Senior Mid-Market Customer Success Manager
WFA Digital Insight
The demand for skilled customer success managers has skyrocketed, with a 25% increase in job openings over the past year. In this competitive landscape, companies like Iterable are looking for exceptional talent to drive customer engagement and revenue growth. With nearly 1,200 brands relying on its platform, Iterable offers a unique opportunity to work with a diverse range of customers and shape the future of customer engagement. As the remote work trend continues to grow, candidates with strong digital skills and a customer-centric approach will be in high demand. Before applying, candidates should be prepared to showcase their ability to navigate complex customer relationships and drive growth through strategic initiatives.
Job Description
About the Role
As a Senior Mid-Market Customer Success Manager at Iterable, you will be responsible for managing a portfolio of high-value customers and driving revenue growth through strategic initiatives. This role is ideal for a solutions-oriented, customer-first problem solver who can navigate complex customer relationships and identify key stakeholders. You will work closely with the Product Team to provide feedback from customers and ensure the Iterable platform aligns with their needs.The Customer Success team at Iterable is committed to delivering exceptional customer experiences and driving growth through customer engagement. As a member of this team, you will be expected to develop strong relationships with customers, understand their business goals, and provide tailored solutions to meet their needs. You will also work with cross-functional teams, including Sales and Marketing, to identify new business opportunities and drive customer retention.
Iterable is a company that values innovation, collaboration, and inclusion. We foster a culture of growth mindset, balance, and humility, where ideas are valued and individuals are empowered to do their best work. Our success is powered by extraordinary people who bring our core values to life.
What You Will Do
- Proactively manage a portfolio of Mid-Market level customers ($70K - 250K+ ARR)
- Identify new business opportunities and develop strategic initiatives to drive customer retention and expansion
- Maintain a trusted advisor relationship with each assigned customer
- Lead regularly scheduled check-ins and produce Executive Business Reviews
- Drive client satisfaction and ensure customers see value from the Iterable platform
- Collaborate with the Product Team to provide customer feedback and ensure the platform aligns with customer needs
- Develop and execute customer success plans to drive revenue growth
- Analyze customer data to identify trends and opportunities for growth
- Provide training and support to customers on the Iterable platform
- Work with cross-functional teams to identify new business opportunities and drive customer retention
- Develop and maintain a deep understanding of customer business goals and objectives
What We Are Looking For
- 5+ years of experience in customer success or a related field
- Proven track record of driving revenue growth and customer retention
- Strong understanding of customer engagement and retention strategies
- Excellent communication and interpersonal skills
- Ability to navigate complex customer relationships and identify key stakeholders
- Strong problem-solving and analytical skills
- Experience working with AI-powered customer engagement platforms
- Strong understanding of digital marketing and customer experience principles
- Ability to work in a fast-paced environment and prioritize multiple tasks
Nice to Have
- Experience working with Mid-Market customers
- Knowledge of the Iterable platform or similar customer engagement platforms
- Experience working in a remote or distributed team environment
- Certification in customer success or a related field
Benefits and Perks
- Competitive salary and equity package
- Comprehensive health and wellness benefits
- Generous PTO and holiday package
- Remote work stipend and flexible work arrangements
- Professional development and training opportunities
- Access to the latest tools and technologies
- Collaboration with a talented and diverse team
- Recognition and reward for outstanding performance
How to Stand Out
- Tip: Showcase your ability to drive revenue growth and customer retention in your application, highlighting specific examples from your previous experience.
- Highlight your understanding of customer engagement and retention strategies, and be prepared to discuss how you would apply these in the role.
- Emphasize your strong communication and interpersonal skills, and provide examples of how you have built strong relationships with customers in the past.
- Be prepared to discuss your experience working with AI-powered customer engagement platforms, and how you have used data to drive customer insights and growth.
- Research Iterable's company culture and values, and be prepared to discuss how your own values and approach align with theirs.
- Prepare examples of how you have navigated complex customer relationships and identified key stakeholders in the past.
- Be prepared to discuss your experience working in a fast-paced environment and prioritizing multiple tasks, and highlight your ability to work independently and as part of a team.
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