Customer Success Manager

Position Title: Customer Success Manager

Location: Virtual, United States

Employment Type: Full-Time

Onsite, Remote/Flexible, or Hybrid: Remote

Department: Customer Success

Hiring Manager: Director, Customer Success

Travel: Minimal (Up to 5%)

Benefits: Medical, dental, vision, HSA, FSA, 401(K), life insurance, parental leave, and mental health resources all beginning on first day of employment. See Benefits section below for more details.

COMPANY SUMMARY

Here at Aprimo , our mission is to empower the marketing organizations of today to build the brands of tomorrow. Aprimo is a pioneer of the marketing resource and digital asset management space, and we deliver an innovative, industry-leading SaaS solution that changes the way companies like AT&T, National Park Foundation, Laborie, and Bank of America work, create, collaborate, and learn in order to deliver exceptional brand experiences at scale.

Aprimo helps enterprises unleash the power of their content by providing a marketing automation software and digital asset management software that manages the behind-the-scenes activities involved in marketing. Our product allows companies to manage content planning, creation and distribution all in one place, store content and media in a shared repository, and receive in-depth insights into how content performs.

Founded in 1998, Aprimo has five offices internationally, including Chicago headquarters, and offers a flexible work-from-home/remote-work policy.

Named a Leader in Digital Asset Management (DAM) and Marketing Resource Management by Forrester and winner of the 2021 Tech Cares Award for our work with Aprimo HELPS, we build on the power of our people to make an impact both in our industry and in our communities.

POSITION SUMMARY

As a Customer Success Manager (CSM) at our SaaS company, you will play a vital role in ensuring our customers succeed and derive maximum value from our product. You will guide customers through their entire journey, from onboarding to adoption and value realization phases. By understanding their needs, you will act as a trusted advisor, ensuring they fully leverage our platform's capabilities to meet their marketing objectives.

WHAT YOU WILL BE RESPONSIBLE FOR

Develop an intimate understanding of your customers’ businesses, conduct health checks

Represent to our customers as a trusted advisor, advocate and marketing thought leader/subject-matter-expert, conduct regular executive business reviews

Enlighten our customers with insights gleaned from their own data and industry trends

Ensure customers get maximum value from Aprimo by leveraging full platform functionality

Liaison between your customers and all the internal teams

Handle customer concerns with confidence, putting them at ease

Develop a network of champions within each account through education, coaching, and strong influencing skills

Onboarding Phase

Work closely with the Onboarding Specialist and lead the onboarding process for new customers, ensuring our platform's smooth and efficient implementation into their marketing ecosystem.

Work closely with the Account Executive (AE) to ensure a seamless handoff from the sales process to post-sales onboarding.

Adoption Phase

Monitor and analyze customer usage patterns and behavior to identify increased adoption and engagement opportunities with our product.

Proactively provide guidance and support to customers to drive adoption and help them integrate our solution into their marketing strategies.

Value Realization Phase

Collaborate with customers to understand their business goals and provide strategic insights to help them achieve measurable results using our product.

Conduct regular business reviews with key stakeholders, highlighting the value and ROI delivered by our solution.

Leverage AI tools in day-to-day work including account research, call prep, renewal analysis, and customer communications to operate with greater speed and precision across your portfolio

Deliver Premier Success engagements, partnering with customers to scope, plan, and execute high-value advisory sessions that drive measurable adoption and ROI outcomes

CANDIDATE QUALIFICATIONS & WHY YOU’RE A GREAT FIT FOR THE ROLE

The Essentials

Four-year degree required.

Minimum of 4 years’ experience demonstrable experience in a CSM role in a B2B SaaS Company.

Solid understanding of marketing technology and SaaS products.

Excellent communication and interpersonal skills to build strong relationships with customers.

Proven experience working with US based customers is highly desired.

Analytical mindset to interpret data and provide actionable insights.

Proven ability to foster internal/external relationships, overcome objections and motivate clients.

Additional Successful Qualities

Willingness to be on Camera.

Excellent organization, planning and project management skills.

Ability to schedule, manage and liaise daily touchpoints with Customer and Internal resources on a US/EMEA work schedule

Must be an independent self-starter possessing excellent time management skills and be able to manage multiple clients simultaneously

Ability to operate with minimal guidance; must be able to exercise sound judgment and decision making in challenging situations

Prioritize multiple responsibilities and deliver on commitments; must be comfortable working in a fast-paced, dynamic environment

Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs is imperative

Able to build collaborative relationships with supervisors and peers; able to delegate responsibilities with ease; able to provide constructive feedback and praise; able to understand and educate others

APRIMO CULTURE & WHY YOU’LL LOVE WORKING HERE

Aprimo offers a forward-thinking, progressive and employee-first culture that is based in both collaboration and flexibility with team members who are friendly, intelligent and enthusiastic people that are committed to the product and mission here at Aprimo .

With 5 offices worldwide and teams spread throughout the US, EMEA and Philippines, our multicultural teams work cross-departmentally and across continents and cultures towards a shared goal.

We offer a diverse environment that promotes DEI efforts, values multiple perspectives and fresh thinking and which includes Aprimo HELPS, an employee resource group (ERG) that is dedicated to giving back to our local communities

Through its relaxed environment, Aprimo embodies a more casual “Silicon Valley” atmosphere. We have a casual dress code that allows employees to express themselves as individuals and which fosters a creative and free-thinking approach to problem solving and business solutions. And it also allows us to wear hoodies and shorts during internal meetings.

Unlimited PTO, flexible work schedules and all positions allowing for either entirely remote or hybrid working arrangements create a deeply rewarding work-life balance.

Our unlimited PTO encourages employees to take time off to un-plug, rest, and recharge.

With flexible work schedules, employees can attend to personal matters, such as stepping away to pick up their children from school or to get a much-needed haircut.

In a recent internal survey, 89% of staff cited work-life balance as being one of the most rewarding aspects of working at Aprimo !