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Senior Client Success Manager

Client Success | Remote in New York, NY | Full Time

Job Description

About Us

At ListenFirst, we’re passionate about creating insights from social data that help our clients make smarter, faster and more informed decisions than ever before. We partner with the most successful consumer brands in the world to transform how they use social data to drive every kind of decision in their business. Clients use our insights to identify trends, plan campaigns, acquire new customers, predict sales, and drive revenue.

We are building our team and looking for smart, talented, ambitious, and creative people, interested in challenging problems at scale for the best brands in the world..  

The Client Success Team at ListenFirst is the primary link between all ListenFirst teams and our customer teams. In this position, you will ensure that ListenFirst customers make the best possible use of our SaaS platform, equip them to pursue their strategic objectives, and help them achieve their desired business goals utilizing our toolsets. 

 

As a Senior Client Success Manager, you will manage a book of business comprised of growth customers, and be responsible for the annual retention and growth of your book of business.

What You Will Do:

  • Empower ListenFirst’s customers to improve their social marketing strategies and accomplish their business goals and objectives through the adoption of ListenFirst’s analytics

  • Increase renewal rates, drive adoption, improve customer satisfaction, and cultivate ListenFirst advocates to generate expansion leads and new business

  • Serve as the internal voice of the customer and advocate for your clients’ needs (services, support, product management, executive alignment)

  • Manage and track key performance indicators (KPIs) in our CRM platform (Salesforce) – including risk, renewal and expansion commitments – to ensure exceptional, predictable results

  • Calculate risk forecasts based on product adoption; close renewal, upsell, and cross-sell opportunities within assigned client accounts in partnership with relevant Sales Account Executives – while achieving targeted renewal rate

  • “Quarterback” and carry out all phases of the ListenFirst Customer Journey with your book of business - including onboarding, adoption, ongoing/proactive management, and renewal - to increase renewal rates and growth opportunities

  • Leverage knowledge of the ListenFirst platform and industry best practices to craft and present strategic solutions that ensure clients achieve their goals through product utilization and provide excellent consultative support

  • Identify opportunities for customer references and case studies

  • Succeed Together: work collaboratively with your team and other teams at ListenFirst to drive success for your book of business, and for the company at large.

 

What We Are Looking for:

  • You have 4-8 years of relevant work experience in SaaS customer success, account management, or a strategic consulting organization

  • You have prior knowledge of (or willingness to learn) marketing and advertising technology

  • You have comfort with preparing and delivering formal executive business reviews (EBR) to senior-level executives, with a focus on project-specific milestones and customer health

  • You have run customer renewal cycles, and have a comfort level negotiating customer renewals to achieve net dollar expansion

  • You have experience using SaaS analytics software (such as Mixpanel, Fullstory), CRM software (Salesforce), and Google Applications (Docs, Sheets, Slides)

  • You have clear verbal and written communication skills

  • Marketing and Social Media execution and / or analytics knowledge preferred, but not required

 

Salary Range: 

  • $75,000 - $85,000 + Bonus

  • Great benefits including healthcare, dental, vision, paid time off, 401K, etc.

 

ListenFirst is committed to creating and celebrating a diverse environment and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, ancestry, national origin, disability, age, or veteran status. If there are arrangements we can make to ensure you have a comfortable and positive interview experience, please let us know.