ability to manage multiple accounts in a fast-paced SaaS environment
- Strong relationship management skills and the ability to engage with management and individual contributors across the customer organization
- Familiarity with the Martech industry is a plus
What the job involves
- The Customer Success Manager is responsible for managing a portfolio of high-value enterprise and commercial accounts, ensuring they realize the value of their investment in PathFactory
- While onboarding is managed by a separate team, the Customer Success Manager ensures that customers receive immediate value through the successful delivery of use cases defined during implementation
- The Customer Success Manager collaborates closely with Account Directors for renewals and expansion opportunities and engages with various departments, including Demand Generation, Content Marketing, Marketing Operations, and IT
- Manage a portfolio of enterprise and commercial customers, ensuring they achieve value from PathFactory’s platform by leveraging the use cases constructed during the onboarding process
- Drive product adoption and engagement by collaborating with marketing functions such as ABM, Demand Generation, and Content Marketing, as well as IT
- Conduct Strategic Check-ins to review progress, discuss goals, and reinforce the value PathFactory provides to the organization
- Work closely with Account Directors to align on renewal and expansion strategies by demonstrating the ongoing value of the platform
- Proactively monitor account health, usage, and engagement metrics to identify potential risks and take corrective action
- Serve as a product expert and advocate, ensuring customers are aware of new features, best practices, and ways to optimize their use of PathFactory
- Collaborate with internal teams, including Product, Support, and Solutions Engineering, to resolve customer challenges and ensure a consistent experience
Application process
- 30-minute (audio) screening call with a member of our HR team to give you a better insight into the role and PathFactory as well as give us a chance to learn more about your unique experience and skill set
- 45-minute (video) interview with our hiring manager to discuss your experience in-depth and give you the chance to learn about the manager’s leadership style and the expectations of the role
- A take-home assignment for you to showcase your experience and problem-solving skills!
- 60-minute (video) team interview! This will give you an opportunity to walk the team through your assignment as well as an exciting chance for you to meet with potential colleagues on the CX team
- 30-minute (video) interview with our Chief Customer Officer as a final step in the process to get to know our leadership and get a sense of the direction of our organization
Our take
Traditional B2B digital marketing is on the cusp of a radical transformation. Legacy tools are being overtaken by intelligent systems that finally crack the code for converting marketing content to concrete sales. PathFactory's intelligent content platform is all about anticipating future needs in an intelligent and data-driven way, by helping businesses to accelerate nurture, improve win rates, and understand content performance.
PathFactory partners with leading B2B service providers, including Oracle, Adobe, and 6sense, and integrates with others including WordPress and Salesforce to deliver personalized, contextually relevant marketing content at scale. Clients of its platform include Fortune 500 companies such as Oracle, Nvidia and Verizon.
The company is continuing to scale the business, with specific investments in engineering and data science to extend its core platform as well as to expand its sales and marketing efforts. In 2023, it partnered with Aprimo, a digital asset manager and content operation solutions provider, helping to elevate both companies' customer experiences and improving PathFactory's AI -driven engagement insights.
Freddie
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Sep 2017
$13m
SERIES B
Aug 2016
$4m
SERIES A
Total funding: $21m
Company benefits
- 2 days paid VTO (volunteer time off) every year to help impact your community
- Education and learning stipend for personal growth and development
- Flexible vacation time to promote a healthy work-life balance
- Continuing Business Education through monthly “DevTalks” with global thought leaders
- Customer Love - check out our TrustRadius and G2 Crowd reviews to hear what our customers say
Company HQ
Financial District, Toronto, ON
Leadership
Nick Edouard
(CPO)Previous experience at Nomad Digital, working as Business Development Director, President, and Senior Advisor over 7 years.
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