Customer Success Manager

Salary Range: $100,000.00 - $130,000.00 per year base salary (which is dependent on a variety of factors including relevant experience, geographic location, business needs, and market demand).

Who We Are:

Persado provides the only Motivation AI platform that generates personalized communications at scale, inspiring each individual to engage and act. Many of the world’s largest brands, including Ally Bank, Coach, Dropbox, Kate Spade, JP Morgan Chase, Marks & Spencer, and Verizon, rely on Persado to engage customers across their journey, from acquisition communications to online cart conversion. Persado’s Generative AI for the enterprise is trained on more than 100 billion digital business language impressions across industries, enabling marketers to motivate customers and drive significant business value. Persado has been recognized by CB Insights as the top Leader for Generative AI Text Content Generation.

As an employer, Persado is committed to creating a place where everyone’s unique perspective is valued. We understand that our team members and our inclusive culture are what make Persado special. Persado is proud to be named on Fast Company’s World’s Most Innovative Companies list in 2020 and Built In’s Best Places To Work in 2021, 2022 & 2024.

What We Are Looking For:

As a Customer Success Manager, you will be responsible for partnering with both internal teams and customers to drive value through adoption of Persado’s platform. You will collaborate with customers daily to build relationships, establish success metrics & track results, drive utilization, bring awareness of all available Persado solutions, and uncover growth opportunities.

What You Will Work On:

• Drive customer engagement with and adoption of Persado, serving as a lead contact for Strategic accounts in the Financial Services and/or Fashion/Retail industry.
• Drive the strategic development and execution of an account plan with a results-oriented, methodical approach that moves customers along a maturity path and delivers to their quarterly, semi-annual and annual objectives
• Act as a trusted advisor to the executive sponsor’s team, and expert on Persado products and testing methodologies: educate and onboard customers, develop users and supporters, build a story of program success, and advocate for customer needs
• Serve as point of escalation when customers are using our platforms and lead customer engagement including the following activities:
• Collaborating with marketing Directors, managers, and their teams at your customer account to identify and plan testing opportunities 
• Leading weekly or semi-monthly status calls and other ad hoc working sessions (planning, support, results review).  Contributing heavily to Quarterly Business Reviews and program governance meetings
• Being a primary owner of all daily communications with customers, including email or in-platform messaging, calls, virtual or in-person meetings as appropriate
• Identifying opportunities for process or product improvements to improve customer experience and outcomes
• Use creative problem-solving to manage multiple workstreams simultaneously and deliver results in a fast-paced environment.  
• Build a strong understanding of cross-channel digital marketing (email, web, search, social and other paid media, mobile, etc.)
• Travel to clients as needed (1-3 times per quarter on average)

What You Bring: 

• 6-8 years of relevant experience as a Customer Success Manager, Customer Program Manager, Account Manager, at a high growth Enterprise SaaS company, or equivalent experience in digital agencies working with Enterprise customers. 
• Consultative mindset in assessing business and strategic customer priorities
• Able to deliver results in a demanding and fast-paced environment that sometimes requires creative problem-solving skills
• Strong foundational understanding of the digital marketing ecosystem, including email marketing, display advertising, social, mobile commerce, etc. 
• Analytical and data-driven mindset and makes decisions with data including having a strong grasp of financial business value / ROI cases 
• Experience in leading any number of customer interactions including status calls, building program presentation decks, and key communications across several cross-functional groups 
• Good at managing multiple work streams including all aspects of customer engagements and communicating clearly the implications to key customer team stakeholders
• A fast learner, eager to learn about new solutions, technologies and processes
• Solid analytical thinking and problem solving capability
• Collaborative team player with the ability to shift gears quickly and efficiently
• Dependable, reliable with strong attention to detail
• Self-driven, professional, and proactive to take ownership of projects
• Strong communication skills, ability to own meetings and keep everyone on track

What We Offer:

Achieve your life goals and work goals at Persado!

• Persado’s hybrid working model empowers both remote and in-office work equitably.
• Competitive and equitable compensation with generous benefits packages globally.
• 401k matching (USA); Pension Scheme (Certain EU locations) to prepare for your future.
• We encourage professional growth through our dedicated enablement and training, as well as on demand tools and resources.
• Employee Enrichment Fund to pursue a passion or upgrade your home office.
• Structured onboarding program to ensure a confident start and long-term success for new hires.
• Strong emphasis on career development and mobility, continuous feedback loops and performance management.
• Flexible time off to support work-life harmony (including Summer Fridays and a one week Winter Holiday Break).
• #PersadoCares: two paid Volunteer days per year and charitable donation match.
• Robust Diversity, Inclusion and Belonging initiatives; culture month celebrations, monthly diverse speaker series, commitment to bias-free recruitment, ERGs (#culture, #mindsmatter, #parents, #women, #green, #pride - and more).

Valuing diversity at Persado means recognizing and respecting human differences and similarities. Persado is committed to diversity with respect to all aspects of employment. All decisions regarding recruitment, hiring, promotion, compensation, employee training and development, and all other terms and conditions of employment, will be made without regard to race, religious beliefs, color, gender identity, sexual orientation, marital status, physical and mental disability, age, ancestry or place of origin.

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