Who you are

• The ideal candidate will have experience in Customer Success, Account Management, or Sales with a track record of success
• 5+ years of B2B Customer Success, Account Management or Sales experience
• Familiarity with SaaS metrics and platforms
• Demonstrated experience in owning and leading the development of strategies on assigned accounts in partnership with appropriate stakeholders
• Proven track record in building executive relationships, developing champions within our customer base, while managing a $2m+ book of business and exceeding gross retention targets
• You have led projects end-to-end and have experience working with and leveraging internal resources to get things done
• You are an engaging storyteller with the ability to build strong internal and external relationships, rapport and establish trust through a consultative approach
• You are technically savvy and can conduct platform walk-throughs without the support of a Sales Engineer
• Eagerness to learn, rampant curiosity, a passion for technology and for being part of a fast-growing company
• A keen attention to detail, and highly organized when it comes to information management, task prioritization, planning and time management
• Strong problem solving, decision making and analytical skills with the ability to think creatively and be resourceful
• Experience with executive level communication, engagement, and presentation skills are essential

What the job involves

• We are hiring a proactive, analytical, and personable Sr. Customer Success Manager, reporting to the Director of Customer Success, to join our rapidly growing team
• Key responsibilities include ownership of an enterprise portfolio to ensure that customer satisfaction and retention metrics are met and exceeded
• Responsible for building and maintaining strong relationships at all levels (user to executive), providing the customer with best practices and support by understanding each customer’s individual needs while providing high levels of consultation
• Strategic ownership of a customer portfolio over the entire customer lifecycle (post contract execution)
• Successful creation and ownership of up-to-date account plans in order to grow strong customer relationships where you have earned the position of trusted advisor
• Customer participation in case studies, testimonials, and references
• Influencing Citylitics’ strategy and the Product roadmap through the extraction and sharing of customer feedback to relevant internal stakeholders
• Maintenance of a developed in-depth knowledge of your customers’ industry, technology, products, and services
• Visibility at the customers’ executive level to drive awareness of Citylitics' offerings and value at a macro level
• Maintenance of good data hygiene across your portfolio within the Customer Success team’s CRM and other relevant tracking systems
• Other duties as assigned

Benefits

• Flex Time, All the Time: We believed in flexible hours and work from home days before it became the norm. We encourage a flow that works best for you
• Benefits and Perks: Our benefits cover everything from your trip to the dentist to massage therapy. We offer online learning, the right hardware to succeed, and time to hang out via yoga, donut chats, Gather, and more!