Senior Customer Success Manager

| Culver City

Are you outgoing, self-motivated, and willing to take the lead? Do you know what is needed to ensure clients are happy and expectations are met? SteelHouse, one of the fastest growing online advertising companies in the country, is looking for an Senior Customer Success Manager who is able to learn quickly on the job and work well under pressure. LA-based, with a cool company vibe, SteelHouse is looking for the right, highly motivated person to join our Customer Success team. If you want a great opportunity in a company that is revolutionizing the online display advertising industry – this is for you.

The Customer Success team is a group of adtech enthusiasts who specialize in driving outcomes for our client portfolio. The Customer Success team is seeking a highly-detail oriented individual who is accountable for owning the client facing relationship, and the revenue portfolio assigned to their account assignments. The Customer Success Manager is also tasked with ensuring operational excellence around platform adoption, execution, which will in turn mitigate churn.

You are:

  • Able to multitask and prioritize in a fast-paced environment
  • Passionate about advertising and supporting great creative work
  • Proven at building and growing revenue in strategic relationships with clients
  • Talented in collaborating with people of varying personalities
  • A stellar problem solver and enjoy providing a high level of service
  • Confident, resourceful, decisive, and willing to take initiative
  • Effective working individually and as part of a team
  • Practiced at keeping cool under pressure and help others do the same

Key Responsibilities:

  • First line of response for all product, technical and commercial related customer inquiries. The CSM is accountable for the customer’s overall success with the SHAS, including renewals (if applicable), adoption of SHAS solutions, customer health, and satisfaction
  • Act as the main point of contact throughout the customer’s lifecycle, defining success plans with key deliverables, and ensuring clear communication across customer’s marketing operational areas
  • Effectively network within accounts to drive successful execution of the customer's strategy and roadmap
  • Deliver on an exceptional customer experience through proactive communication, orchestrating the right internal resources, and effectively using the customer journey model to align, track and evolve the customer's business goals
  • Drive adoption of SH products by using data to provide insights, share best practices, and progress
  • Foster innovation by sharing best practices and new ways your customers can leverage SH solutions to advance their digital efforts and customer outcomes
  • Identify customer risk, and work with extended SH team to create and execute on “get well” plans
  • Collaborate with Finance, AdOps and other SH cross-functional areas to ensure customer outcomes are being met on a daily, weekly, monthly etc. basis
  • Provide weekly forecast and outlook insights to leadership based upon customer satisfaction, pipeline opportunities, and relationship risk, etc.
  • Be the voice of the customer internally at SH, sharing process improvements and best practices with the internal ecosystem
  • Contribute to the ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers success

You have:

  • A Bachelor’s degree required 
  • 5-7 years of quota bearing responsibility (new business or farmer)
  • Internet/technology savvy
  • 5-7 years of experience in related ad-tech/mar-tech industries
  • Impeccable verbal and written communication skills
  • Proven time management and organizational skills
  • Ability to work full-time in our Culver City office
  • Proficiency in Microsoft Office (Word, Excel, Outlook)
  • Familiarity with Zendesk, Join.Me, and UberConference a plus

The gig comes with a few perks:

  • Collaborative work environment with friendly people
  • Beautiful office with an open floor plan and huge windows
  • Transparency-we share very detailed financial info at company meetings
  • Investment portfolio- Acorns contribution from SteelHouse
  • Competitive compensation
  • 100% healthcare coverage
  • Open-ended vacation policy with an annual vacation stipend
  • 401k plan
  • Flexible Spending Account (FSA) for dependent, medical and dental care
  • Weekly food deliveries, food trucks and outdoor BBQ
  • Gated dog run located outside - in our LA location

About SteelHouse:

SteelHouse provides advertising software for direct marketers, agencies, and brands of all sizes. The SteelHouse Advertising Suite provides marketers with everything they need to launch retargeting and prospecting campaigns through display, mobile, and social. The SteelHouse Creative Suite lets anyone create beautiful ads using the content around them. Our solutions give advertisers total transparency and complete control over their campaigns – all with the fastest go-live in the industry.

SteelHouse Wins: built in Los Angeles Top 100 Digital Companies in LA, Hermes Creative Award Winner, Telly Award Bronze Award Winner, AVA Digital Award Platinum Winner, EMA Innovator Award Winner, LA Business Journal's Top Places to Work in LA.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
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    • SqlLanguages
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    • AngularJSFrameworks
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    • CassandraDatabases
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    • Google AnalyticsAnalytics
    • WalkMeAnalytics
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    • IllustratorDesign
    • InVisionDesign
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    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
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    • WordpressCMS
    • SalesforceCRM
    • PardotCRM
    • SendGridEmail
    • PardotLead Gen

Location

SteelHouse is located in the diverse and historic town of Culver City. Our office is just off the LA River, and is only a metro ride from the beach.
3644 Eastham Drive, Culver City, CA 90232

Insider's spotlight

What’s the vibe like in the office?

The SteelHouse office has a vibe I would describe as fun and energetic. The communal, open space allows for strong team collaboration and communication. Everyone here is like a family - we support each other and actually enjoy coming in to work!

Annaka Erickson

Sr. Account Manager

What's the biggest problem your team is solving?

The biggest problem my team is solving on the tech side is to migrate our legacy infrastructure to AWS. We are leveraging cutting edge technology to upgrade our infrastructure which will help us improve on the platform stability and would allow us to meet the demands of growing business.

Aiman Parvaiz

DevOps Manager

How does the company support your career growth?

SteelHouse has provided me ample opportunities to pave my own growth path. This starts with proactive leads that ask what I am looking to improve on, or what I would like my next steps to be. Leadership then assists in opening doors so I can work towards those goals, without which I would not be where I am in my career today.

Brooke Ellias

Solutions Architect

How do you empower your team to be more creative?

During team meetings, our writers and artists come together to pitch their own decks, illustrations or scripts, and we together work our way through a concept improv exercise, where everyone can contribute and the idea gets refined. In the end, project owners get to leverage the power of the team while maintaining a connection to the core concept.

David U. Simon

Chief Marketing Officer

What does career growth look like on your team?

Career growth is an important aspect of working on the Customer Success team. We create an organic career path that allows team members to work with a more sophisticated customer set, and learn deeper level aspects of Customer Success. We also encourage our Customer Success team members to be cross-functional, and to move up in other departments.

Rory Mitchell

Chief Customer Officer at SteelHouse

What are SteelHouse Perks + Benefits

SteelHouse Benefits Overview

At SteelHouse, we have an open-ended vacation policy with an annual vacation stipend, as well as a Flexible Spending Account (FSA) for dependent, medical and dental care. And SteelHouse invests in our employees with a contribution to their Acorns accounts. Our kitchen is stocked with weekly food deliveries, and for lunch our employees have access to food trucks and an outdoor BBQ. SteelHouse pups are always welcome in the gated dog run located outside our LA office.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
At SteelHouse, employees are able to work from any location. We are proud of the trust we are empowered to have in our team-members due to their diligence and strong work-ethics.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
We take our beer very seriously at SteelHouse. Not only do we have beer on tap, we make our own brews and ciders in-house as part of the SteelHouse Brewery.
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
The SteelHouse kitchen is always stocked with groceries for team members to make their own breakfasts and lunches. We also have Burrito Fridays every month!
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
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