Customer Success Manager, Marigold

• The ideal candidate is hands-on and results-oriented, with strong communication and problem-solving skills, along with a proven track record in analytics and comfortable in a fast-paced and data-heavy environment
• Excellent customer relationship management skills
• Solid communication, listening, and writing skills
• Ability to problem solve and resolve client issues
• Understanding of software as a service
• Organized and reliable: able to work independently with little direction when necessary

Desirable

• As a Customer Success Manager, you will work with enterprise loyalty, email and personalization customers to drive retention, renewals, adoption, customer satisfaction, and growth
• This is a high-profile customer-facing role requiring outstanding relationship management skills and technical acumen
• You will work with business leaders to understand their needs and map Marigold’s solutions and best practices to their goals
• At the same time, you will coordinate cross-functional teams to ensure a successful transition from deployment through ongoing program management
• Responsible for the management of a portfolio of loyalty customer accounts to foster long-term business relationships
• Establish and manage an effective account plan tied to customer business goals and objectives, helping them expand the value realized from our solution
• Increase customer satisfaction by understanding business needs and providing additional Marigold solutions and ROI
• Act as an escalation point to drive resolution in a timely, proactive manner
• Identify at-risk renewals and deliver on customer remediation plans
• Monitor customer health to track customer satisfaction
• Forecast retention, renewal, and status for assigned accounts
• Become the customer advocate to drive cross-functional teams across development, product management, and support