We are open to NYC based candidates that can work onsite Mon - Thurs OR candidates remote living in Los Angeles.
Conductor is a leading Website Optimization & Intelligence platform. Today’s top brands use Conductor to create and optimize digital experiences that get found organically in search engines and drive value for customers. The platform provides actionable SEO, content, and technical website intelligence paired with real-time website monitoring to help customers accelerate—and protect—digital growth.
Conductor is a mission-driven company with a commitment to innovation, customer success, and culture. For Conductor, success is improving the lives of all the people in our orbit—our customers, our customers' customers, our employee-owners, and our communities.
We're seeking a Sr. Customer Success Manager to enable our customers to use our organic marketing platform to achieve their goals. A Sr. Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are achieving their key business outcomes related to organic marketing by providing platform enablement and organic marketing strategic solutions.
The Sr. CSM is the key partner helping our customers achieve their strategic objectives and maximum value from their investment in Conductor. Additionally, the Sr. CSM serves as the liaison between the customer and the Conductor team, helping the customer coordinate cross-functional team initiatives that are required for successful organic marketing results. You will leverage Conductor’s best practices and successful customer stories to help our customers operationalize SEO across their organization and train and enable their users in the product.
A day in the life:
- Know and understand your customer’s primary objectives, and ensure they’re using the product effectively to achieve those goals
- Partner with your Account Manager counterpart to drive towards Conductor's benchmark goals for usage, renewals, and upsells.
- Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned client, to review executive dashboards, and program status.
- Cement yourself as a trusted/strategic advisor with customers and drive continued value of our products and services.
- Advocate customer needs/issues cross-departmentally and program-manage customer concerns through a well-defined remediation process through early identification of risks to achieving customers strategic objectives.
- Proactively identify and address any issues or challenges that may impact customer satisfaction or retention.
- Monitor account health metrics and proactively intervene to prevent churn.
Support Platform enablement through:
- Maintaining current functional and technical knowledge of the Conductor platform
- Act as the Conductor liaison for technical inquiries, issues or escalations and answering product questions to increase adoption of the platform.
- Assist and provide expert deployment, and operational standard methodologies to train and enable users in the product to support growth in user base and in customer campaigns.
- Provide insight with respect to the availability and applicability of new products and features.
- Help customers create and set up reporting dashboards to help drive growth and value for Conductor customers
- Serve as the escalation point for issues relating to client satisfaction & platform engagement.
- Work collaboratively across our Customer Success organization with internal teams in Sales, Marketing, and Research & Development to ensure the best possible experience for our customers.
- Help Customers create compelling reports and find "stories" in the data to tie SEO impact to business impact
- Drive engagement with executive sponsors to facilitate enablement and adoption across organizations.
- Maintain strong documentation within the Catalyst and/or Salesforce system related to customer issues, proactive tasks and general account information.
- Consistently ensures that business is conducted with integrity at all times and that behavior aligns with Conductor policies, procedures, and core competencies
Requirements:
- Minimum of 5 years of relevant experience working in Customer Success at a B2B SaaS company
- Experience working with digital or organic marketing teams including SEO, content, web/IT, etc. highly preferred
- Prior experience and knowledge of organic search and how SEO activities influence search engine ranking algorithms preferred.
- At least two years of prior experience managing a book of business and driving success with your clients
- Prior experience training customers on how to use technology/software
- Strong analytical and problem-solving skills with the ability to interpret data and derive actionable insights
- Strong customer service skills with proven ability to build and maintain relationships via zoom, telephone and email Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers at all levels across all mediums (phone, zoom, email).
- Have an ear for discovery and a deep desire to understand the customer’s needs and business.
- Thrive in high-speed environments and see challenges as opportunities for our customers.
- Be comfortable being responsible for the orchestration of a portfolio of enterprise customers with the goal of driving renewals to successful completion and identifying expansion opportunities.
- Have the proven ability to manage projects to successful completion, multi-task, and work within tight deadlines.
- Possesses the ability to manage tough conversations in a professional and solution-oriented manner
- Self-motivated with a strong sense of ownership and accountability.
- Experience working with CRM software (e.g., Salesforce) and customer success platforms is preferred.
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Compensation: Conductor maintains competitive, performance-based compensation programs.
The NYC/LA base salary range for this role is currently $67,500 - $98,000. Actual base salary offered may vary within this range based on education, knowledge, skills, abilities, relevant experience, internal equity, and geographic location, among other factors. The actual compensation, if offered a position, will be based on these factors.
Variable compensation: In addition to the base salary, this role is also eligible for a variable bonus based on attainment of quota and performance targets. The base/variable mix is 80/20.
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Conductor LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Bringing in diverse perspectives and challenging our assumptions is the clear key to growth; it drives innovation, creativity, faster problem-solving, and stronger decision making. All aspects of employment including the decision to hire, promote, train, discipline, or discharge, will be based on merit, competence, performance, and business needs.
Conductor does not discriminate against any employee or applicant on the basis of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, or other characteristics protected by state or federal law or local ordinance. In addition, it is the policy of Conductor to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works.
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