At Conductor, we believe a great company has a positive impact in the world, and on the people who build it.  Therefore, we have two missions:

• Customer-First - Transform marketing into a force for improving people’s lives.
• People-First - Transform the workplace into a force that helps people grow.

Marketers use our software and services to create and optimize valuable content so that it gets found, answers questions and solves problems for real people. Conductor was named Top in the Forrester Wave for SEO platforms and is rated #1 on TrustRadius and G2Crowd by enterprise marketers. For more information, visit conductor.com.

At Conductor, we're building amazing tech, bringing together the best marketing minds out there. It’s our focus on people and our mission that has led to being Crain's "Best Place to Work" 9 years in a row.

We're seeking a Customer Success Manager to be the quarterback that orchestrates the alignment of SEO, content, and web teams, while driving adoption of Conductor, our award winning organic marketing platform.  A Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are achieving their key business outcomes related to organic marketing by providing platform enablement and organic marketing strategic solutions. 

Are you passionate about marketing and customer success?  Are you a true hybrid professional with customer acumen and a proven technical foundation?  Then come be a part of a growing Customer Success team at Conductor, providing mentorship, planning and oversight while demonstrating adoption and technical best practices.  The CSM is the key partner helping our customers achieve their strategic objectives and maximum value from their investment in Conductor.  Additionally, the CSM serves as the liaison between the customer and the Conductor team, helping the customer coordinate cross-functional team initiatives that are required for successful organic marketing results.  You will leverage Conductor’s best practices and successful customer stories to help our customers operationalize SEO across their organization and train and enable their users in the product.

A day in the life…

• Orchestrate the overall relationship with assigned customers, which will include: helping customers achieve their organic marketing objectives, growing adoption and ensuring retention.
• Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned client, to review executive dashboards, and program status.
• Cement yourself as a trusted/strategic advisor with customers and drive continued value of our products and services.
• Advocate customer needs/issues cross-departmentally and program-manage customer concerns through a well-defined remediation process through early identification of risks to achieving customers strategic objectives.
• Support Organic Marketing Outcomes
  • Work with customers to build Customer Success Strategy Plans, establishing critical goals, to aid the customer in achieving their objectives.
  • Measure and monitor customer’s achievement of critical and key performance indicators, reporting both internally to Conductor’s account team and externally to Customer Sponsors and Executives.
• Support Platform enablement through:
  • Maintaining current functional and technical knowledge of the Conductor platform
  • Acting as the Conductor liaison for technical inquiries, issues or escalations and answering product questions to increase adoption of the platform.
  • Assist and provide expert deployment, operational standard methodologies to train and enable users in the product to support growth in user base and in customer campaigns.
  • Provide insight with respect to the availability and applicability of new products and features.
  • Helping customers create and setup reporting dashboards to help drive growth and value for Conductor customers
• Serve as the escalation point for issues relating to client satisfaction & platform engagement.
• Work collaboratively with internal teams in Sales, Marketing, and Research & Development to ensure the best possible experience for our customers.
• Create compelling reports and finding the “story” in the data to tie SEO impact to business impact.
• Drive engagement with executive sponsors to facilitate enablement and adoption across organizations.
• Maintain strong documentation within the Gainsight system related to customer issues, proactive tasks and general account information.
• Consistently ensures that business is conducted with integrity at all times and that behavior aligns with Conductor policies, procedures, and core competencies

Requirements

• Minimum of 2 years of relevant experience working at in Customer Success at a B2B SaaS company
• Experience working with digital or organic marketing teams including SEO, content, web/IT, etc highly preferred
• Knowledge of organic search and how SEO activities influence search engine ranking algorithms
• At least one year of prior experience managing a book of business and driving success with your clients
• Prior experience training customers on how to use technology/software
• Strong analytical and problem-solving skills
• Strong customer service skills with proven ability to build and maintain relationships via zoom, telephone and email
• Have an ear for discovery and a deep desire to understand the customer’s needs and business.
• Thrive in high-speed environments and see challenges as opportunities for our customers.
• Be comfortable being responsible for the orchestration of a portfolio of enterprise customers with the goal of driving renewals to successful completion and identifying expansion opportunities.
• Have the proven ability to manage projects to successful completion, multi-task, and work within tight deadlines.
• Possesses the ability to manage tough conversations in a professional and solution-oriented manner.

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