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Customer Success Manager

The Customer Success team here at Singular is the central touchpoint for our biggest and most advanced customers, orchestrating the post-sales customer lifecycle in partnership with Solutions Engineers, Account Executives and Singular's critical Operational departments highlighted by R&D, Product and Support.

You’ll be responsible for managing the customer relationship, coordinating internally with product, marketing, and other teams. You’ll drive product adoption and guide the customer to take full advantage of the Singular platform. Fundamentally, you as a CSM will ensure our largest most complex customers derive value from our platform, and ultimately renew and grow their relationship with us. We are looking for a Customer Success Manager who is passionate about customers and the ways in which they use data to drive results. 

As a Customer Success Manager supporting Strategic Accounts, you will have the opportunity to help some of the world’s most influential companies solve their toughest data problems. So if you get excited about things like defining a roadmap for success, you may be the Customer Success Manager we’re looking for!

What you’ll do

You’ll be the quarterback for a select portfolio of enterprise customers responsible for driving impactful outcomes and growth. You’ll act as the primary business point of contact for all of your clients and serve as a trusted consultant on their behalf. Someone who can truly drive transformation and create customers for life. A few of the key activities you’ll be responsible for are as follows:

  • Gain a deep understanding of the business needs of your clients and create tangible, long-term goals. A curious and challenging mindset will prove extremely valuable!

  • Develop and deliver a roadmap to success. Drive product adoption and ongoing usage of Singular, while promoting customer satisfaction and advocacy.

  • Manage the customer relationship, acting as trusted advisor to executive and senior leadership in Marketing, Engineering, Product, Business Analytics, and Finance

  • Partner with the Sales team to advance account renewals and expansion.

  • Lead the process for aligning the marketing executives you partner with on their goals, and plan & execute on a roadmap to help them reach their desired outcomes.

  • Making sure that some of our biggest and most sophisticated customers are being successful in achieving their marketing goals.

  • Proactively identify accounts risks and develop save plans (coordinating activities internally within Singular and external with customers) to resolve.

  • Analyze your portfolio, identify risks and opportunities to prioritize for maximum impact.

  • Communicate performance opportunities and technical overviews to coordinate solutions internally across marketing, product and support teams.

  • Become an expert on the Singular platform and integrations, while keeping up with industry trends in data and analytics.

  • And, of course, have fun with it all! It’s not worth doing if you don’t enjoy it. 

 

What you’ll need

  • Ideally 5+ years of experience in Management Consulting or Customer Success

  • Experience in working with complex technologies, several different stakeholders across different divisions

  • Strong leadership skills, Impressive executive presence and communication skills

  • Extremely data driven. This means you have the ability to understand data sets and leverage this data to drive customer outcomes and adoption

  • A proven track record in a consulting role and customer facing environment. Ability to leverage your business acumen to assess client needs and drive outcomes is critical to success in this role

  • Industry experience in the performance marketing ecosystem would be to your advantage but not mandatory. Extensive experience understanding, conceptualizing and communicating technical concepts is required

  • Working knowledge of marketing databases, APIs, and providing useful insights from large data sets is preferred

  • Expertise in leading meetings with strong presentation skills will play a big role in your success here at Singular

  • Excellent collaborator with the skills needed to engage across multiple teams to drive the outcomes needed to ensure success

As a proud equal opportunity employer, we're committed to hiring top talent regardless of race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We don't just accept difference - we celebrate you being who you are for the benefit of our employees, our products, and our community.As a proud equal opportunity employer, we're committed to hiring top talent regardless of race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We don't just accept difference - we celebrate you being who you are for the benefit of our employees, our products, and our community.

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What You Should Know About Customer Success Manager , Singular

Are you passionate about customer success and eager to make a real difference? At Singular, we’re on the lookout for a dynamic Customer Success Manager who will be the heartbeat of our Customer Success team. In this exciting role, you’ll be the main point of contact for our biggest and most advanced customers, ensuring they maximize their experience with our cutting-edge platform. Your day-to-day will involve collaborating closely with various teams including Solutions Engineers and Account Executives to orchestrate the post-sales experience. You’ll dig deep to understand your clients’ business needs, establish long-term goals, and create customized roadmaps for success. With a curious mindset and a knack for building relationships, you’ll drive adoption, uphold customer satisfaction, and proactively manage the success of high-profile accounts. This is a fantastic opportunity to engage with some of the world’s leading companies, guiding them through their toughest data challenges and ensuring they thrive with Singular. We believe that success should be enjoyable, so we encourage you to bring your enthusiasm to this role. If you have a proven track record in management consulting or customer success and possess strong leadership skills, we’d love to hear from you. Join us and make an impact at Singular, where your work will help create customers for life!

