Client Services Manager

November 13

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Airship

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SaaS • Artificial Intelligence • B2B

Airship is a comprehensive customer experience platform that empowers businesses to orchestrate, personalize, and optimize customer journeys across multiple channels, including apps, web, SMS, email, and mobile wallets. It offers a no-code solution, allowing teams to create seamless, mobile-first experiences without the need for extensive development resources. Airship's platform uses AI to enhance engagement and personalization through generative and predictive insights, supporting industries such as travel, retail, finance, and telecommunications. Trusted by leading global brands, Airship aims to overcome the challenges of disconnected and siloed customer interactions, driving loyalty and revenue growth through innovative, data-driven solutions.

201 - 500 employees

☁️ SaaS

🤖 Artificial Intelligence

🤝 B2B

💰 $25M Series F on 2018-06

📋 Description

• Oversee your immediate team of coordinators and day-to-day operations focused on enterprise customer success • Lead either our Account Management team focused on client relationship management or our Strategy team focused on strategic account planning (specific team assignment based on experience and company needs) • Collaborate cross-functionally with marketing, data, and creative teams to plan and support complex client needs for large accounts • Serve as liaison between the Accounts & Client Services team and Executive Leadership • Onboard and continuously train teams on Gummicube technologies, methodologies, strategies and implementation of process and compliance requirements for enterprise-level service delivery • Meet weekly with Coordinators and Sr. Coordinators to understand account performance, offering insights and guidance with strategy focused on customer success outcomes • Create cadences of account reviews, working with team members to identify areas of improvement and upsell/cross-sell opportunities across enterprise accounts • Act as the client's first line of support behind account owners, able to negotiate deliverables and timing within reason based on complex enterprise client demands and team turnarounds • Report relevant metrics and relationship notes to Executive Leadership including customer health scores, expansion opportunities, and retention risks • Analyze trends and execute marketing strategies aligned with short and long-term objectives to drive customer expansion and retention • Work with team members, account managers and senior leadership to co-develop/support account plans and strategies for delivery, growth, and customer success metrics including net revenue retention • Create business strategies to successfully achieve client business goals and drive measurable customer success outcomes • Navigate ambiguity and manage shifting priorities, leading others to overcome roadblocks and adapt to change while maintaining enterprise service levels • Proactively perform risk mitigation and serve as the escalation point of contact in issue resolution for high-stakes enterprise situations

🎯 Requirements

• 5+ years in account management or client services roles at a Digital Marketing Agency (or similar environment) • 3+ years in leadership roles managing client services or account management teams • 3+ years of marketing or advertising experience (SEO, paid marketing, performance marketing) • Experience managing enterprise accounts with contract values of $1M+ annually • Proven track record of achieving 95%+ net revenue retention in enterprise segments • Advanced Excel/Google Sheets expertise for data analysis and reporting • Experience with enterprise CRM platforms (Salesforce, HubSpot, etc.) • Project management expertise with complex, multi-phase enterprise implementations • Executive presence with ability to present to C-suite stakeholders • Strong emotional intelligence and conflict management skills to navigate challenging client interactions and high-pressure situations • Strong analytical mindset with experience turning data into actionable insights • Thrives in ambiguous, fast-paced startup environments where priorities shift rapidly • Experience experimenting with AI tools in your personal or professional life - or an eagerness to learn!

🏖️ Benefits

• Robust benefits package as part of Total Rewards approach to compensation • Employee opportunities to benefit from value-creation