Customer Success Manager Full Time

Summary:

• Persado provides the only Motivation AI platform that generates personalized communications at scale, inspiring individuals to engage and act.
• Many of the world’s largest brands, including Ally Bank, Coach, Dropbox, Kate Spade, JP Morgan Chase, Marks & Spencer, and Verizon, rely on Persado to engage customers across their journey, from acquisition communications to online cart conversion.
• Persado has been recognized as the top leader for Generative AI Text Content Generation.
• The company is committed to creating an inclusive culture where everyone’s unique perspective is valued.
• Persado has been named on Fast Company’s World’s Most Innovative Companies list in 2020 and Built In’s Best Places To Work in 2021, 2022 & 2024.

Responsibilities:

• Drive customer engagement with and adoption of Persado, serving as a lead contact for Strategic accounts in the Financial Services and/or Fashion/Retail industry.
• Drive the strategic development and execution of an account plan with a results-oriented, methodical approach that moves customers along a maturity path and delivers to their quarterly, semi-annual, and annual objectives.
• Act as a trusted advisor to the executive sponsor’s team, and expert on Persado products and testing methodologies: educate and onboard customers, develop users and supporters, build a story of program success, and advocate for customer needs.
• Serve as point of escalation when customers are using our platforms and lead customer engagement including the following activities:
  • Collaborating with marketing Directors, managers, and their teams at your customer account to identify and plan testing opportunities.
  • Leading weekly or semi-monthly status calls and other ad hoc working sessions (planning, support, results review).
  • Contributing heavily to Quarterly Business Reviews and program governance meetings.
  • Being a primary owner of all daily communications with customers, including email or in-platform messaging, calls, virtual or in-person meetings as appropriate.
  • Identifying opportunities for process or product improvements to improve customer experience and outcomes.
• Use creative problem-solving to manage multiple workstreams simultaneously and deliver results in a fast-paced environment.
• Build a strong understanding of cross-channel digital marketing (email, web, search, social and other paid media, mobile, etc.).
• Travel to clients as needed (1-3 times per quarter on average).

Requirements:

• 6-8 years of relevant experience as a Customer Success Manager, Customer Program Manager, Account Manager, at a high-growth Enterprise SaaS company, or equivalent experience in digital agencies working with Enterprise customers.
• Consultative mindset in assessing business and strategic customer priorities.
• Able to deliver results in a demanding and fast-paced environment that sometimes requires creative problem-solving skills.
• Strong foundational understanding of the digital marketing ecosystem, including email marketing, display advertising, social, mobile commerce, etc.
• Analytical and data-driven mindset and makes decisions with data, including having a strong grasp of financial business value/ROI cases.
• Experience in leading any number of customer interactions including status calls, building program presentation decks, and key communications across several cross-functional groups.
• Good at managing multiple workstreams, including all aspects of customer engagements and communicating clearly the implications to key customer team stakeholders.
• A fast learner, eager to learn about new solutions, technologies, and processes.
• Solid analytical thinking and problem-solving capability.
• Collaborative team player with the ability to shift gears quickly and efficiently.
• Dependable, reliable with strong attention to detail.
• Self-driven, professional, and proactive to take ownership of projects.
• Strong communication skills, ability to own meetings and keep everyone on track.

Benefits:

• Persado’s hybrid working model empowers both remote and in-office work equitably.
• Competitive and equitable compensation with generous benefits packages globally.
• 401k matching (USA); Pension Scheme (Certain EU locations) to prepare for your future.
• Professional growth through dedicated enablement and training, as well as on-demand tools and resources.
• Employee Enrichment Fund to pursue a passion or upgrade your home office.
• Structured onboarding program to ensure a confident start and long-term success for new hires.
• Strong emphasis on career development and mobility, continuous feedback loops, and performance management.
• Flexible time off to support work-life harmony (including Summer Fridays and a one-week Winter Holiday Break).
• #PersadoCares: two paid Volunteer days per year and charitable donation match.
• Robust Diversity, Inclusion, and Belonging initiatives; culture month celebrations, monthly diverse speaker series, commitment to bias-free recruitment, ERGs (#culture, #mindsmatter, #parents, #women, #green, #pride – and more).
• Persado values diversity with respect to all aspects of employment.