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

The Customer Success Manager at Singular plays a crucial role in managing relationships with our most advanced customers. This position involves driving product adoption, establishing long-term goals, coordinating with multiple internal teams, and acting as a trusted advisor to clients. The aim is to ensure customers fully leverage the Singular platform, achieving their marketing objectives effectively.

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What qualifications are needed for the Customer Success Manager position at Singular?

To excel as a Customer Success Manager at Singular, candidates typically need at least 5 years of experience in Management Consulting or Customer Success. Strong communication skills, a data-driven mindset, and expertise in engaging with various stakeholders are essential. Familiarity with marketing data and analytics would be beneficial, but not mandatory.

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How does the Customer Success Manager drive value for customers at Singular?

A Customer Success Manager at Singular drives value by understanding client business needs, creating tailored success roadmaps, and promoting the effective use of the platform. By proactively identifying risks and opportunities within accounts, they ensure clients remain satisfied and engaged, ultimately increasing retention and growth.

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How does collaboration work for a Customer Success Manager at Singular?

Collaboration is paramount for a Customer Success Manager at Singular. This role involves working closely with Sales, Marketing, Product, and Support teams to align on client goals, drive product adoption, and execute strategies that lead to successful outcomes for clients across various sectors.

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What makes Singular a great place for a Customer Success Manager to work?

Singular stands out as an engaging workplace for a Customer Success Manager due to its commitment to customer advocacy, innovation within the data analytics space, and fostering a collaborative team environment. The company culture encourages personal growth, making it a rewarding space to thrive in your career.

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Common Interview Questions for Customer Success Manager
Can you describe your experience in driving customer success?

In your response, focus on specific examples where you implemented strategies that led to improved customer retention or satisfaction. Highlight your approach to understanding customer needs and how you created and executed a roadmap for success.

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How do you handle difficult customer situations?

When discussing difficult situations, emphasize your problem-solving skills and ability to remain calm under pressure. Share a past experience where you effectively turned a challenging customer interaction into a positive outcome.

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What metrics do you consider most important in measuring customer success?

Discuss key performance indicators such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and product usage statistics. Explain how tracking these metrics shaped your strategies in previous roles.

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How do you promote product adoption among your clients?

Share your methods for engaging with clients and educating them on product features. Talk about your experience in developing training sessions or resources that facilitate product understanding and usage.

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What role does data play in your approach to customer success?

Emphasize the importance of data in guiding your strategies. Explain how you analyze customer usage data to identify trends, make informed recommendations, and drive customer outcomes.

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Describe a time when you exceeded a customer's expectations.

Share a specific example of how you went above and beyond for a client. Highlight any proactive measures you took that led to their enhanced success and how it strengthened your relationship.

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How do you prioritize and manage a portfolio of customers?

Discuss your approach to segmentation and prioritization based on business needs and potential for growth. Explain how you ensure each account receives the attention it needs while managing your time effectively.

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What is your experience with cross-departmental collaboration?

Share instances where you've worked closely with other departments, illustrating how this collaboration contributed to a customer’s success. Highlight your communication skills and ability to align different teams towards common goals.

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How do you stay updated with industry trends relevant to your customers?

Discuss your methods for continuous learning, such as attending industry conferences, engaging with professional networks, and keeping up with publications. Explain how this knowledge benefits your customers.

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Why do you want to work as a Customer Success Manager at Singular?

Reflect on Singular’s mission and values, discussing how they align with your own professional goals. Emphasize your passion for data-driven customer engagement and your desire to contribute positively to the company.

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Our mission is to empower businesses to drive growth with unified marketing data, intelligent insights, and automation. At Singular, our corporate mission is to offer employees a safe and compassionate professional environment that prioritizes t...

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Full-time, remote
DATE POSTED
March 11, 2025

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