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We are on the lookout for a dynamic Customer Success Manager to join our team. This role is a critical juncture between our sophisticated software and client happiness. Our customers depend on being able to understand and best use our products so that its the perfect fit for their needs. This is a role for someone who understands the ins and outs of on-site optimization, digital execution, and has a knack for synthesizing onsite testing data, helping clients achieve their business goals.
Knowledge of digital marketing best practice, and program management skills are critical to the success of Success Managers, as they must also be the connecting puzzle piece for internal teams and client expectations. Creative and critical thinkers, problem solvers, and top-notch communicators are primed for success in this role.
Role:
Help clients operationalize onsite testing and personalization best practice, creating great client personalization experts to exceed their onsite business goals
Evangelize adoption of the DY solution and achieving a high degree of customer satisfaction
Ensure appropriate resources are dedicated both internally and externally to meet/exceed project and customer expectations
Review overall program status with clients on a regular basis, usually in the form of client calls, web presentations or onsite meetings as required
Serve as the primary point of contact for clients and their DY personalization program
Consult with clients on product features, functionality and onboarding best practices
Distill our driven value from utilizing personalization program, and digital testing data
Analyze data and propose value-driving recommendations.

Were looking for a Customer Success Manager, Commercially adept but with a technical curiosity in the Product and what it can do for our Customers, to help take digital adoption and Walk usMe to the next level.
As a Customer Success Manager, youll be responsible for being a trusted advisor to a portfolio of around 10 Fortune 1000 customers, helping them achieve maximum value from the platform. You will understand your clients' digital adoption goals, and recommend technology solutions to help them get the most out of our product and meet/exceed their goals. You will report to the Manager of Customer Success.
*** Working Days - Monday to Friday
What You'll Own:
Be the 'voice of the customer' and provide internal feedback to maximize customer value and retention.
Schedule and prepare Success Business Reviews for customers, with the top priority of increasing customer adoption and proving return on investment that leads to renewals/expansion.
Maintain an understanding of our product and roadmap, so you can guide customers to success and continue to promote adoption of the product.
Educate customers on the most relevant features of their specific requirements, be comfortable guiding customers through the platform, and showing them the Art of the possible.
Understand your customer's industry trends, challenges with digital adoption, and current and potential use cases .
Establish and develop strategic, trusted advisor relationships at the highest relevant levels (Decision Makers, Champions, Economic Buyers) by guiding the customer on best practice usage of the platform to help manage risk and meet/exceed their goals.
Work with the internal Account team and Customer to develop a Success Plan outlining how addresses their immediate/future needs (including metrics for success).
Monitor customer health to reach out to customers before risks escalate and identify remediation options.
Partner with Account Team (Renewal Managers, Account Executives, Services, Technical Account Managers) to ensure that customers renew and expand.