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Sr. Customer Success Manager

OfferFit is looking for a Sr. Customer Success Manager to ensure the success of its customers with the company's AI-powered marketing technologies.

Skills

  • Analytical skills
  • Project management
  • Customer relationship management
  • Presentation skills

Responsibilities

  • Support CS Director to build relationships across customer organizations
  • Work with implementation and data science teams to drive AI use cases
  • Collaborate with sales teams for renewals and upsells
  • Conduct analysis and provide data-driven presentations
  • Communicate customer needs to product & marketing teams

Education

  • Bachelor's degree in a relevant field
  • Preferred: Relevant certifications

Benefits

  • Generous PTO (25 days per year)
  • 100% remote work environment
  • Parental Leave (12 weeks paid)
  • Team gatherings and workshops
To read the complete job description, please click on the ‘Apply’ button
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CEO of OfferFit
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George Khachatryan
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Average salary estimate

$100000 / YEARLY (est.)
min
max
$80000K
$120000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Sr. Customer Success Manager, OfferFit

At OfferFit, we’re excited to welcome a Sr. Customer Success Manager to our innovative team! As a forward-thinking AI company founded by former McKinsey and BCG experts, we’re shaking up the lifecycle marketing landscape with our cutting-edge decisioning engine. This role is perfect for those who thrive on ensuring customer success and want to play an instrumental part in helping leading brands like Brinks Home, Yelp, Chime, Engie, and MetLife leverage the power of AI in their marketing strategies. As a Sr. Customer Success Manager, you'll be the driving force behind our customer relationships, working closely with various teams to ensure our clients extract maximum value from our product. You'll conduct insightful analyses and communicate compelling customer stories, helping us evolve and improve continuously. You’re not just influencing our clients; you’re also shaping our product roadmap through invaluable customer feedback. At OfferFit, we believe in empowering our team members with mentorship and a collaborative environment. Together, we can lead the charge in marketing technology transformation. Our work culture fosters personal growth, accountability, and strong connections, making it a great place to work. If you’re up for a challenge and ready to join a passionate team that genuinely cares about client success, we can’t wait to hear from you!

Frequently Asked Questions (FAQs) for Sr. Customer Success Manager Role at OfferFit
What are the main responsibilities of a Sr. Customer Success Manager at OfferFit?

The Sr. Customer Success Manager at OfferFit plays a pivotal role in nurturing customer relationships, driving renewals and upsells, and overseeing the execution of tailored use cases for our clients. You'll collaborate with various teams—both internally and externally—to ensure effective integration of our AI solutions and understand customer pain points, guiding them to maximize business value.

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What qualifications are needed to apply for the Sr. Customer Success Manager position at OfferFit?

To be a successful Sr. Customer Success Manager at OfferFit, candidates typically have experience in strategy consulting, data analysis, and strong communication skills. Familiarity with AI technologies, solutions, or data science is a plus. The role also demands a structured, organized approach and the ability to build meaningful relationships with clients.

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How does the Sr. Customer Success Manager contribute to OfferFit's product development?

As a Sr. Customer Success Manager at OfferFit, you will actively contribute to product development by acting as the voice of the customer. Your insights from client interactions and data analysis will directly inform the product roadmap, ensuring our solutions align with customer needs and market demands.

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What opportunities for personal development does OfferFit provide to its Customer Success Managers?

OfferFit is committed to the continuous growth of its team members. As a Sr. Customer Success Manager, you will benefit from mentorship from seasoned leaders from renowned companies, and participate in diverse development initiatives such as training sessions, workshops, and team-building events designed to enhance your skills and career trajectory.

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What is the work culture like for a Sr. Customer Success Manager at OfferFit?

The work culture at OfferFit for a Sr. Customer Success Manager is vibrant and supportive. We value teamwork, innovation, and personal well-being. With flexible remote work options, generous PTO, and engaging team events, you’ll find a community that celebrates achievements and fosters professional development in a balanced environment.

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Common Interview Questions for Sr. Customer Success Manager
Can you describe your experience managing customer relationships as a Sr. Customer Success Manager?

When answering this question, focus on specific examples of how you've built relationships with clients, navigated challenges, and successfully driven renewals or upsells. Emphasize your communication skills and any data-driven insights you've used to enhance customer experiences.

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How do you prioritize customer needs while balancing company objectives?

A great candidate would discuss the importance of understanding customer pain points and objectives, while also aligning those with the company’s goals. Share a strategy you’ve used to create win-win scenarios, showcasing your analytical skills to measure success for both parties.

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What strategies do you use to analyze customer data and present it effectively?

Share your process for collecting and analyzing customer data, whether through tools like Excel or SQL. Discuss how you translate complex data into digestible insights or presentations that resonate with customers while driving meaningful actions forward.

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Describe a challenging situation with a customer and how you resolved it.

Provide a detailed account of a specific challenge you faced and your step-by-step approach to resolving it. Highlight your problem-solving skills, empathy, and how you used feedback to strengthen the relationship.

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How do you stay updated on marketing technology trends relevant to your role?

Talk about the sources you rely on for industry news and trends, such as professional networks, webinars, or publications. Explain how you implement this knowledge to help clients leverage the latest technologies in their marketing efforts.

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How would you handle a situation where a customer is unhappy with the product?

Articulate the importance of listening first and understanding the issue. Discuss ways in which you would gather feedback, coordinate with internal teams for a solution, and maintain clear communication with the customer throughout the resolution process.

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What is your experience in upselling or cross-selling to clients?

Discuss your previous experiences with identifying upsell opportunities and how you approached them with existing clients. Share specific successes and any techniques you used, such as results-focused presentations demonstrating value.

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How do you measure the success of your customer success initiatives?

Talk about metrics you consider important, such as Customer Satisfaction Scores (CSAT) or Net Promoter Scores (NPS). Describe how you evaluate progress against these metrics and adjust strategies accordingly to drive continuous improvement.

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Can you give an example of how you've worked with internal teams to enhance customer experiences?

Share a specific instance where collaboration with other departments, such as sales or product development, improved customer outcomes. Highlight your teamwork skills and ability to communicate effectively across functions.

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Why do you want to work as a Sr. Customer Success Manager at OfferFit?

This is a chance to express your passion for AI and the marketing technology space. Discuss why the mission and values of OfferFit resonate with you, and how your skills align with the company’s objectives, which will reinforce your fit for the role.

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Inclusive & Diverse
Growth & Learning
Customer-Centric
Collaboration over Competition
Medical Insurance
Maternity Leave
Flex-Friendly
401K Matching

Purpose:Accelerate the creation of knowledge.Vision:Improve the human experience through automated experimentation.Mission:Empower business leaders to solve complex problems better and faster through automated experimentation.

49 jobs
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TEAM SIZE
SALARY RANGE
$80,000/yr - $120,000/yr
EMPLOYMENT TYPE
Full-time, remote
DATE POSTED
March 10, 2025

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