Sr. Manager, Strategic Customer Success (West)
Attentive
Customer Service, Sales & Business Development
United States
Posted on Jun 22, 2024
At Attentive, we're revolutionizing the way businesses connect with their customers. Our AI-driven marketing platform infuses intelligence into every stage of the consumer journey, helping brands deliver hyper-personalized messages at scale. With a mobile-first approach, engaging two-way conversations, and enterprise-grade technology, we're driving billions in online revenue for leading brands worldwide, including CB2, Urban Outfitters, GUESS, Long John Silver’s, and Wyndham Resort. But we're not just about SMS and email—by expanding our AI capabilities to enhance multiple products and channels, our goal is to help make every interaction more meaningful. As a member of our team, you'll be at the forefront of this innovation, helping to shape the future of customer communication.
Attentive’s growth has been recognized by Deloitte’s Fast 500, Linkedin’s Top Startups and Forbes Cloud 100 all thanks to the hard work from our global employees!
Who we are
We are seeking a driven candidate to join our Customer Success organization as a Sr. Manager of our Strategic West Customer Success Team. In this role, you will manage and support a team of experienced CSMs and are responsible for a book of business representing our highest-value customer cohort (Success). You will work directly with your team on a daily basis to be strategic thought partners for their clients to deliver against their email & SMS marketing goals.
Your responsibilities will include leading a team accountable for three primary functions: (1) building and executing a world-class strategic customer success program; (2) utilizing a exceptional proactive CSM motion to drive revenue and retention attainment and portfolio growth, NDR; and (3) collaborating with Sales, Product, and Professional Service Teams to ensure an exceptional customer journey.
You will have the latitude and autonomy to develop deep relationships with top customer portfolios including facilitating and hosting client summits, events, and dinners. Customer on-sites are expected and travel may be required between one to three times a month.
Why Attentive needs you
- Establish, nurture, and lead a high-impact Customer Success team that operates with urgency, strategy, and delivers measurable results for our largest customers
- Execute a proactive CSM motion including regular QBRs, Annual Planning, Success Plans for Attentive’s Strategic Customer success team (Customer Success), with a focus on driving net dollar retention
- Analyze customer data and market trends to inform strategic decisions and enhance the customer experience
- Drive the adoption of performance marketing best practices within the team to enhance client outcomes
- Own outcome of renewals including pricing, packaging, value-selling, and commercial negotiation
- Actively support members of the Strategic CS team by providing feedback on calls and written communication, presenting and developing relationships with Customer Leadership, and addressing real-time inquiries
- Collaborate on identifying and executing strategies for team growth and development, emphasizing skill enhancement, performance improvement, and alignment with Attentive's business objectives
About you
- Minimum of 5 years of management experience in a high-growth software SaaS organization
- 8+ years of combined experience in sales, customer success, or renewal sales, with a preference for experience in the strategic customer success segment
- Possess deep knowledge of go-to-market strategies and strong process management skills
- Personable and enthusiastic about coaching and developing employees internally while fostering strong client relationships externally
- Committed to continuous learning and adept at receiving and implementing feedback
- Strong entrepreneurial mindset, self-motivated to work independently within tight timelines to achieve ambitious goals
- Exceptionally detail-oriented and organized
- Experience in recruiting, developing, and managing teams
You'll get competitive perks and benefits, from health & wellness to equity, to help you bring your best self to work.
For US based applicants:
- The US base salary range for this full-time position is $140,000 - $175,000 annually + bonus/commission + equity + benefits
- Our salary ranges are determined by role, level and location
#LI-AL1
Attentive Company Values
Default to Action - Move swiftly and with purpose
Be One Unstoppable Team - Rally as each other’s champions
Champion the Customer - Our success is defined by our customers' success
Act Like an Owner - Take responsibility for Attentive’s success
Learn more about AWAKE, Attentive’s collective of employee resource groups.
If you do not meet all the requirements listed here, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that closely matches your skills and experience.
At Attentive, we know that our Company's strength lies in the diversity of our employees. Attentive is an Equal Opportunity Employer and we welcome applicants from all backgrounds. Our policy is to provide equal employment opportunities for all employees, applicants and covered individuals regardless of protected characteristics. We prioritize and maintain a fair, inclusive and equitable workplace free from discrimination, harassment, and retaliation. Attentive is also committed to providing reasonable accommodations for candidates with disabilities. If you need any assistance or reasonable accommodations, please let your recruiter know.
