Senior Customer Success Manager, Prismic

• Experience: 6+ years in a Senior CSM/ Senior Account Manager/Key Account Manager/Expansion Manager/Account Director role, with a strong experience on cross-sell and upsell
• You have worked in fast-growing companies (Series A/B/C) and have a track record of exceeding sales targets, carrying strong expansion quotas in a fast-paced, competitive sales environment
• Sales acumen: Demonstrated success in generating and closing pipeline within existing accounts. You are organized, autonomous, and excellent at hunting opportunities, negotiating and closing deals
• Experience working for a company in our current stage and through its growth ($10M - $50M ARR range, product-led growth, lots of change, and building internal structure)
• Proven ability to drive growth across all markets levels and enterprise accounts: From hands-on expansion efforts requiring tactical execution and persistence, to strategic multi-threaded relationship building with C-level stakeholders. Comfortable mapping and operating across varied engagement models, depending on account maturity and opportunity type
• Proven experience working with companies that sell products or services to marketing teams, with a strong understanding of marketers' goals, KPIs, and workflows
• Industry knowledge: Strong understanding of trends in digital experience, e-commerce, and content management, with a solid technical aptitude to work alongside developers and technical teams
• Team player: Collaborative with internal teams, structured in approach, and able to work independently while communicating effectively with stakeholders
• Adaptability: You thrive in fast-paced environments where change is constant and structures are being built. You are proactive and have a problem-solving mindset
• AI experience: You have been leveraging AI tools to increase your productivity, enhance your work, and you want to get to the next level with your AI skills

Desirable

• Own and manage a portfolio of high-value clients, from innovative startups to established Fortune 500 companies, guiding them through every stage of their journey with Prismic as their primary point of contact
• Strategic account growth: Build and execute mid- to long-term strategies to maximize cross-sell (primary goal) and upsell (secondary goal) opportunities
• Sales execution: Lead the entire sales cycle from identifying opportunities to structuring deals, negotiating terms, and closing
• Relationship building: Engage with C-level stakeholders to build trusted relationships and deliver actionable insights that align with their strategic goals
• Act as a trusted advisor, advocate, and coach to help clients achieve their strategic objectives, building deep and meaningful relationships with multiple contacts, including executive stakeholders. Conduct regular business reviews to ensure alignment with customer goals and value realization
• Proactively work to drive product adoption, enhance customer satisfaction, and influence customer health scores across your portfolio
• Proactively identify, flag, and mitigate risks within your accounts to maintain a healthy book of business and retain your portfolio
• Collaborate cross-functionally: Work closely with Customer Success Managers, Solution Engineers, Finance, Legal, Product, and Marketing teams to ensure the successful execution of account growth strategies
• Travel: Travel once per quarter within Europe to strengthen customer relationships along with attending events to explore new opportunities
• What Success Looks Like:
• Build a book of expansion opportunities and achieve significant cross-sell and upsell targets, driving incremental Annual Recurring Revenue (ARR)
• Build long-term relationships with key stakeholders across strategic accounts, ensuring ongoing engagement and retention
• Drive adoption across your portfolio providing best practices ensuring customer’s satisfaction and growth using Prismic
• Performance indicator:
• Expansion: Cross sell / Upsell
• Retention: GRR
• Adoption