Attentive

Senior Customer Success Manager, Strategic (West)

Job Description

About the Role
We are looking for an experienced customer success person to join our team as a Senior Customer Success Manager. You will take ownership of relationships with our Strategic clients and lead their program strategy in a consultative and data-driven fashion. You will run all facets of their acquisition and messaging program and own the customer relationship at strategic goal alignment during implementation and moving through every part of the client lifecycle, working in close coordination with Sales, Technical Account Managers, and New Product Specialists to provide maximum value for your customers, while retaining and growing revenue for Attentive.  

As a Senior CSM, you will be responsible for accurate revenue and renewal forecasting, designing and implementing strategic account plans, and identifying opportunities to expand the customers suite of Attentive products to satisfy their goals.

You will have the latitude and autonomy to navigate the technical and strategic aspects of your relationship with the customers and be trusted to represent Attentive at in-person meetings and functions, happy hours, and events. 


What You’ll Accomplish
  • Gain the confidence of and cement relationships with customers throughout the entire lifecycle of the account including: goal-setting, value delivery, account growth, new product adoption, and renewals
  • Work independently to deliver a “consultant” perspective in all customer interactions
  • Regularly lead and present at customer meetings, both in-person and over video conference
  • Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies
  • Lead discussions with customers to probe what new products they are interested in and what integrations they might need, and translate customer feedback into specific product requirements

    • Your Expertise
  • 5+ years of CS or Account Management experience required (ideally at a marketing/software company)
  • Strong understanding of growth and retention techniques and strategies
  • Previously have worked closely with engineering and product teams to define requirement and implement solutions
  • Comfortable learning new software (for design, data management, and internal tools)
  • Experience navigating complex work processes, tight timelines, and changing teams
  • Extremely detail oriented and organized
  • Experience in Salesforce or related CRM tools, and Customer Service Software like Catalyst or related tools 
  • Interest in software and entrepreneurship

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