Customer Success Manager at Situation Publishing in San Francisco, California

Job description

• As Customer Success Manager you are the person clients deal with from the moment a campaign is signed. You own delivery across lead generation, sponsored content, display and research, running several campaigns at once and keeping every one on schedule. Clients judge us on whether their programmes land and perform. You are the reason they do, and the reason clients return.

Responsibilities

• Own a portfolio of live client campaigns end to end, from kick off through to final reporting, running several at once against competing deadlines.
• Be the client's day to day contact. Build the relationship, set clear expectations, and keep clients informed before they have to ask.
• Work with editorial, design and ad operations colleagues to get assets produced, scheduled and live against an agreed calendar.
• Track delivery against contracted volumes, spot shortfalls early, and agree the fix with the client rather than reporting the problem after the fact.
• Keep campaign records accurate in Salesforce so the commercial team, finance and the client all work from the same picture.
• Produce end of campaign reporting clients trust, and use what it shows to improve the next programme.

Requirements

• Experience managing client accounts or campaign delivery, ideally in B2B media, publishing, marketing services or an agency.
• Genuinely service minded. Responsive, reliable, and the sort of person clients never have to chase.
• Methodical about detail. Dates, volumes and deliverables are the job.
• Confident with senior marketers at large technology companies, including when the news is not what they wanted to hear.
• Comfortable with systems. Salesforce experience helps, though we will train the right person.

Skills

Required

• Service minded
• Responsive
• Reliable
• Methodical about detail
• Confident with senior marketers
• Comfortable with systems

Preferred

• Salesforce experience

Benefits

• A small, senior team where your work is visible and your judgement is trusted. Direct exposure to some of the best known brands in enterprise technology. Real scope to shape how we deliver as we build the function out.
• Hybrid work schedule.
• Health package: Medical & Dental.
• 401(k).
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• $100k - $110k