Customer Success Manager: Named Accounts US&CA at Rock Content | Powderkeg

Location: United States

Employment Type: Full-time / Remote

Team: Customer Success

This is a remote position, you can be located anywhere in Canada or US.

As a Customer Success Manager, you will be responsible for guiding the customer on the journey towards success, ensuring an unforgettable experience with Rock to achieve the desired result with content marketing.

**As a company that breathes diversity, for all positions, we encourage candidates of all regions, genders, races, beliefs, and sexual orientations. **

Your Impact:

  • Delivering and communicating ROI for our clients, throughout the customer lifecycle;
  • Keep track of customers engagement and satisfaction throughout the customer lifecycle;
  • Builds and presents basic quarterly business reviews (QBR) to all customers, with data on engagement (software usage/actions taken), results, insights, opportunities, and next steps, always moving forward on our success methodology.
  • Monitor customer health to identify risks and opportunities to act proactively on problems and expansion opportunities;
  • Keep communication flowing between Rock and Customers (NPS, Follow-ups after calls, and in between QBRs with customers and Rockers).
  • Seek alignment of the customer's expectation with the delivery of Rock, and constantly gives feedback to other teams (product, marketplace, services, finances, legal, etc.)
  • Record and organize communication so Hubspot records are 100% up-to-date. Follows all internal processes within the CSM and other teams. (with closer management assistance)

What we are looking for:

  • 3 years of experience in customer service or sales.
  • Advanced knowledge of the SaaS business model, Digital Marketing, Inbound Marketing, and Content marketing:
  • Analytics, Marketo, Hubspot, WordPress.
  • Areas of study: Communication, and Business Administration
  • Shows good judgment in selecting the best methods and techniques for problem-solving.
  • Negotiation skills and conflict of interest mediation to generate a close and trusting relationship.

What we offer:

  • Rock University - free access to our marketing courses

  • Ongoing workshops and webinars on marketing topics

  • Flexible hours

  • Work from home allowance

  • Parents benefits

  • Volunteer paid time off

  • Birthday and work anniversary days off

  • Health insurance

  • Dental Insurance

  • Being part of a dynamic, talented team distributed around the world

  • Making an impact in a global, established but scaling startup where you will see results of your work helping to drive us forward

  • Being empowered to make decisions to improve customer satisfaction

  • Continuous growth opportunities for our customers, talent community, and Rockers

  • Other benefits may be available according to your location.

Job Summary
  • Job Title
    Customer Success Manager: Named Accounts US&CA
  • Company
    Rock Content
  • Location
    Boca Raton, FL
  • Employment Type
    Full time
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