Customer Success Manager, Mid-Market
We are looking for an experienced Customer Success Manager, Mid-Market to join our global CS team, based in the Los Angeles area. As a Customer Success Manager, you will be responsible for day to day account management to our mid-market portfolio, helping them to fully realize the value of CreatorIQ services. The Customer Success Manager, Mid-Market assists customers day to day by sharing best practices, monitoring service usage, ensuring continued customer satisfaction, documenting and escalating new feature and product requests, and identifying potential up-sell opportunities and use cases.
As a Customer Success Manager, Mid-Market at CreatorIQ, candidates should have strong account management experience working in or with media companies, influencer marketing experience with large brands, or experience working in a dynamic, fast-paced SaaS technology company. You’ll be part of our New York (office) team that has seen continued growth over the past 3+ years. This is a great opportunity for someone that wants to join an exciting company with both personal and professional growth opportunities.
Who we are:
CreatorIQ is the leading cloud solution for global enterprises to manage & optimize influencer campaigns at scale. With significant growth year over year, we have global relationships with companies such as Mattel, Disney, Tiffany & Co, Airbnb, CVS, Dell, Edelman and Creative Artist Agency, with Customer Success responsible for driving value and retention on behalf of CreatorIQ.
In this role you will:
- Own post-sales customer relationships with key account stakeholders to drive valuable partnerships through account management activity, identifying opportunities for continued growth
- Work closely with Creator IQ’s Sales, Enablement, Customer Support, and Product teams to ensure successful customer onboarding and launch of contracted services
- Advise clients on best practices for using CreatorIQ products and services for influencer marketing & brand advocacy on their preferred social media platforms
- Monitor and report out on customer usage and health, developing proactive strategies for driving continued user adoption, retention and growth
- Evangelize CreatorIQ products and drive platform and new feature rollout and adoption through training sessions, product roadmap reviews, customer feedback sessions, usage and customer health monitoring
- Collate and share best practice examples of reporting, strategies, and case studies across our teams globally
We’re looking for someone with:
- 3+ years of proven experience in a customer-facing role at a technology solution, influencer marketing agency, brand or media company, managing large-scale customer engagements
- Passion for understanding and helping customers solve real-world business challenges by leveraging (CreatorIQ) technology solutions.
- Ability to work effectively under tight deadlines, prioritize and multi-task in a fast-paced environment
- Strong analytical skills, with ability to understand customer behavior
- Ability to handle customer conversations at all levels, including direct or indirect negotiations
- Excellent verbal, written, presentation and project management skills, speaking with all levels both internally and externally
- Experience with cross-group collaboration across Sales, Marketing, Support, Product/Development, and other internal organizations
- Demonstrated experience in influencer marketing, social media platforms, and/or working with or for influencer software preferred but not required
- Experience using Microsoft Office or G-Suite, Salesforce and audio/web conferencing (Slack, Zoom, etc) required. Experience with ZenDesk and JIRA a plus
You’ll love this role if:
- You love technology and have an enthusiasm for the business value of influencer marketing
- You’re a people person and excel at nurturing relationships both internally and externally
- You have a big team ethos but enjoy autonomy, are a self-starter and driven by seeing the results of your efforts
- You’re adaptable and thrive in fast-paced environments