Customer Success Manager

  • Full-time

Company Description

Keen Decision Systems was founded to solve the biggest challenge in marketing: connecting marketing spend to revenue. By deploying our Bayesian modeling suite, companies of any size get actionable insights into where they can best optimize their marketing spend to drive the business outcomes that matter most.

Keen is different.

As a Inc. 5000 Fastest-Growing Private Company and a Triangle Business Journal Top 10 Best Place to Work, we’re growing quickly. But our growth isn’t the only thing that differentiates us.

At Keen, we’re proponents of a Conscious Culture. Conscious Culture is a workforce built on purpose. A Conscious Culture means that time and effort have been invested in making sure that how our company operates is as important as our business outcomes. Because we work smarter Monday-Thursday, we’re able to offer all employees a three-day weekend.

Job Description

What is a Customer Success Manager (CSM)?

As a CSM, you’re working closely with our customers to improve the ways they approach Marketing and Media Planning through our powerful Bayesian modeling software. This means understanding our client CMOs’ and VPs’ of Marketing business objectives and strategic goals and working with their teams to execute a data-driven strategy.  This isn’t a “respond to problems” role; our CSMs drive outcomes.

A successful CSM ensures the current Success Plan (as written and agreed to by the Client Executive & Keen Account Manager) is executed successfully AND adopted and supported by the Client Stakeholder team to deliver the expected results such that the Lead Stakeholder thinks of Keen as:

  • A partner who repeatedly demonstrates quantifiable ROI against the license costs
  • A partner who enables the client org to achieve their strategic objectives
  • A partner in whom healthy relationships exist and are maintained

What you’ll do as a CSM:

  • You and a peer Technical Success Manager will own a book of business together - responsible for all day-to-day service and support of our clients.
  • Serve as the Keen platform subject matter expert, deeply knowledgeable about how to derive performance insights and create planning scenarios to meet client business objectives. 
  • Strategically drive product adoption and engagement by training client teams on both the “how” and “why” of using the platform. 
  • Create content and deliver Key Insights presentations to client marketers and executive leadership teams.
  • Collaborate with your peer Technical Manager to successfully implement clients, translating  their business into a model scope that provides them with the insights they need, and revisiting model structure on a regular basis to ensure continued alignment.
  • Proactively project manage your portfolio. Anticipate client needs, develop and facilitate next steps, and deploy Customer Success “playbooks.”
  • Act as a change management agent across client departments, educating stakeholders on how they can implement a data-first strategy for their marketing and media planning efforts, and use the model’s insights to create quantifiable ROI.
  • Serve as the voice of the customer, advocating for feature additions to the  product roadmap and surfacing UX challenges to the product team.

Qualifications

What characteristics do the best CSMs have?

  • The emotional intelligence and communication skills to successfully work with the best and brightest marketing professionals.
  • A willingness to grow a deep knowledge in both marketing and modeling.
  • The drive, tenacity and confidence to work in a rapidly growing and unstructured business with constant personal and professional growth.
  • The organizational skills required to juggle multiple projects, stakeholders and targets and succeed across many responsibilities.
  • They thrive in team environments with a high level of collaboration and are willing to help others and build a better team together.
  • 5+ years of experience in a combination of any of the following:
    • Marketing Mix Modeling
    • Performance Marketing
    • Account Management
    • BI/Analytics
    • Consulting
    • Software Sales

Additional Information

Keen keeps introducing new benefits to help our employees move forward and improve in their personal and professional lives. The following is a glimpse into some, but not all, of Keen’s Employee Benefits.

  • A conscious culture work environment; company-paid medical, dental, and vision for you and your family; Open Personal Time Off (PTO); 401k with company match; stock options; electronics stipend; Paid Parental Leave; continued learning opportunities; quarterly reviews for potential bonuses; Pet friendly office, and more!  

Must be authorized to work in the United States. 

Thank you for your interest in Keen. All information submitted will be kept confidential according to EEO guidelines.