The Senior Customer Success Manager is responsible for promoting and attaining best-in-class retention, growth, and advocacy among an assigned book of business. The Sr. CSM empowers its customers to run engaging and successful events on the Bizzabo platform through best practice sharing, strategic advice, consultation, and achievement of executive goals and priorities. The Sr. CSM keeps the customer on track through recurring syncs, Business Reviews, and Pre/Post Event meetings. In addition, the Sr. CSM is an expert in both the Bizzabo platform and the corporate events industry allowing them to engage and influence leaders and executives at any level. The Sr. CSM may also manage a more strategic or greater revenue book of business than the CSM as well as be a mentor for new hires or junior team members.

Bizzabo powers immersive in-person, virtual, and hybrid experiences. The Bizzabo Event Experience OS is a data-rich open platform that allows Event Experience Leaders to manage events, engage audiences, activate communities, and deliver powerful business outcomes — while keeping attendee data private and secure. Bizzabo powers the events of world-leading brands — from Fortune 100 enterprise organizations and financial institutions to creative agencies and scaling tech companies. Bizzabo was founded in 2011 by Boaz Katz, Alon Alroy, and Eran Ben-Shushan. Headquartered in New York and Tel-Aviv, Bizzabo has additional offices in Kyiv, Montreal, and London to support its global customer base.

Community Details and Perks:

The Bizzabo Community

At Bizzabo we believe that culture is more than just happy hour and a ping pong table (though we do love a good ping pong tournament), we believe that culture is everything we do and how we do it. Our values are what help to guide us in our interactions with each other, our customers, and anyone who crosses paths with Bizzabo. Bizzabo fosters an environment of communication and trust. We don’t just offer the opportunity to share ideas, we encourage you to own your ideas and bring them to fruition.

We believe the future of events is all about choice and flexibility, which is why we've adopted a remote-friendly hybrid model for our workforce. We have offices in several major global cities, and we encourage our team to gather in-person without any requirements about how often that happens. Additionally, we have people working from 15+ remote locations around the world.

Perks

• We offer a comprehensive insurance package at no out of pocket cost to the employee, 401k, Pre-tax commuter benefits, and a generous vacation policy.
• We are a dog friendly in-person and virtual office!
• For new employees joining us during this remote work period, we offer a comprehensive virtual onboarding experience with a stipend to get your remote office set up. 
• We have frequent Bizzabonding activities including bi-weekly sponsored lunches, bi-weekly happy hours, virtual cooking classes, yoga classes, fitness classes, and other virtual bonding activities to keep our Bizzaboers engaged and connected. We welcome all new ideas and encourage each Bizzaboer to participate or lead their own virtual event!
• Our office is located on 27th and Broadway south of Madison Square Garden. This vibrant neighborhood includes great lunch spots, train accessibility, and views of the Empire State Building.

#LI-MP1 #LI-remote

Requirements

We seek someone with:

• Proven track record of successfully developing and managing customer relationships, including Director-level and above relationships within client organizations 
• Passion for customers and problem solving
• A people person that understands technology, with strong business acumen
• Clear communicator, both written and verbal
• Strong presentation skills (web, phone, and onsite), leverage data to build EBRs and present it to the customer and/or internal stakeholders
• High technical aptitude
• Analytical mind and ability to interpret customer data and trends and provide tangible insights
• 4+ years in a CSM role 
• Proven track record of exceeding expectations in a CSM role
• Strong project management skills and demonstrated ability to manage multiple workstreams simultaneously
• Event industry experience preferred but not required

What you'll be doing:

Your primary responsibility is to ensure that our customers receive an outstanding customer experience. You will work with customers throughout the Bizzbo customer lifecycle to ensure the customer receives maximum value to execute successful events with our solutions. You will work with our customers to build relationships, learn about their businesses, and drive value based on our customers' defined event goals and objectives.

Daily activities and responsibilities:

• BE AN OWNER: Manage a portfolio of strategic/enterprise customers and execute on key objectives across the entire portfolio. 
• WEAR THE CUSTOMER SHOES: Develop strategic relationships with Bizzabo customers to deliver maximum value for the customer and Bizzabo. Ensure customers take full advantage of all features and services resulting in strong customer health and successful events.
• RUTHLESSLY PRIORITIZE: Understand the organizational structure of the customer company, identifying the areas that present a deep strategic partnership opportunity. Build and grow multiple relationships across a customer's organization
• WRITE IT DOWN: Develop success plans and business reviews for customers that outline critical success factors, metrics for success, potential issues, and recommendations
• BETTER TOGETHER: Partner with members of Bizzabo’s Executive Leadership Team to build and maintain executive-level relationships with the customers you support
• Closely monitor customer performance (deliverability, volume, cost) and proactively manage with the customer as needed
• WE DARE: Communicate via phone and email to assist customers with product adoption and event success execution
• EMPOWER OTHERS: Work with the rest of the Bizzabo Customer Success team to implement customer-focused initiatives designed to expand Bizzabo’s revenue footprint, add business value to the customer, create and communicate best practices, and evangelize product value