Senior Customer Success Manager
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Job Description
Senior Customer Success Manager at Guideline nurturing client relationships and maximizing value. Drive adoption, customer satisfaction, and engagement for leading enterprises' advertising solutions.
Responsibilities:
- Own the end-to-end customer relationship: Take ownership of the customer lifecycle, focusing on driving adoption and usage, product engagement, best practices and satisfaction of Guideline solutions.
- Account Management: Build and nurture strong, long-term relationships with customers, ensuring they maximize the value of our solutions.
- Alliance & Channel Partner Development: Develop and manage relationships with alliance and channel partners Support business development efforts working with leaders and senior individual performers. Serve as the primary relationship owner for these partners, ensuring mutual value and sustainable growth.
- Renewal and Expansion: Own the customer renewal process, proactively managing timelines, and engaging with customers throughout the year to ensure exceptional service and seamless contract renewals. Introduce new and existing products to benefit customers and grow accounts.
- Customer Retention: Drive customer satisfaction by regularly engaging with customers to understand their business goals and identifying opportunities for upselling or expanding service offerings.
- Success Planning: Develop and implement tailored success plans for each customer, aligning solutions with their evolving needs to increase the likelihood of renewal and long-term growth.
- Data-Driven Engagement: Track customer health metrics and usage patterns, and utilize this data to address risks or challenges that could impact renewal outcomes.
- Collaboration: Work closely with sales, product, and support teams to address any obstacles to renewal and ensure customers’ expectations are met or exceeded.
- Identify opportunities for product expansion: Work cross-functionally with product and sales teams to identify opportunities where alliance and channel partners can extend Guideline's value proposition — whether through data contributions that strengthen our platform or derivative products that serve our customers' evolving needs.
- Provide guidance on product functionality: Offer guidance on product functionality and workflows, based on the specific business needs and goals of each client. At the same time, understanding client needs and objectives and provide guidance on how to leverage guideline solutions (software) to achieve these goals.
- Conduct consultations, demos, trainings and QBRs: Engage clients in consultations, demos, trainings, and Quarterly Business Reviews (QBRs). Educate users on product features, utilization, and drive value realization.
- Stay abreast of product and market changes: Stay informed about product and market changes, ensuring clients are equipped to leverage new offerings effectively and stay ahead of industry trends.
Requirements:
- Minimum of 5-8 years of experience in a customer-facing role, preferably in B2B SaaS customer success, account management, or consulting.
- Track record of success managing alliance or channel partnerships strongly preferred.
- Prior experience in media, advertising, media intelligence, DaaS/SaaS, or ad measurement industries.
- Familiarity with how brands, agencies, or media owners evaluate and act on media intelligence data is a plus.
- A growth-oriented mindset
- Critical thinking and a solution-oriented mindset.
- Ability to identify - and act on - opportunities for improvement in process, product usage, customer engagement, cross functional collaboration, and comfort with technical solutions.
- Excellent written and verbal communication skills with a genuine desire to see clients succeed.
- Highly organized and responsive to customer needs and internal teams.
- Curiosity and eagerness to learn, explore, and teach others.
- Exceptional relationship-building skills with empathy for customer pain points and a dedication to resolving issues effectively.
- Demonstrated ability to manage competing priorities with a sense of urgency while maintaining professionalism and accuracy.
- Proficiency in Excel, PowerPoint, Salesforce; experience with Jira, Gong, Pendo, and advertising data or media intelligence platforms is preferred.
- Bachelor’s degree in communications, advertising, business, information technology, or related field preferred.
Benefits:
- Medical, Dental, Vision, Health Savings Account, Flexible Spending Account
- STD, Life, LTD and AD&D
- 401(k) with a company match program
- Unlimited Paid Time Off (PTO)
- Paid Parental Leave
- Commuter Benefits
- Employee Recognition Program
- Referral Bonus Program
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