Senior Client Success Manager, SWZD
$70-90k
+ Incentive compensation for eligible roles
More information about location
Global marketplace connecting technology buyers and sellers
Open for applications
Global marketplace connecting technology buyers and sellers
101-200 employees
Open for applications
$70-90k
+ Incentive compensation for eligible roles
More information about location
101-200 employees
Company mission
To help their clients drive growth while reducing the complexity of customer engagement, acquisition, and retention.
Role
Who you are
- The ideal candidate is passionate about customer service, satisfaction, and success, with excellent communication skills
- If you are a results-driven and customer-centric professional looking to make a meaningful impact, we encourage you to apply for the role and become part of a customer-focused, dynamic team
- Bachelor’s degree in Business, Marketing, Communications, or a related field
- 4+ years of experience as a customer success manager, account manager, or in customer success, account management, or customer service roles
- Experience in managing customer success programs, customer retention, and upselling strategies
- Ability to analyze customer data and usage trends to identify areas of improvement
- Understanding of product management and its impact on customer experience
- Strong interpersonal and communication skills, with the ability to build and maintain long-term relationships and work cross-functionally
- Excellent problem-solving and critical-thinking abilities, with a customer-focused mindset and a proactive approach
- Strong organizational and time management skills, with the ability to manage multiple accounts and priorities simultaneously
- Familiarity with CRM tools, customer success platforms, and analytics software
- Solid negotiation skills to handle complex customer accounts
- Preferred skills and qualifications
- Advanced degree in Business, Marketing, or a related field
- Relevant certification in Customer Success, Account Management, or related fields (e.g., SuccessHACKER, CSM certification)
- Experience in SaaS, technology, or B2B industries
- Knowledge of customer success best practices and frameworks
- Experience with data analytics and reporting
- Experience in managing large enterprise-level accounts
- Proficiency in handling customer escalations and resolving conflicts
- Multilingual abilities, especially in regional languages
What the job involves
- At Spiceworks, we're seeking a skilled and passionate Senior Customer Success Manager (Senior CSM) to join our team
- As a Senior CSM, you will be responsible for understanding our customers’ needs, ensuring excellent customer experience, fostering long-term loyalty, and ensuring they get the most value from our products and services
- You will be crucial in helping us build strong, lasting relationships with our clients/customers
- Managing and growing relationships with key customers, acting as their primary point of contact
- Engaging proactively with customers to understand their goals and challenges and offering solutions that align with their needs
- Ensuring high customer retention and satisfaction levels by delivering exceptional service and support
- Gathering customer feedback and communicating product improvement suggestions to the development team
- Collaborating with internal teams to address customer feedback, resolve issues, and ensure the smooth delivery of products and services
- Developing and executing customer success strategies that drive product adoption and maximize customer value
- Monitoring customer health metrics, tracking success KPIs, and regularly reporting on customer outcomes to leadership
- Advocating for the customer within the organization to ensure their needs are prioritized
- Onboard new clients and guide them through product setup, training, and initial usage to ensure successful implementation
- Conduct regular check-ins and business reviews with customers to assess progress, gather feedback, and discuss future goals
- Identify upselling and cross-selling opportunities to expand customer use of the company’s products and services
- Oversee the customer lifecycle management and identify areas for optimization
- Conduct customer onboarding sessions to ensure successful product adoption
- Create and deliver customized reports, presentations, and performance insights to demonstrate the impact of our solutions
- Lead customer training sessions, workshops, and demonstrations to enhance product knowledge and usage
- Assist in the development of customer success playbooks and resources
- Serve as the liaison between customers and internal teams, such as product development, sales, and support
- Manage customer escalations and ensure issues are resolved quickly and effectively
- This position may require occasional travel, including both in-state and out-of-state trips, to meet with clients, attend conferences, or conduct site visits
Our take
Spiceworks Ziff Davis (SWZD) is a worldwide marketplace connecting in-market buyers and sellers of technology. It helps companies strategize their marketing and sales efforts through access to first-party data and buying signals.
SWZD is a division of omnichannel marketing brand and media network Ziff Davis, following Ziff Davis’ acquisition of Spiceworks in late 2019. As such, the company is already very well-established. Moreover, the company has access to invaluable data from across Ziff Davis’ various properties, which include marquee sites like Mashable, AskMen, and PC Mag. In 2021, the company acquired B2B behavioral marketing solutions company Aberdeen, further expanding its ability to harness and utilize a broad range of deep-penetrating behavioral data. This combines to form a highly competitive marketing and sales solution.
Whilst SWZD itself is relatively young, it comes with a strong reputational pedigree, and industry partnerships like AWS, LinkedIn, and Salesforce. With many companies finding their in-house data modelling insufficient to take advantage of the recent boom in behavioral data, companies like SWZD look likely to continue attracting substantial business.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-19% employee growth in 12 months
Company
Company benefits
- Remote-First
- Unlimited Flexible Time Off
- Volunteer Paid Time Off
- Generous Holidays
- Recognition Programs
- Weekly Coffee Chats with Leaders
- Wellness Programs
- Real-Time Performance Management
- Career Advancement Opportunities
- Tech Hiring Commitment – Helping to train, hire, and promote more technology professionals
- WFA (Almost!)
- Sick Days
- Generous Paid Parental Leave
- Manager Training
- Bi-weekly Townhalls
- Regional Holiday Celebrations
- Free Mindfulness Programs
- Community Give-back Celebrations
- Transportation Assistance for Night-Shift Employees
- Unwavering Commitment to Diversity
Company HQ
Austin, TX
Share this job
View 3 more jobs at SWZD