Associate Success Manager, Digital

Customer Service · Full-time · New York, United States · Remote possible

Job description

Contentsquare is looking for an Associate Customer Success Manager in the United States. In this role, you will be a part of the Digital-Led Customer Success team where you will be responsible for managing a global portfolio of customers.

You will own your portfolio, engage, enable our customers to be autonomous using the Contentsquare platform. You will be responsible for driving adoption and utilization of the tool to ensure customers generate value from their investment in the Contentsquare platform. You will work closely with Sales and renewals management to help drive renewals to a successful completion. You will report to the Lead Customer Success Manager, US.

If you have a sunny character, get energized by talking to customers, are data-driven, have experience with analytics tools, and can easily identify web optimization opportunities then we would love to speak with you.

What You'll Do:

  • Proactively monitor health indicators and act upon alerts

  • Establish and oversee the customer's adoption, and usage/development of best practices to continually drive incremental value and return on the customer's investment

  • Manage calls with customers to maintain a solid relationship, and drive self-serve value. Answer product related questions and provide quick insights.

  • Drive renewals to a successful completion in close collaboration with Sales

  • Be the voice of the client and provide internal feedback on how Contentsquare’s solution can be improved

  • Proactively address customer success issues

  • Perform events including webinars, round tables, office hours and many more

  • Partner with the product education team to thicken the digital assets proposed for the digital-led customers

  • Participate in strategic projects related to tools, and methodologies to increase usage and Product stickiness for customers with low adoption

  • Help shape the Contentsquare Customer Success engagement model of the future leveraging automation and a tech-touch strategy

What You'll Need to Succeed:

  • A Bachelor’s Degree in Business, Marketing, Big data, Statistics or another related UX field

  • 1+ years experience in a Consulting/Success/Onboarding role in a Technology/Consulting/SaaS/Digital organization

  • Strong written & verbal communication skills, client-facing experience, and a customer-first attitude

  • A good understanding of web analytics and website optimization and a strong interest in technology, software, and the internet

  • Highly structured work approach and the ability to manage multiple activities in parallel

  • Strong project management and organizational skills

  • Flexibility, including the ability to adapt quickly to changing priorities; capable of operating in an ambiguous environment.

Location: Open to Remote, East Coast preferred

#LI-Remote #BI-Remote

Why you should join Contentsquare

  • We’re humans first. We hire talented people and provide them with the trust, resources and flexibility to get the job done
  • We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits
  • We are a fast growing company with a track record of success over the past 10 years, yet we operate with the agility of a startup. That means a huge opportunity to make an immediate and lasting impact
  • Our clients, partners and investors love our industry-leading product

To keep our employees happy and engaged, we are always assessing the benefits/perks we offer to ensure we are competitive. Here are some we’d like to highlight:

  • Virtual onboarding, Hackathon, and our annual kickoff trip on a global basis! You have the opportunity to interact with our global colleagues
  • Generous paid time-off policy (every location is different)
  • Immediate eligibility for birthing and non-birthing parental leave
  • Wellbeing allowance
  • Home Office Allowance
  • A Culture Crew in every country to organize regular outings such as game nights, movie nights, and happy hours
  • Every full-time employee receives stock options, allowing them to share in the company’s success
  • We offer many benefits in various countries -- ask your recruiter for more information

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