Customer Success Manager - Remote - United States

| Greater NYC Area
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About Knotch
As the global leader in Content Intelligence, Knotch’s mission is to empower brands to unlock the true value of their content by using data-driven strategies. With the Knotch Content Intelligence Platform, companies conduct competitive research and measure the performance of their content in real-time. Through our unique ability to provide a 360-degree view of all your content, including paid and owned, Knotch allows companies to connect content to business outcomes to enhance brand, increase ROI and build audiences.

We’re proud of our team
We’ve been building our products since 2013, and our team has grown in size and in spirit. We’ve been humbly recognized in the top 12% of fastest growing companies in America by Inc! Since the Covid-19 pandemic we’ve become remote-first, and we plan to stay that way. We know that a flexible environment leads to a happy team as we’ve again been named a Best Place to Work four years running by Built In NYC and a NYC company with Best Perks + Benefits in 2021! If you’d like to speak with our recruiting team about the future of Knotch, feel free to connect with us on LinkedIn and learn about us further on our careers site.

The Customer Success Manager Role
As Knotch’s Customer Success Manager, you will be looked upon as a trusted advisor to your enterprise clients, leading them to success throughout their partnership with Knotch. You will deliver value and help customers achieve business outcomes through content intelligence. Your creativity and analytical skills are key traits that will help you succeed personally and in helping Knotch scale as a company!

Our CSMs take our customer relationships seriously and serve them beyond implementation and support: we understand their strategic visions for their content and activate their team to use insights to drive business outcomes. Success starts with meeting our customers where they are, and applying our tried and true onboarding and adoption approach using change management methodologies. Along the way, we believe it’s important to gain trust and confidence by building impactful relationships, maintained through the transparent analysis and data connections our CSMs provide to their book of business. 

This role is not for the data-shy or reporting-averse. If you love data analysis and data-driven decision-making, you'll thrive here!

How you’ll add value at Knotch

  • Actively build, own and develop relationships with Fortune 100 brands and publishers
  • Establish customers’ key objectives and KPI framework for measuring success, deriving meaningful value from the platform, and achieving outcomes
  • Provide your customers with actionable recommendations using content insights to optimize towards their desired outcomes. 
  • Implement customer engagement strategies including an accelerating value Onboarding Program, along with consistent Executive Business Reviews, Monthly health checks and on-demand support
  • Leverage customer health analytics to identify customer expansion opportunities & churn risks
  • Assist the Accounts team in increasing customer retention, and identifying growth opportunities, managing handoffs at key points in the customer lifecycle
  • Become a Knotch product expert and trusted advisor to customers
  • Collaborate with Implementation teams and Product specialists to ensure a successful onboarding and integration. 
  • Partner closely with your Customer Success, Account Director, Product, and Sales teams to drive platform innovation, develop internal workflows and provide strategic automation and optimization recommendations, in turn growing the entire Knotch team

  • In your first 30 days, you will...
  • Become familiar with all Knotch teams by receiving extensive training on how the Customer Success team works cross-functionally
  • Be thoroughly trained on Knotch’s product suite, making your way to become a true product expert
  • Shadow other CSMs and become familiar with how we work with clients on a day-to-day basis

  • In your first 60 days, you will
  • Assist other CSMs on daily work to become more confident on the responsibilities of a CSM
  • Shadow sales presentations and new client onboarding sessions to understand how we are selling our product and why clients work with Knotch!
  • Begin account transitions supporting CSMs throughout the transition process for your new accounts
  • Support other CSMs by assisting in the creation of monthly reports focusing heavily on insights that drive client action

  • In your first 90 days, you will…
  • Take full ownership of your book of accounts and begin forming strong relationships with day-to-day clients and key stakeholders
  • Assist the Account Directors in identifying expansion/upsell opportunities within each account
  • Build and deliver strategic presentations for your clients in the form of monthly or quarterly reports or Executive Business Reviews (EBRs)
  • With your book of accounts, have defined their desired business outcomes and started planning product usage and data KPIs to align their content strategies with measurable Goals and KPIs

You’ll be successful here if you

  • Have at least three (3-5) years of extensive account management and/or client success experience at a software company
  • Bring deep data & analytics experience (because we crunch numbers and find insights daily!)
  • Are adept at utilizing the many features of Excel or Google Sheets to analyze data and present insights
  • Can improve client health by driving and measuring product adoption
  • Focus on complex project management and can navigate multiple priorities both client-facing and internal
  • Can prove your healthy track record of helping to land and expand accounts
  • Harness an appreciation for finding a balance between the needs of a client and that of the business you support
  • Are relentless and adaptable amidst oft-changing priorities
  • Exhibit a calm demeanor under pressure, and prove your trustworthiness through meeting deadlines

We also appreciate (but don’t require)

  • Additional years of experience in data analysis, and/or content strategy and/or client-facing roles in Customer Success, Account Management etc. at an enterprise level SaaS company with a complex or technical offering
  • Background in a marketing/advertising technology or an advertising agency environment (this experience is helpful because you’d have the exposure to similar work, terminology, contacts, and material that we encounter here at Knotch).
  • Subject matter expertise in content marketing and relationships with enterprise brands’ content marketing teams of all levels

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Knotch is an equal opportunity employer. We strive to provide equal opportunities in all of our processes, including our hiring and employee experience.

