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Customer Success Manager

PathFactory
  • Full Time
  • Posted : 3 weeks ago

PathFactory is a content intelligence platform that helps B2B marketing, sales, and support teams create personalized content experiences for their buyers. It uses AI to track user behavior and recommend the most relevant content to each individual. With our proprietary content intelligence data, we provide insights into how buyers are engaging with content, helping you optimize your content strategy, and connect with your buyers in a more personalized and meaningful way to drive pipeline and revenue.

PathFactory has been recognized by Deloitte as one of North America’s 2020 Technology Fast 500 companies. PathFactory was also named the 2023 Top-Rated Content Marketing Software by TrustRadius, a 2023 Content Experience Leader by G2, and a Cool Vendor in Technology Marketing by Gartner.

Visit to see how we can supercharge your ABM, Partner Marketing, Web Personalization, and Sales Interactions.

As a Customer Success Manager, you will work closely with our customers to help them adopt all areas of our product while delivering insights and recommendations that result in measurable client value. This role encompasses elements of a product and use case evangelist, consultant, and project manager. With the support from a variety of teams at PathFactory, you will strive for the highest levels of customer retention and growth and help achieve our key business outcomes.

We’re looking for sharp marketing strategic minds with hands-on experience designing, running, and optimizing demand generation campaigns daily.

What is a typical day for Customer Success Managers?

  • Engage with customers to uncover their goals and to define clear, measurable business outcomes.
  • Build and maintain customer loyalty and advocacy by delivering insights and strategic recommendations, throughout the customer lifecycle, to proactively drive adoption of the PathFactory product in alignment with the customer’s marketing goals and current technology stack.
  • Proactively share use cases, case studies, best practices, and stories to inspire clients to become exceptional marketers and succeed in achieving their organizational goals.
  • Collaborate with Account Executives and other Customer Success Managers to retain and grow existing business, including managing renewal negotiations.
  • Participate in PathFactory Customer Marketing initiatives, such as the Success Series, to further engage and educate our customers.
  • Assist in resolving ongoing technical problems by collaborating closely with the Customer Support and Solutions Architect Team
  • Constantly seek opportunities for personal and team improvement, contributing to the enhancement of processes.
  • Collaborate with Product and Engineering teams to translate customer feedback into product requirements
  • Perform other duties as assigned.

What do we look for when hiring Customer Success Managers?

  • 3+ years of experience in Customer Success or Account Management, preferably in a SaaS B2B company
  • A strong understanding of marketing automation systems and vendors in the marketing technology space.
  • Proficiency in Salesforce and working knowledge of Marketing Automation Platforms (e.g. Eloqua, Marketo, Adobe Campaign, etc.). Familiarity with the digital marketing space and a passion for MarTech is beneficial, as that’s what we do!
  • Demonstrate a customer-centric approach with a dedication to ensuring customer satisfaction while representing PathFactory.
  • Proficient in translating customer needs into action, whether it involves developing marketing strategies, implementing campaign tactics, or leveraging insights from the data in their instance. We move at Intelligent Speed and your ability to demonstrate this is key to both your success and ours.
  • Highly receptive to coaching and eager to expand your market knowledge and develop your Customer Success skills. You are committed to learning our product and processes to excel in your role as an individual contributor.
  • Possess exceptional organizational abilities, adept at prioritizing tasks and managing time effectively. Your written and verbal communication skills are strong, enabling you to convey ideas clearly and professionally.
  • Excellent presentation and public speaking skills with an ability to present to a broad range of customers, including CEOs and other senior stakeholders.
  • Exhibit strong decision-making capabilities and a talent for solving complex situations
  • You have a self-starter mindset, thriving in an innovative environment and readily filling in gaps as necessary.

Excited about the prospect of this role but don’t meet all the requirements mentioned? Don’t hesitate to apply! We are eager to learn more about you and discover whether you could be a great fit at PathFactory.

Preferred Location:

This is a remote role in India, preferably in Chennai, Mumbai, Delhi, Hyderabad, or Bangalore. Flexibility for other locations will be considered.

Our Interview Process:

We know that looking for a new role can be both exciting and time-consuming, and we want to thank you in advance for taking the time to apply to PathFactory. To help you understand our interview process, please see the potential next steps below:

  • 30-minute (audio) screening call with HR to give you a better insight into the role and PathFactory as well as give us a chance to learn more about your unique experience and skill set.
  • 30-minute (video) interview with our hiring manager to discuss your experience in-depth and give you the chance to learn about the manager’s leadership style and the expectations of the role.
  • A take-home assignment for you to showcase your experience and problem-solving skills!
  • 60-minute (video) team interview! This will give you an opportunity to walk the team through your assignment as well as an exciting chance for you to meet with potential colleagues on the CX team.
  • 30-minute (video) interview with our Director, Customer Experience as a final step in the process to get to know our leadership and get a sense of the direction of our organization.

Interested? We’d love to hear from you

If you believe you have the right stuff, apply below. Attach your resume and a short cover letter telling us why you are the right person for this job! We are marketers, not HR people, so feel free to let a bit of your personality come through.

PathFactory is an equal opportunity employer.

It prohibits discrimination based on age, colour, disability, national origin, race, religion, sex, sexual orientation, and any other legally protected class in accordance with applicable federal, provincial, and local laws. PathFactory is committed to creating and maintaining an inclusive and accessible workplace. If you are contacted for an interview and require accommodation during the interviewing process, please let us know.

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Skills
  • Communication
  • Sales
  • CUSTOMER SERVICE

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