Customer Success Manager (Remote)

Remote (US)

Full-time, Remote (US)

Hurry up! We’ve got a dream to build!

BlueConic is a fast-growing Boston-based SaaS startup in search of a unique individual who blends a consultant’s obsession with solving customer problems, with a digital marketing technologist’s skillset. If you love happy customers as much as you love data and development, you’re going to be a great Customer Success Manager. We need you to come help guide marketers on their customer data platform (CDP) journey, from delivering a successful and inspiring onboarding, all the way to managing ongoing, innovative success for our clients. 

The team you will join is changing marketing every single day – and we’ve got the data to prove it! In addition to leading the implementation of our platform, which features a one-of-a-kind data integration and collection engine, our Customer Success team drives value-focused utilization of our platform, as there are many ways to help our customers use first-party data to improve outcomes for their organization.

We’ve got a job for you.

You will lead a variety of projects and initiatives related to customer onboarding and platform utilization, all focused on data unification and activation use cases within BlueConic. You will collaborate with marketers to define and achieve business goals with BlueConic use cases that range from web and mobile to CRM, email, and beyond. You will support BlueConic users as they use our platform, and you will provide input to product management on features important to our customers. What will you NOT do? Drive upsells, renewals, or expansions.

In this role you will:

• Apply your deep understanding of customer business strategy and use cases to ensure alignment between customer objectives and BlueConic capabilities.
• Drive solution adoption by providing CDP practices, solution usage maturity benchmarks, diagnosing barriers to adoption, and helping the customer address those obstacles proactively.
• Solicit customer feedback on product features and capabilities.
• Provide ongoing use case support and key stakeholder engagement, including establishing recurring business reviews in conjunction with account management team.
• Identify risks to renewals with our customers on an ongoing basis develop success plans to mitigate escalations collaborate with internal teams to remediate customer concerns and managing escalations.
• Reliably manage multiple projects at once without falling behind or getting flustered.
• Build and sustain relationships with stakeholders and decision makers on assigned accounts.

 We are looking for someone with the following:

• At least 4-6 years working in a customer-facing role – with demonstrated experience proactively partnering with customers post-sale to support their value realization objectives.
• Demonstrated proficiency of the core CDP fundamentals across Listeners, Segments Connections, Dialogues, Lifecycles, Timeline (Events/Queries), Groups, AIWB and Profile Merging
• Keen understanding of how APIs can be used to send and retrieve information between solutions
• Proficiency with multiple marketing technologies, including hands-on experience working with customer data platforms, digital analytics, personalization or tag management, campaign management, data management platforms, and/or web-based technologies (e.g. CMS), and a demonstrated ability to adapt quickly to new software.
• Knows the foundational use cases for a vertical that are important for customers to be aware of
• Holistic thinker about the customer journey and understand the mechanics of building processes and workflows, and identifying tools for efficiency and scale.
• An outstanding communicator who listens intently, communicates clearly, and can tailor messaging to a variety of customer audiences and roles.
• Excellent project management capabilities with demonstrated experience leading projects, that are delivered on time and are fully aligned with desired outcomes and deliverables.

 You will stand out from the pack if:

• Your academic background includes a BS/MS in a technical discipline, including 2+ years of HTML/CSS/JavaScript that will enable you to review/troubleshoot certain code issues.
• Project management is one of your key skillsets, and whether at home or work, everyone looks to you to bring order to chaos.
• Passion, enthusiasm, and eagerness to learn quickly are your MO.
• You embrace collaborative working relationships across the organization and utilize every engagement as an opportunity to showcase your natural talents, while at the same time, furthering your learning and insights.
• You thrive in an environment that is continually developing and furthering scalable customer success processes and systems.
• Capable of facilitating customer interactions to understand their business goals

Reasons to join us:

• Help build the best marketing technology product ever, period.
• Take advantage of enormous opportunities for career advancement.
• Work with big name brands to achieve their marketing goals.
• Enjoy competitive salary & benefits and a flexible approach to work with the option of working in office, hybrid, or fully remote.
• Thrive in an inclusive, multi-cultural environment with a values-driven work culture that has been deliberately crafted from the beginning.

About BlueConic:

BlueConic is the market-leading customer data platform, which gives marketers the power to liberate their data and use it to improve marketing outcomes. Our clients use BlueConic to unify individual-level data and then use that single view across channels. Our SaaS platform is the solution for challenges marketers haven’t been able to solve for years. We’re headquartered in Boston and our development team works from the Netherlands. With more than 300 brands currently using the platform, our work is experienced by millions.

As a group, we are driven by “building the dream” - the collective passion, ethic, vision, and set of values channeled by a group to achieve a common goal of being extraordinary. Our goal is for BlueConic to be a fun, productive, welcoming, and safe space where BlueCrew members of all races, gender identities, gender expressions, sexual orientations, physical abilities, physical appearances, socioeconomic backgrounds, life experiences, nationalities, ages, religions, and beliefs are empowered to be able to make an outsized impact every day – for customers, for partners, for employees.

To join the BlueCrew is to:

• Enjoy hard work and seek out a challenge.
• Care deeply about your colleagues, the mission, and your results.
• Draw energy from the task at hand and radiate it to motivate the people around you.
• Have amazing ideas and be able to bring them to fruition.
• Prioritize hustle over title and results over resumes.
• Balance the pragmatic and systematic, repeatability and opportunism.
• Refuse to compromise on quality, honesty, or dedication.
• Insist on the highest caliber deliverables, especially when sharing externally, even when it seems excessive or nit-picky.