Customer Success Manager
Position Title: Customer Success Manager
Location: Virtual, United States
Employment Type: Full-Time
Onsite, Remote/Flexible, or Hybrid: Remote
Department: Customer Success
Hiring Manager: Director, Customer Success
Travel: Minimal (Up to 5%)
Benefits: Medical, dental, vision, HSA, FSA, 401(K), life insurance, parental leave, and mental health resources all beginning on first day of employment. See Benefits section below for more details.
COMPANY SUMMARY:
Here at Aprimo , our mission is to empower the marketing organizations of today to build the brands of tomorrow. Aprimo is a pioneer of the marketing resource and digital asset management space, and we deliver an innovative, industry-leading SaaS solution that changes the way companies like AT&T, National Park Foundation, Laborie, and Bank of America work, create, collaborate, and learn in order to deliver exceptional brand experiences at scale.
Aprimo helps enterprises unleash the power of their content by providing a marketing automation software and digital asset management software that manages the behind-the-scenes activities involved in marketing. Our product allows companies to manage content planning, creation and distribution all in one place, store content and media in a shared repository, and receive in-depth insights into how content performs.
Founded in 1998, Aprimo has five offices internationally, including Chicago headquarters, and offers a flexible work-from-home/remote-work policy.
Named a Leader in Digital Asset Management (DAM) and Marketing Resource Management by Forrester and winner of the 2021 Tech Cares Award for our work with Aprimo HELPS, we build on the power of our people to make an impact both in our industry and in our communities.
POSITION SUMMARY:
As a Customer Success Manager (CSM) at our SaaS company, you will play a vital role in ensuring our customers succeed and derive maximum value from our product. You will guide customers through their entire journey, from onboarding to adoption and value realization phases. By understanding their needs, you will act as a trusted advisor, ensuring they fully leverage our platform's capabilities to meet their marketing objectives.
WHAT YOU WILL BE RESPONSIBLE FOR:
- Develop an intimate understanding of your customers’ businesses, conduct health checks
- Represent to our customers as a trusted advisor, advocate and marketing thought leader/subject-matter-expert, conduct regular executive business reviews
- Enlighten our customers with insights gleaned from their own data and industry trends
- Ensure customers get maximum value from Aprimo by leveraging full platform functionality
- Liaison between your customers and all the internal teams
- Handle customer concerns with confidence, putting them at ease
- Develop a network of champions within each account through education, coaching, and strong influencing skills
- Own the customer journey through various stages:
- Onboarding Phase:
- Work closely with the Onboarding Specialist and lead the onboarding process for new customers, ensuring our platform's smooth and efficient implementation into their marketing ecosystem.
- Work closely with the Account Executive (AE) to ensure a seamless handoff from the sales process to post-sales onboarding.
- Adoption Phase:
- Monitor and analyze customer usage patterns and behavior to identify increased adoption and engagement opportunities with our product.
- Proactively provide guidance and support to customers to drive adoption and help them integrate our solution into their marketing strategies.
- Value Realization Phase:
- Collaborate with customers to understand their business goals and provide strategic insights to help them achieve measurable results using our product.
- Conduct regular business reviews with key stakeholders, highlighting the value and ROI delivered by our solution.
- Leverage AI tools in day-to-day work including account research, call prep, renewal analysis, and