Job details
Job type full-time
Full job description
*open to east coast remote work*
About us:
Sailthru is the largest sender of personalized email on the planetBut we’re so much more than an email provider or cross-channel marketing hubWe’re committed to creating true partnerships with our clients, not just being another vendorWorking with some of the biggest names in ecommerce and publishing, we help deliver personalized email, mobile messaging, and onsite experiences to billions of consumers.
Sailthru is proud to be part of the cm group, a world-class portfolio of technology products including campaign monitor, deliver, emma, liveclicker, and vutureOur mission is to be the most respected, fastest growing marketing technology company in the worldWe have teams all over the globe — from nyc to san francisco to london to new zealand — making it a reality.
The role
As a customer success manager, you will work with our most strategic enterprise clients to drive retention, renewals, adoption, customer satisfaction, and growthThis is a high-profile customer-facing role requiring outstanding relationship management skills and technical acumenYou will work with business leaders to understand their needs and map sailthru’s solutions and best practices to their goalsAt the same time, you will coordinate cross-functional teams to ensure a successful transition from deployment through ongoing account managementThe 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.
In this role you will:
Responsible for the management of a portfolio of client accounts to foster long-term business relationships
Deliver a proactive customer contact strategy to drive renewals, product adoption, training, and revenue growth
Increase customer satisfaction by understanding business needs and providing additional sailthru 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 usage and 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
What we`re looking for:
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
Preferred qualifications
Bachelor’s degree
4+ years of customer facing experience
Excellent organizational, presentation and communication skills
Strong written and verbal communication skills
Email marketing or digital marketing software experience
Perks & benefits:
Competitive compensation and benefits package
Life, ad&d, short and long term disability insurance
401(k) with company matching
Open time away
Paid parental leave
