Customer Success Manager - Miami, United States - Contentsquare

Description

Contentsquare is a global digital experience analytics company empowering the brands you interact with every day to build better online experiences for all. Since our founding in France in 2012, we have grown to be a truly global and distributed team – known as the CSquad – representing more than 72 nationalities across the world.

In 2022, we raised $600M in Series F funding, and we were also recognized as a certified Great Place to Work in France, Germany, Israel, US and UK. In November 2023, we acquired Heap, our largest acquisition to date, strengthening our analytics platform to provide a 360 view of users' digital experience.

Please Note: Scammers are posing as Contentsquare and Contentsquare team members. We'll never initially contact you via text or GChat, and never solicit money from you. Please visit our careers blog for more information.

As a Customer Success Manager (CSM) you will be instrumental in driving revenue growth and maximizing customer lifetime value. Your primary responsibility will be to act as the primary point of contact for a multi-million dollar book of business of post-sale customers: to understand key business objectives, nurture and expand relationships, drive renewal rates, and identify opportunities to upsell additional products or services. You will build and maintain strong relationships with their customer contacts, from executive leadership to platform end-users.

This role will necessitate partnering closely with a large cross-functional team - including members of Implementation, Enablement, Customer Experience, Sales and Product - to ensure the customer is supported at every stage of their journey.

Currently open to candidates living on the east coat.

What you'll do:

• Relationship Management: Develop and maintain a trusted advisor relationship with key customer stakeholders & executive sponsors
• Executive Alignment: Prepare and lead strategic meetings that drive actionable and measurable outcomes and partnership success, including Strategic Business Reviews, Executive Kick-Offs, and joint Success Planning.
• Drive Value: Align all partnership activities with key business objectives and measurable value outcomes, continuously demonstrate and communicate the value of our solutions to customers
• Customer Advocacy: Act as the main point of contact and advocate for customers internally.
• Program Management: Collaborate cross functionally with other departments within Contentsquare to aid them in the customer lifecycle, ensure the success of the partnership, and ultimately secure customer renewal.
• Success Planning: Hold regular calls with customers to help them strategize best how to use the product(s) to achieve their goals, answer questions relating to the product and keep customers informed of Contentsquare news and product updates
• Subject Matter Expertise: Contribute to the customer's digital CX strategy and optimization roadmap in collaboration with Professional Service Team members and Solution Experts
• Upsell Identification: Collaborate with Sales teams to identify and drive growth opportunities contributing to upsell targets
• Renewal Management: Drive renewals to successful completion in close collaboration with Sales to achieve gross retention targets
• Thought Leadership: Proactively lead and maintain ongoing relationship with Executive Sponsors through Strategic Business Reviews and Executive summaries includes sharing of best practices, thought leadership and industry trends
• Commercial Discussions: Own the renewal process for 'low growth' accounts, developing and executing strategies to ensure high renewal rates and minimize churn

What you'll need to succeed:

• 3-5 years experience in CSM or similar customer-facing role, with a strong track record of driving renewals and upsells in a SaaS or subscription-based business.
• Highly organized, with the ability to manage a large and varied book of business (including in size, industry and use case)
• Exceptional relationship management, with an emphasis on the ability to build, maintain, and grow relationships at executive level
• Comfortable collaborating with various teams, but ultimately acting as key decision maker
• Strong team player with the natural ability to collaborate effectively across departments and functions to achieve common goals.
• Analytics mindset, comfortable analyzing digital customer experience metrics and leveraging insights to generate actionable recommendations for web and app optimizations
• Proficient understanding of web and mobile app architecture, design, and development
• Ability to thrive in a fast-paced, dynamic environment and effectively manage competing priorities
• Proven experience in a customer-facing role, with a strong track record of driving renewals and upsells in a SaaS or subscription-based business.
• Exceptional communication and negotiation skills, with the ability to influence and persuade at all levels of an organization.

Why you should join Contentsquare:

We're humans first. We hire dedicated 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 12 years, yet we operate with the agility of a startup. That means a huge chance to create 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 a few we want to highlight:

Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year

Work flexibility: hybrid and remote work policies

Generous paid time-off policy (every location is different)

Immediate eligibility for birthing and non-birthing parental leave

Wellbeing and Home Office allowances

A Culture Crew in every country to coordinate 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

We are a 2024 Circle Back Initiative Employer – we commit to responding to every applicant

Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Your personal data is used by Contentsquare for recruitment purposes only. Read ourJob Candidate PrivacyNotice to find out more about data protection at Contentsquare and your rights. You can exercise your rights by using our dedicated Data Subject Rights Portal here.

Your personal data will be securely stored in our hosting provider's data center in Oregon (US west). We have implemented appropriate transfer mechanisms under applicable data protection laws.