Customer Success Manager at NewsCred
New York, US

But we are not resting on our success. We believe that modern marketing organizations will have their own operating system, just as Engineering has Jira and Sales has Salesforce.

This Marketing OS will centralize where campaigns get planned and marketing teams work together. There are many big companies competing to be the winner, but we think we have the lead because of our expertise in content and the robustness of our software.

What You’ll Do

  • Provide consultative guidance to our customers around how to best leverage the NewsCred software and services to accomplish business objectives
  • Advocate customer needs to cross-functional teams
  • Maintain existing and develop new relationships with executive sponsors, champions, and users throughout our software customer base
  • Identify, monitor and assess customer health signals
  • Design and drive internal and customer-facing plans to proactively encourage customer success
  • Measure and communicate business value to executives, champions, and key stakeholders at business reviews and within renewals
  • Partner with Account Managers on customer renewals and identified cross-sell/upsell opportunities
  • Work closely with implementation managers, professional services consultants, and program managers on large-scale global deployment efforts
  • Work closely with Product teams to maintain an in-depth understanding of the technology and its application to customer needs
  • Communicate value of new functionality as it is relates to unique customer goals, use cases, and opportunities
  • Channel product feedback, both defects and enhancement requests, to the Product, Engineering and R&D Teams

 What You’ll Need

  • At least 3 years experience in a customer-facing, SaaS setting
  • At least 2 years experience as the customer-facing lead, account manager, or relationship owner of SaaS and/or technology engagements
  • A foundational understanding of the channels and technologies that support content marketing (social, amplification, marketing automation, CMS)
  • Quick learner capable of handling concurrent tasks in a fast-paced environment with enthusiasm and willingness to constantly learn
  • Motivated self-starter who is comfortable bringing creative solutions to peers and leadership internally and externally, in order to evoke change and iteratively improve processes and business outcomes
  • Proficiency in leading change within complex organizations with little or no formal processes
  • Active listener who is able to influence and gain buy-in from multiple stakeholders, often with competing priorities
  • Ability to drive multiple projects simultaneously and independently 
  • Experience leading and facilitating in-person business reviews with executive presence
  • Excellent presentation and communication skills
  • Willingness to travel (up to 35% of the time)