Customer Success Manager
Chartbeat
 New York, NY
ABOUT US

Chartbeat, the content intelligence platform for publishers, believes that today’s content creators need mission-critical insights—in real time and across desktop, social and mobile platforms—to turn visitors into audience. Our software goes beyond clicks and pageviews so content creators can understand what, within their content, is keeping people engaged. Partnering with over 60,000 media brands across 60+ countries, Chartbeat’s software and front-line tools help the world’s leading media companies understand, measure, and monetize the attention earned by their content.

THE TEAM + YOU

The Customer Success team provides best in class consultative support to Chartbeat’s largest and most strategic clients. We are looking for a Customer Success Manager to help develop strong relationships with our clients to drive retention, adoption, customer satisfaction, and growth.  This role will require you to collaborate closely with internal teams to anticipate customer needs and deliver practical training and clear solutions to proactively address publisher challenges and opportunities. The ideal candidate is hands-on and results-oriented, with strong communication and problem-solving skills. This person also thrives and is comfortable in a fast-paced environment and loves to travel!

Day-to-Day Responsibilities

  • Cultivate successful relationships with key stakeholders within client organizations to ensure optimal engagement within the product and support
  • Understand the technical needs of each client and collaborate with internal teams and external stakeholders to ensure the optimal delivery of Chartbeat’s solutions
  • Uncover each customer’s enterprise-level business goals and articulate how Chartbeat’s product suite is aligned to help exceed those KPIs
  • Identify opportunities for increased product optimization
  • Collaborate with internal teams to customize product offerings to suit individual client needs as well as to build out and maintain custom account plans
  • Anticipate and negotiate annual renewals while continuously working with clients to assess upsell potential to optimize client output and engagement
  • Deeply understand the competitive landscape and demonstrate proficiency in presenting Chartbeat as the optimal long-term solution
  • Proactively flag at-risk accounts and work closely with the Vice President of Customer Success and other internal stakeholders to retain accounts whenever possible
  • Take ownership of team-wide projects and leadership initiatives
  • Identify critical opportunities for increased product optimization and engage in a consultative manner with key client stakeholders to ensure customers get full value from their relationship with Chartbeat and our products
  • Demonstrate sincere curiosity to uncover and understand client business challenges and a passion to exceed client expectations via proactive engagement and trainings
  • Travel as needed to represent Chartbeat at client meetings and conferences worldwide

Requirements

  • Bachelor’s degree and/or equivalent experience
  • 3-5 years of B2B relationship management experience
  • Experience working with and/or for media organizations a major plus
  • Demonstrated experience with consultative relationship building, objection-handling and customer-oriented demo skills, preferably in support of SAAS, cloud, media, marketing or web-analytics platforms
  • Recognized by key customers/stakeholders as a digital media and analytics expert who can leverage that knowledge into practical customer solutions
  • Ability to work independently and to effectively handle numerous and often simultaneous priorities with stakeholders across all functions of our customer organizations
  • Proven results consistently growing a portfolio of enterprise client relationships
  • Strong sense of urgency and resiliency
  • Excellent written, persuasive speaking, demoing and contract negotiation skills
  • Demonstrated knowledge of CRM (Salesforce) activity, opportunity and pipeline management preferred
  • Familiarity with web/media publishing technologies and debugging tools is a major plus
  • Experience working with clients outside the US is a plus
  • Demonstrated evidence of multinational experience; multilingual skills preferred including but not limited to Spanish, French, Japanese and German is a plus.