Customer Success Manager

• 5000 - 6000 USD per Month
• Full Time
• Posted : 2 months ago

AnyRoad is the leader in experiential marketing software. We were founded on the belief that real-life, in-person experiences offer brands invaluable opportunities to build long-lasting relationships with their consumers, ultimately creating a community of brand advocates and accelerating revenue growth.

AnyRoad offers the only unified platform for experiential marketing that effectively connects back-end processes like booking, ticketing, payments, and more, with first-party data capture, consumer feedback, and analytics. Armed with our platform, leading brands across various industries are able to streamline and scale their event operations, drive continuous improvements in their strategy with actionable insights, and increase the return on investment from every experience.

About the Role

This is a great opportunity for someone to evolve and help set the strategy for our Customer Success team at AnyRoad. As a team, we not only celebrate the big wins but every small step in the right direction, we experiment, we fail and learn together, we share tips and tricks to grow together, we read books, carve out time to attend webinars, we put our brains together to workshop solutions and evolve, we challenge the status quo often and innovate always!

We are humans first, and employees next - we recently celebrated a team member's proposal to their partner, we mourned the loss of a family member, we are excited when our team members travel & we eagerly wait for pictures to be shared! This is what makes us a team!

What You'll Do:

• Manage a diverse portfolio of customer accounts starting at $1M+ in ARR
• Should be able to effectively scale & manage accounts anywhere between $2.5M - $3M ARR, of various segments & maturity
• Must be comfortable working in a multi-use case business environment, with evolving products
• Proactively build and leverage interpersonal relationships to drive growth for AnyRoad and our customers
• Develop success plans to align on customer KPIs, and provide actionable recommendations that empower customers to achieve their desired outcomes with AnyRoad
• Drive product adoption by surfacing relevant solutions that showcase a strong knowledge of customers’ business objectives
• Compile and qualify customer feedback and feature requests, and partner with the Product team to inform the Product Roadmap
• Analyze customer data and develop impactful insights reports to improve and evolve our customers’ experiential marketing strategies
• Drive retention and organic growth of your customer portfolio. Successfully predict and alert high value renewals at risk and drive high quality renewal processes at scale
• Work closely with the sales team counterpart (AE) to identify & close white spaces within accounts
• Join a tight-knit team of CSMs who value transparency, camaraderie and collaboration
• Partner with our Customer Experience team to drive operational efficiencies for AnyRoad customers
• Collaborate with approachable, intelligent, data-driven cross-functional teams who share a ONE-TEAM vision of success

What You'll Bring:

• 6-8+ years of experience succeeding in a client-facing role in B2B SaaS (Customer Success, Account Management, Account Executive)
• 4-6+ years in tech or SaaS/Management in a startup environment
• Exceptional verbal and written communication capabilities
• Exceptional presentation skills
• Effective problem-solving capabilities
• Effective time management skills
• Solid foundation to work hands-on with technology and demonstrate our product, as well as understand and communicate business objectives
• Ability to adjust approach and communication style based on personalities and goals of customers/stakeholders
• Ability to present value based messaging effectively and build trust with key stakeholders across personas

The Ideal Candidate:

• Experience working with hardwares (that integrate with the software)
• Experience with Gainsight, Sigma, Salesforce
• An expert in a particular industry: CPG, Automotive, Retail
• Event management software experience
• Self-Starter - You don’t have to be told what to do; You take the initiative, prioritize & roll with it
• Curious and creative - You ask questions, seek to understand, and create solutions
• An expert communicator -You’re empathetic, enjoy building connections, and crave storytelling (especially using data!)
• Organized and attentive to detail - Your inbox is a sanctuary, and you take great care in delivering high-quality work
• Analytical and driven - You love analyzing information and trying out new formulas to make smart recommendations and learn quickly

Skills

• Account Management
• Business-to-Business (B2B)
• Communication