Customer Success Manager

🔥 12 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

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Sendoso

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

🤝 B2B

🛍️ eCommerce

💰 $100M Series C on 2021-09

B2B • eCommerce • Marketing

Sendoso is a leading sending management platform that enhances corporate gifting and direct mail strategies to help businesses increase engagement and retention. The platform offers features such as gift curation, top-notch network security, real-time delivery tracking, and AI-enhanced personalization. It integrates seamlessly with tech stacks, enabling automated execution of gifting campaigns. By leveraging their extensive global network and owning their own warehouses, Sendoso can execute customized and timely delivery solutions, boosting sales development and customer experience. The company caters to various business needs including account-based marketing, demand generation, and sales acceleration, and is recognized for its capability in enhancing human connections through technology without eroding meaning.

📋 Description

• Own the entire customer lifecycle for a dedicated book of business, from post-sales onboarding through renewal. • Develop and execute detailed Customer Success Plans focused on business outcomes. • Prepare and lead quarterly or semi-annual EBRs with customer leadership to review strategic goals, demonstrate realized value and ROI, and present recommendations for maximizing future success. • Proactively monitor customer health and adoption metrics. • Lead all commercial conversations, including managing the entire renewal process (forecasting, negotiation, and closing) to secure long-term contracts. • Work closely with the Sales/Account Management team to identify, qualify, and build business cases for expansion opportunities (upsell/cross-sell) within your portfolio, driving increased Annual Recurring Revenue (ARR). • Maintain deep expertise in our platform and its use cases. • Capture and synthesize critical customer feedback to influence internal product direction and champion successful customers for case studies and referrals.

🎯 Requirements

• Minimum of 2+ years of professional experience as a dedicated Customer Success Manager (CSM) in a B2B SaaS environment is mandatory. • Proven ability to own and manage a high-value book of business, consistently meeting or exceeding net revenue retention and expansion goals. • Excellent presentation, negotiation, and written communication skills, with comfort engaging with senior-level executives. • Strong analytical skills with the ability to interpret data (usage, campaign performance, ROI metrics) to build compelling business cases. • Expertise in working with Customer Success Management platforms (e.g., Salesforce, HubSpot, Marketo) and comfort with reporting and presentation tools (Google Sheets/Docs/Slides). • Proven track record of managing and expanding accounts within Marketing and Sales orgs, demonstrating a deep understanding of their unique Ideal Customer Profiles (ICPs), KPIs (e.g., MQL-to-SQL conversion), and campaign lifecycles. • Bachelor’s degree preferred in Business, Marketing, or a related field.

🏖️ Benefits

• Comprehensive Medical Plans plans - we’ve got you covered! • Take-What-You-Need Time Off • LSA (Lifestyle Spending Account) with Compt • 401K Plan • FSA Plan • Free General Medical & Mental Health care via Healthjoy • Volunteer Time Off • Birthday Time Off • Generous parental leave benefits for both birthing and non-birthing parents • Access to Employee Assistance Programs (EAPs) • Financial wellness benefits through Morgan Stanley • Remote work environment