Customer Success Manager

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🗽 New York – Remote

🗽 New York – Remote

💵 $66k - $126k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Outlook Publishing

WebsiteLinkedInAll Job Openings

51 - 200 employees

💰 Debt Financing on 2015-11

Your company could be our next big story. Outlook Publishing is a media company that publishes award-winning regional and global B2B magazines that reach 1.7 million readers per month.

📋 Description

• Lead the lifecycle management of assigned accounts and ensure timely renewals. • Continuously work with data and other internal tools, define and implement metrics to monitor your territory performance and take action accordingly to manage at risk accounts and develop advocates. • Review and report on usage, adoption and customer health metrics. • Conduct continuous business/account reviews to share positive outcomes and identify growth opportunities. • Drive retention and growth among our customers by understanding their business needs and helping them succeed. • Provide ongoing training and best practices to customers. • Work cross-functionally with marketing, sales, product management to ensure the best Xeneta experience is delivered to the customer. • Identify and implement customer success projects or programs that interest you.

🎯 Requirements

• Understand the DNA of what makes a customer tick, and the entire lifecycle of the customer from 3+ years of experience as a CSM with a track record of success, meeting and surpassing goals. • Experience working with B2B SaaS product. • Excellent English skills, written and oral. • Good negotiation skills and not afraid to take risks. • Customer obsessed mindset and strong appreciation for the entire customer journey. • Ability to connect with other functions in the business, specifically marketing and sales to create a seamless end-to-end customer experience. • Creative and resourceful problem-solving skills. • Ability to learn and quickly integrate new and technical information. • Ability to work in a diverse and flexible culture with a global outlook. • A strong ‘willing to go the extra mile’ and ‘get it done’ work ethic and attitude. • You're a self-starter and adaptable. You thrive in a dynamic, fast-paced environment and are able to overcome ambiguity. • Superb interpersonal skills, including the ability to quickly build rapport with colleagues, customers and strategic partners. • Excellent communication skills, able to communicate confidently, pleasantly and concisely in verbal, written and presentation formats. • Ability to work across a broad range of functions internally and externally to deliver value to our customers. • Experience working with Salesforce and Gainsight.

🏖️ Benefits

• We will help you grow your career. We help you identify areas of growth for you, whether you want to grow as a specialist in your field or eventually want to go into a leadership/management role. • We have a transparent and open work environment where everyone is empowered to make an impact and encouraged to voice their ideas. • Keeping true to our value, “Xeneta is one,” we regularly organize social events, including global company trips, global & regional team gatherings, after-work social and weekly quizzes. • You will enjoy our generous vacation plan: 5-10 extra paid days off around public holidays throughout the year. • You will receive an individual education budget and can educate yourself during work hours: you can spend several hours each month attending courses, reading books or getting involved in communities. • We value work-life balance and want to make sure you can spend quality time with your family or enjoy your hobbies when your workday is over. • We're hiring at either CSM or Senior CSM level depending on experience.