customedialabs is a digital transformation agency that helps businesses thrive in a digital world. With boundless thinking and revolutionary technology, we radically and relentlessly improve the power of brands to engage, delight, and serve their audiences.

We are a team of scientists, adventurers, artists, and revolutionaries. We are here because our natures compel us to challenge, disrupt, and reinvent. We believe geographic, technological, and creative boundaries were made to be broken. We are on a journey to a wondrous new world. And we would like you to join us.

customedialabs has offices in North America and Europe.

customedialabs is seeking a Customer Success Manager (CSM) who is all about customer satisfaction, retention and growth.  A highly ambitious individual who is equal part creative, technologically savvy, and analytical to manage the clients of customedialabs. The CSM must have the ability to integrate multiple functions and activities of Marketing, Sales, Training and Support in professional services and cloud solutions.  The CSM needs to have an in-depth knowledge of the customers, effective knowledge of the product, momencio and professional services being sold, and extensive domain expertise.    

The CSM must be passionate about helping clients, loves problem solving, have the ability to wear many hats, and driven by the desire to provide clients with more than they expect.  You will be responsible for developing long-term partnerships with your portfolio of assigned customers.  You will liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to customer needs.

Duties include:

• Account Management – Become your customers trusted advisor.  Understand the customer’s business goals and objectives.  Conduct regular business reviews with managed accounts to provide guidance and best practices throughout the customer lifetime.
• Account Growth – Seek to find opportunities to grow within the accounts you own.  Build trusted relationships with customer and key stakeholders to promote overall customer satisfaction, product adoption, retention, renewals and identifying new revenue opportunities from existing clients. Lead business development efforts and deliverables with support from internal teams. 
• Front Facing Lead  – Collaborate with cross-functional teams to develop success. You are front facing team member across the engagement life-cycle of the initiative. 
• Advocacy – Advocate for customers and partner with cross-functional team members to translate business needs and requirements into new solutions.   Obtain voice of customer, study other customer success programs and analyze customer data to improve outcomes.
• Balance – Strive to balance the needs of all three stakeholders – customer, coworker, and company – ensuring that no two dominate the third.

• Exceptional client relationship management and service skills
• Ability to deliver results under pressure, work independently and within team atmosphere, and take ownership of assigned tasks.
• Comfortable with presenting to clients, big and small, both in-person and virtually.
• Experience in managing issues and quality while bringing areas of responsibility and tasks to completion under strict deadlines. 
• Versed in requirements gathering, scope creation, estimates, and expectation setting.
• Travel up to 25%
• Bachelor’s Degree
• Experience in Marketing, Business Development, Sales, or Customer Success - Technology and SaaS background company preferred
• Strong written and communication skills
• Enthusiastic problem solver with out of the box thinking style
• GRIT

All your information will be kept confidential according to EEO guidelines.