Customer Success Manager, Enterprise

As a Customer Success Manager at Attentive, you'll be responsible for managing relationships with our Enterprise clients. This means you'll consult with clients to develop their marketing strategies, track their success, and guide them in optimizing their SMS and email campaigns. Your goal is to ensure their satisfaction and retention while driving the growth of Attentive's services within their accounts.

Ideal candidates for the Customer Success Manager role at Attentive should have 3-5 years of experience in customer success or account management, preferably in a MarTech environment. A strong understanding of growth and retention techniques, as well as proficiency in using CRM tools like Salesforce, is essential to succeed in this role.

At Attentive, success for Customer Success Managers is measured by their ability to build strong relationships with clients, achieve renewal and growth targets, and deliver valuable insights that enhance the customer's experience. Key performance indicators may include customer satisfaction scores, retention rates, and the successful adoption of Attentive products.

Working as a Customer Success Manager at Attentive allows for many opportunities for career advancement. You’ll not only deepen your knowledge in the marketing tech space, but also develop skills in strategic consulting and relationship management. Strong performers may progress into senior roles or transition to other departments, such as Sales or Product Management.

Attentive fosters a supportive and collaborative culture for its Customer Success Managers. With a focus on teamwork, employees rally as one unstoppable team, supporting and promoting each other's successes while prioritizing customer satisfaction. Personal and professional growth is encouraged, creating an inclusive environment that values diverse perspectives.

As a Customer Success Manager at Attentive, you'll enjoy competitive benefits including health and wellness programs, equity options, and a supportive work-life balance. We believe in taking care of our team members so they can bring their best selves to work while also enjoying the perks that come with being part of a dynamic organization.

Attentive prioritizes enterprise-grade compliance and deliverability by utilizing advanced AI and real-time data analytics. Our dedicated Customer Success Managers play a crucial role in helping clients navigate compliance requirements while ensuring that their marketing efforts reach their intended audience effectively.

In answering this question, think of a specific instance where you successfully turned around a challenging customer relationship. Discuss the strategies you used to understand their concerns and how you identified solutions that aligned with their goals. Highlight the importance of empathy and communication in building trust.

To effectively answer this question, share examples of methods you've used to encourage clients to embrace new products or features. Focus on education, personalized demonstrations, and addressing any hesitations they may have. Illustrate with examples where you've successfully increased product adoption.

Discuss your organizational skills and the tools you use to keep track of multiple accounts. Explain how you assess and prioritize based on urgency, client needs, and business impact. You could mention CRM systems or project management tools that help you stay on track.

In your response, consider discussing metrics such as Net Promoter Score (NPS), customer retention rate, or upsell percentage. Explain why you believe this metric is important and how it reflects overall customer satisfaction and success.

When answering this question, detail the specific campaign objectives, how you executed it, and the measurable outcomes achieved. Discuss the strategies you implemented and any adjustments made along the way, emphasizing the success it brought for the client and the learnings you took from it.

Talk about the resources you utilize to keep yourself informed, such as webinars, industry publications, networking events, or relevant online communities. Emphasize your commitment to continuous learning and how this knowledge directly benefits your clients.

Explain the tactics you use to establish trust and rapport, such as active listening, showcasing empathy, and finding common ground. Offering personalized interactions can make a substantial difference; give examples of how you've successfully done this.

In your answer, acknowledge challenges such as changing client needs, tight timelines, or managing expectations. Discuss how you tackle these challenges with problem-solving skills and adaptability, providing examples of overcoming difficulties in past roles.

Address your approach in collaborating with teams like Sales or Product. Mention how you ensure clear communication, share relevant insights, and foster relationships across different departments to align everyone towards common client goals.

Articulate your passion for marketing technology and how it aligns with Attentive's mission. Highlight the attributes you admire about the company culture, products, and its commitment to client success, expressing your enthusiasm about contributing to its growth and innovation.