Customer Success Manager, Enterprise (East)

Attentive® is the AI-powered SMS and email marketing platform that delivers unparalleled messaging performance on the channels that matter most. Infusing intelligence at every stage of the consumer's purchasing journey, Attentive empowers businesses to achieve hyper-personalized communication with their customers on a large scale. Leveraging AI-powered tools, a mobile-first approach, two-way conversations, and enterprise-grade technology, Attentive drives billions in online revenue for brands around the globe. Trusted by over 8,000 leading brands such as CB2, Urban Outfitters, GUESS, Dickey’s Barbeque Pit, and Wyndham Resort, Attentive is the go-to solution for delivering powerful commerce experiences for consumers with the brands they love.

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 looking for an experienced customer success person to join our team as a Customer Success Manager on the Enterprise Team. You will take ownership of relationships with our Enterprise clients and lead their program strategy in a consultative and data-driven fashion. Your core responsibility will be working with customers as a trusted consultant and to own customer relationships completely - advising on marketing strategy, best practices and feature functionality. You will work in close coordination with Sales, Solutions Architects, and New Product Specialists to provide maximum value for your clients, while retaining and growing revenue for Attentive. You will be responsible for accurate revenue and renewal forecasting, understanding customers goals and implementing tailored success plans, driving executive level relationships, and identifying opportunities to expand the clients suite of Attentive products to satisfy their goals. 

• Gain the confidence of and cement relationships with clients throughout the entire lifecycle of the account including: goal-setting, value delivery, account growth, new product adoption, and renewals
• Work independently to deliver a “consultant” perspective in all client interactions - creating customized success plans based on customers goals and challenges
• Develop and maintain a deep understanding of our products and the broader marketing landscape - staying up to date on industry trends and best practices
• Regularly lead and present at client meetings, both in-person and over video conference
• Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies
• Lead discussions with clients to probe what new products they are interested in and what integrations they might need, and translate customer feedback into specific product requirements
• Contribute to the continued development and improvement of the Attentive Customer experience

• 3-5 years of CS or Account Management experience required (ideally from a MarTech company with SMS and/or email experience)
• Strong understanding of growth and retention techniques and strategies
• Demonstrate success in managing complex customer relationships, driving customer retention and expansion
• Solutions-oriented mindset with excellent problem solving and analytical skills 
• Experience navigating complex work processes, tight timelines, and changing teams
• Extremely detail oriented and organized - excellent communication skills and the ability to build trust, strong relationships and influence across an organization 
• Experience in Salesforce or related CRM tools, and Customer Service Software like Catalyst or related tools 
• Comfortable learning new software (for design, data management, and internal tools)

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 $76,000 - $100,000 annually + bonus/commission + equity + benefits

- Our salary ranges are determined by role, level and location

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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.