Customer Success Manager, Bitly
Retail & CPG
$94.8-142.2k
+ Company stock options
More information about location
Short URLs, QR codes, and more
Job no longer available
Short URLs, QR codes, and more
201-500 employees
Job no longer available
$94.8-142.2k
+ Company stock options
More information about location
201-500 employees
Company mission
To be a catalyst for connections.
Role
Who you are
- You have experience working with customers ensuring successful deployment of products and services while also driving adoption
- The ideal candidate is a strong team player and collaborator with a passion for driving a top-notch customer experience and building exceptional and long-lasting customer relationships
- Minimum of 5 years customer-facing experience, preferably in a SaaS or subscription business
- Bonus: Experience working on Retail and CPG accounts
- Customer-first mentality and talent for building strong relationships
- Experience working cross-departmentally (with sales, front-line customer service, product, engineering) to serve the needs of customers
- Experience using Gainsight and Salesforce or similar CRM software
- Ability to prioritize and manage expectations within a fast-paced environment
- Excellent written and verbal communication and presentation skills
- Demonstrated experience and passion for social technologies and SaaS space
What the job involves
- We are looking for a Customer Success Manager - Retail and CPG (CSM) to join our Customer Success team
- You have managed customers through the entire lifecycle, while defining objectives and maximizing value
- As a key partner to the sales team you will continually enable additional upsell opportunities
- Become a trusted advisor to key customer stakeholders and executive sponsors to fully understand business strategy, technical environment and measures for success
- Own all aspects of the customer relationship, including renewals, account growth, product adoption & utilization, ROI, and customer satisfaction
- Lead account reviews with customers to keep them informed of product features and enhancements
- Own all aspects of the renewal process including contract and commercial negotiations with the support of the legal team
- Serve as customer advocate and liaison while effectively collaborating with internal cross-functional teams, such as product management, sales, marketing, legal, engineering and finance
- Set, measure and achieve or exceed client retention and upsell/cross sell quotas
- Accurately forecast renewal, upsell and cross sell pipeline through effective proactive account management
- Identify and pursue client upsell opportunities, within and outside of their existing use case, to grow your book of business- where appropriate, partner with sales on strategic deals
- Anticipate at-risk accounts to mitigate retention risk through client action plans and training
- Continuously drive product value and ROI by strategically advising clients on Bitly product features
- Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
- Remain current on industry news and current events understanding and proactively identifying impact on customer decisions and strategy
- Make Bitly the best in the business by continuously improving processes in the Customer Success organization and when needed, assisting to train new hires
- Take the initiative to document best practices and sharing successes with the team
- Document all customer interactions, tasks and goals in Gainsight
Our take
Bitly offers URL-shortening services along with comprehensive link management solutions for businesses. Many major companies use shortened URLs to enhance their branding, such as Pepsi with its custom link, pep.si.
Shortened URLs have become a booming industry, with competition from payers like TinyURL, Rebrandly, and BL.INK. Bitly, which was majority-acquired by DSSpectrum Equity for $63M in 2017, has raised significant funding, achieved impressive annual revenues, and solidified its position as a credible leader in the market.
After acquiring leading QR code platform Egoditor and its flagship site QR Code Generator in 2021, Bitly has embarked upon rapid expansion and added to the pool of talent across the business. For now, the company's focus seems to be on growing its global SaaS footprint; targeting QR Codes, link-in-bio, and link management.
Freddie
Company Specialist at Welcome to the Jungle
Insights
13% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jul 2012
$15m
SERIES C
Oct 2010
$10m
SERIES B
Total funding: $30m
Company benefits
- Generous PTO: We give you the freedom to take vacation time and personal days when you need to so you can unplug and recharg
- Remote Friendly: We believe that everyone should work in an environment they thrive in and we give you the flexibility and support to balance work and your personal passions within any of our supported locations
- Career Growth: We help you keep your skills up-to-date and prepare you for more challenges with career development and continued education programs
- Employee Resource Groups: Everyone should have a sense of belonging and we’re dedicated to creating connections through a culture of inclusion, allyship, responsibility and learning
- Sponsored Volunteer Opportunities: We believe in giving back and we encourage and make time for you to volunteer and help better the community around you
Company HQ
Flatiron District, New York, NY
Leadership
Toby Gabriner
(CEO)Was an Investor and Board Member at both Improvado and Popwallet. Former CEO of NextRoll, Inc.
Share this job