Senior Customer Success Manager

• Drive customer engagement and adoption of Persado, serving as the lead day to day contact for Fourtune 500 Enterprise accounts in the Financial Services, Media and Technology industry
• Apply a results-oriented, methodical approach to collaboratively develop and execute an account plan and operating playbook that moves customers along a maturity path

• Deliver against customer’s strategic organizational objectives on a quarterly, semiannual and / or annual basis

• Build and expand core relationships throughout the organization

• Partner with CS and Sales leadership to identify and expand account opportunities

• Be an advisor, expert and evangelist of Persado products and testing methodologies: educate and onboard customers, develop users and supporters, build a story of program success, and advocate for customer needs
• Collaborate with marketing managers, analysts and deployment specialists at your customer account to identify and plan campaign opportunities
• Lead bi-weekly or monthly status calls and other ad hoc working sessions (planning, support, results review)
• Play a leading role in business reviews and program governance meetings and serve as the primary point of escalation
• Use creative problem-solving to manage multiple work streams simultaneously and deliver results in a fast-paced environment.
• Build and advance skills including:
• Identify opportunities for process or product improvements to improve customer experience and outcomes
• Platform analytics (ex: Google Analytics, Adobe Analytics, Bluecore) and testing and delivery platforms (i.e. Salesforce, Adobe, Optimizely)
• Build a strong understanding of cross-channel digital marketing (email, web, search, social and other paid media, mobile, etc.)
• Travel to clients as needed (estimated 1-2 times per quarter)

• 6-8 years of relevant experience in Customer Success, Program Management, or Account Management at a high growth Enterprise SaaS company, or equivalent experience in digital agencies working with Enterprise customers.
• Consultative mindset in assessing business and strategic customer priorities
• Prioritization skills and methodical approach to creating/completing to-do lists
• Ability to deliver results in a demanding and fast-paced environment that requires creative problem-solving skills
• Strong foundational understanding of the digital marketing ecosystem, including email marketing, display advertising, social, mobile commerce, etc.
• Analytical and data-driven mindset and makes decisions with data including having a strong grasp of financial business value / ROI cases
• Experience in leading customer interactions including status calls, building program presentation decks, and key communications across several cross-functional groups
• Good at managing multiple work streams including all aspects of customer engagements and communicating clearly the implications to key customer team stakeholders
• Strong ability to manage cross functional teams delivering to Enterprise Customers as well as managing upwards

• Obsessed with customer outcomes
• A fast learner, eager to learn about new solutions, technologies and processes
• Solid analytical thinking and problem solving capability
• Collaborative team player with the ability to shift gears quickly and efficiently
• Dependable, reliable with strong attention to detail
• Self-driven, professional, and proactive to take ownership of projects
• Strong communication skills, ability to own meetings and keep everyone on track

• Persado’s hybrid working model empowers both remote and in-office work equitably.
• Competitive and equitable compensation with generous benefits packages globally.
• 401k matching (USA); Pension Scheme (Certain EU locations) to prepare for your future.
• We encourage professional growth through our dedicated enablement and training, as well as on demand tools and resources.
• Employee Enrichment Fund to pursue a passion or upgrade your home office.
• Structured onboarding program to ensure a confident start and long-term success for new hires.
• Strong emphasis on career development and mobility, continuous feedback loops and performance management.
• Flexible time off to support work-life harmony (including Summer Fridays and a one week Winter Holiday Break).
• #PersadoCares: two paid Volunteer days per year and charitable donation match.
• Robust Diversity, Inclusion and Belonging initiatives; culture month celebrations, monthly diverse speaker series, commitment to bias-free recruitment, ERGs (#culture, #mindsmatter, #parents, #women, #green, #pride - and more).

Persado