We pride ourselves on our three values: transparency, relentlessness, and inclusiveness.
We commit to daily work towards leading with empathy, reducing bias through periodic training, and engaging with and uplifting communities of marginalized groups.

We condemn all forms of racism and discrimination on the basis of race, religion, ethnicity, nationality, gender identity, sexual orientation, age, marital status, pregnancy or parenthood status, veteran status, disability status or any other identifier.

We encourage all employees, clients, investors, candidates, vendors, and friends of Knotch to deliver honest feedback directly or anonymously so that we may always seek to improve as an organization that is dedicated to diversity, equity, inclusion, and belonging.

Share your thoughts with us, and you will be heard.

#LI-remote

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • D3JSLibraries
    • ReactLibraries
    • ReduxLibraries
    • ChartJSLibraries
    • RechartsLibraries
    • SequelLibraries
    • Active RecordLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • RedshiftDatabases
    • KnotchAnalytics
    • InVisionDesign
    • SketchDesign
    • FigmaDesign
    • ConfluenceManagement
    • JIRAManagement
    • Monday.comManagement
    • WordpressCMS
    • WebflowCMS
    • SalesforceCRM
    • PardotCRM
    • PardotEmail
    • PardotLead Gen
    • DriftLead Gen

Location

We love our NYC loft office in TriBeCa/SoHo near so many subways and local eateries, but we’re thriving with the flexibility of being remote-first.

An Insider's view of Knotch

How does your team reward individual success?

I see Knotch spotlight and reward us for all kinds of wins. Since we're a small team, we celebrate them on Fridays in front of the whole company. Last year, I was lucky to help recruit a data science team member, and as a reward, Knotch flew me to my dream destination, Japan, to celebrate that success!

Ray

Associate Manager of Content Marketing

How do you collaborate with other teams in the company?

We face new problems everyday but there is an incredible support system here and everyone works collaboratively towards the best solution. We are united by a common vision and transparent in every aspect of our operations, which is so rare to find.

Jason

VP of Finance

How has your career grown since starting at the company?

Knotch's commitment to my personal growth has played a huge role in shaping my career. I've found that I'm happiest when collaborating with others and was encouraged to join the product team to work more closely across all of our teams. Knotch's L&D program has set me on a path that makes my work more fulfilling, pushing me to be better every day.

Willie

Project Manager

How do you empower your team to be more creative?

On our revenue team, we foster an environment where everyone can feel it's safe to question things, and we celebrate them when they speak up and bring new ideas to the table.

Jamie

Senior Director, Sales Operations

What makes someone successful on your team?

In any company big or small, the Client Success or Account Management team can feel like a catch-all for your clients and products. Our team members go above and beyond the day-to-day. They make personal connections with each of our clients, see things from their perspective, and work hand-in-hand. That leads to happy clients and happy Knotchers.

Margeaux

VP of Accounts

What are Knotch Perks + Benefits

Knotch Benefits Overview

We’re in Soho. We work with Fortune 500’s. We get free lunch. We let dogs in. We’ve been recognized by Inc.’s Best Places to Work two years running. We’ve also been recognized by Built in NYC’s Best Places to Work, also two years running. Here are some other cool things.

Comprehensive Health Insurance.
Free Unlimited Commuter Card.
Mental Health and Wellness Initiatives.
Educational Stipend And Career Development Opportunities.
Unlimited PTO (No, Really).
You Get To Work With Us. Every. Damn. Day.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Unconscious bias training
In 2020, we held internal Unconscious Bias trainings and Inclusive Practices trainings through LifeLabs. Sentiment was so high that we're now planning a recurring training model.
Diversity manifesto
Diversity Employee Resource Groups
We have three open ERGs at Knotch: BIPOC @Knotch (BIPOC), Rainbow Riot (LGBTQIA+) and Ladies at Knotch (Women), plus two culture event-planning groups!
Hiring Practices that Promote Diversity
We push to seek talent through diverse sourcing and use Lever to collect optional EEOC and Diversity Survey responses so that we can benchmark and exceed our own equal hiring initiatives.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
We're committed to supporting our employees' mental and physical wellness, and we've even done spin classes together!
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Knotch offers options as part of our competitive compensation package. Options vest over a four-year period after a one-year cliff.
Performance Bonus
Match charitable contributions
In the past, we've matched charitable contributions, most recently to The Center which offers LGBTQ communities of NYC advocacy, health and wellness programs and more.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary caretaker. Knotch also provides 12 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Remote Work Program
All positions can work remotely on occasion as needed (we're a flexible environment). Some positions are full-time remote already, and it will say so in the job post if it is a remote role.
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
We have NYC-based events monthly and we also have two offsites per year where we fly the entire company to an exciting locale for team building and educational opportunity!
Free Daily Meals
Lunch stipend provided every day you work from your office!
Stocked Kitchen
Knotch's NYC kitchen is stocked with all the coffee, snacks, drinks, and Emergen-C you'll ever need.
Happy Hours
Pet Friendly
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Knotch hosts lunch and learn meetings anytime we have something awesome to share with the team. We also do a Show & Tell every Friday that complements these.
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer $1000 annualy for continuing education related to your role at Knotch (starts after 6 months of working with us)

Additional Perks + Benefits

We create our initiatives for our employees. They aren't a recruitment tool for us but rather a way for us to truly appreciate the hours and effort our employees put in every single day and to make their lives a little easier and a little better. You spend a lot of time at work- you might as well enjoy it.

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