Customer Success Manager

Customer Success Manager

At Certain

Date Posted:

Location: USA Only, TELECOMMUTE

About Certain, Inc.

Certain is the leading provider of enterprise Event Automation to the Fortune 1000. Our

SaaS solution helps data-driven demand generation and event marketers capture and

integrate rich buying signals and attendee insights into omni-channel marketing campaigns

to improve sales and marketing results and deliver credible event ROI. Headquartered in

San Francisco, with offices in North America, Europe and the Pacific Rim, Certain partners

with hundreds of enterprise and event management companies across tens of thousands of

events with millions of attendees to deliver the best attendee experience through live

events.

Certain is in the midst of rapid growth as Event Automation is one of the few dark spots in

the marketing tech stack. While 30–40% of the marketing budget goes to hosting events,

marketers lack a single platform to deliver seamless event and conference experiences at

scale while also extracting overall event ROI. Certain is changing the game as the first Event

Automation platform that aggregates over 300 in-person event data points that are

seamlessly integrated with Eloqua, Marketo and Salesforce to deliver a highly personalized

experience before, during and after live events. Certain offers a complete product suite to

fulfill our customers' needs, including our award-winning event mobile app named Best

Event Management Mobile App by the MarTech Breakthrough Awards, an easy-to-use

meeting management and scheduling tool, and seamless attendee check-in app. With little

marketing to date, Certain has secured some of the largest global brands as clients such as

Oracle, Microsoft and CA Technologies who won a Revvie for Marketing Team of the Year

based on their implementation of Certain at CA World.

The Customer Success Team is tasked with helping maintain the long-term success of

Certain. As such, we need Customer Success Managers (CSMs) driving success for our

customers. This role includes responsibilities for customer success activities (i.e., adoption,

advocacy, retention, etc.) and outcomes (i.e., SaaS renewals, upsells, etc.).

About the Role:

As a Customer Success Manager (CSM), you will be our customers' advocate, ultimately

responsible for engaging with customers post-sale, driving user adoption and satisfaction,

as well as ensuring high retention and growth, because they love Certain and want more.

You will become their trusted advisor as you confidently guide them (hands-on) with

product best practices helping them to maximize their investment in Certain.

You will work with new and existing accounts to ensure they are successful with the

Certain Event Automation suite of products as we help customers achieve their

event/marketing goals. You will work collaboratively with Sales, Product Management,

Engineering, Customer Success and Support to help make the customer experience

outstanding.

If you love working with customers, always strive to improve your CS acumen, have a

positive attitude, and have thrived in a similar role in the past, then we want to talk to you.

Duties and Responsibilities:

● Work with the customer to understand their criteria for success and develop and

deliver customer success plans, identifying actionable goals and results for all

accounts under your management; track and follow-up on net promoter score

(NPS) to ensure customer satisfaction

● Establish regular customer communication cadence with all levels within your

accounts, leveraging steering committee meetings, health checks, and executive

business reviews (EBRs), ensuring Certain has strong connections into accounts,

customer champions are established and nurtured, and new products,

opportunities and releases are appropriately introduced

● Act as the Voice of the Customer and provide customer feedback to internal team

members based on use-cases and requirements

● Collaborate with Sales on renewals and to identify opportunities to expand

Certain's footprint within your account base

● Identify high-risk customers and implement risk mitigation plans, engaging

company resources as needed

● Act as escalation point for customer escalations to ensure effective and rapid

communication and problem resolution

● Work with professional services team to ensure a successful implementation phase

with our platform product. For our mobile app product, provide project

management, implementation services, and customer support to ensure the timely

delivery of our solutions according to customer needs and objectives

● Use established Key Performance Indicators (KPIs) to guide your activities

Skills, Knowledge and Competencies:

• Understanding of the Customer Success function in a SaaS business model and

experience working with mid to large global enterprise accounts. Activities include

adoption, advocacy, retention, etc. to drive SaaS renewals, upsells, and

referencability

• Strong collaboration skills and the ability to provide accurate and timely customer

and internal follow-up

• Empathetic customer advocate, Voice of the Customer, with innovative ideas to

inspire customer loyalty and adoption including NPS for satisfaction

• Project management and customer education / support experience for small

projects to meet customer objectives, contract terms, and customer adoption

• Self-motivated team player with a positive attitude and ability to constructively

work with stress when it surfaces showing diplomacy, poise and professionalism

when working through customer issues

• Strong oral, written, presentation, and demonstration skills

• Strong leadership skills and experience interacting with a broad range of customers,

partners, executives and colleagues at all levels, including C-Suite

• Highly organized with meticulous attention to detail

• Demonstrated desire for continuous learning and improvement; hands-on technical

aptitude with the ability to quickly learn new technology, maintaining high-level

product knowledge of Certain's products and product direction in supporting the

customer

• Experience coordinating responses to customers RFP/RFI requests

• Demonstrated experience creating compelling data backed business cases to

introduce new processes to Customer Success and Certain

• Experience with Google product suite, Slack, Microsoft Office, Salesforce, Gainsight,

Zendesk, mobile apps, online meeting apps (such GoToMeeting, WebEx, Join.Me, MS

Teams, Skype for Business)

• Ability to travel 10-20%

Background and Experience:

• 3 - 5 years experience in customer-facing roles (such as customer success, account

management, professional services, customer support, pre-sales support or

consulting) with experience delivering high-level presentations/demonstrations for

SaaS products

• 1 - 2 years experience working in a SaaS business model, preferably in SaaS

solutions delivery (mobile and platform)

• Understanding of value drivers in recurring revenue business models

Education:

• Bachelor's degree or higher in Business Administration, Marketing, Technology or

other relevant focus


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