Customer Success Manager

| Greater NYC Area
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Company Overview

Ceros is an experiential content platform that empowers the creation of bespoke, immersive digital content without code. We’re passionate about helping companies transform their static digital content into engaging experiences. From custom interactive microcontent, to immersive event microsites, you can build it with Ceros. Publish and update live content instantly, and embed it into your site instantly. Join us in ending the endless creation of static content and be part of the movement towards meaningful content experiences.

Our customers include some of the world’s leading brands, such as Mashable, Bloomberg, Red Bull, United Airlines, and AIG.

We are well-funded and venture-backed by prominent investors including Grotech Ventures, Greycroft, and Starvest Partners.

We’re seeking a dynamic and seasoned Account manager with a proven track record of managing large enterprise clients and exceeding set retention goals to play an integral role in our Customer Success department. You’ll work closely with our sales, creative services and support teams in this role. Your work will have a direct, meaningful impact on the company’s overall success!

The Role

  • Represent Ceros to our customers and provide full account management by independently building and maintaining strong, long-lasting customer relationships
  • Cultivate and expand client relationships with key decision makers at the VP and C-level suite
  • Operate as the Ceros expert and the lead point of contact for any and all matters specific to your clients
  • Identify and communicate Ceros’ use cases to align with client’s marketing strategy and goals
  • On-board and train new clients on the Ceros platform according to their needs and objectives
  • Build strategic plans for each account, identifying all cross-sell and up-sell opportunities
  • Collaborate with customers to identify projects using Ceros Professional Services team
  • Manage and communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders
  • Identify and grow opportunities within territory and collaborate with strategic team to ensure growth business
  • Ensure a minimum of 95% net renewal per annum
  • Bring value beyond the technology to our clients through sharing great content programs and inviting to events
  • Quickly identify accounts where usage is low, understand why and take action to increase adoption 

Responsibilities

  • Drive Customer Success Outcomes
    • Increase renewal rates and reduce churn
    • Expand our revenue in accounts through cross-sell and up-sell
    • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
    • Drive new business growth through greater advocacy and reference-ability
  • Manage Customer Success Activities with Clients
    • Onboarding
    • Training
    • Professional Services
    • Customer Support
    • Customer Success Management
    • Renewals
    • Cross-sell / Up-sell

What We're Looking For

  • 5+ years of customer success/account management experience, preferably in SaaS business environment
  • Ability to manage influence through persuasion, negotiation and consensus building
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Must have a sense of design and fundamental understanding of digital marketing
  • Understanding of the marketing landscape (marketer’s planning cycles, pain points, roadmap)
  • Highly dependable, self-starter, high energy, positive attitude with good organization and time management skills
  • Team player who will innovate to continue improving the way Ceros serves its customer
  • Demonstrated ability to grow the relationships and expand the platform footprint with the customer organization
  • Excellent written and verbal communication skills
  • Bachelor’s degree or equivalent experience

Key Things To Know

  • This is a New York based Role
  • We want you to start ASAP
  • This is a full-time position

Benefits

  • Competitive base salary + commission 
  • Stock options
  • Premium health insurance
  • Commuter benefits
  • Generous vacation policy
  • Flexible WFH policy
  • Office pub stocked with beer and wine
  • Breakfast “Wednesdays” and every day snacks
  • Dog friendly office
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Location

Ceros employees live and work all over the world, but our HQ is in New York and we’ve got offices in London and Prague.

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