Objective: The Scaled Customer Success Manager is primarily responsible for the 1:many digital engagement and overall strategy for our SMB/unmanaged customer base. Secondarily, this person will be responsible for a select group of mid-market accounts. They’ll focus on becoming a trusted advisor to both groups by leveraging 1:1 engagement and standard best practices to manage their portfolio. Utilization of email, text, in app notifications and more will be used to help foster usage and product adoption for the digitally led cohort of customers.

1: Many Digital Engagement

• Build and own the 1:many engagement strategy for our unmanaged customers. Utilize existing tools while identifying opportunities for improvement to effectively communicate with our customers.
  
  
• Partner with a cross functional leadership team to accelerate time to value for our customer base and improve the customer experience through new user journeys and more.
  
  
• Own the relationship and success of your portfolio. Developing strategic campaigns that align SMS/Voxie into customers’ omni-channel communication tools resulting in the retention and growth of customers.
  
  
• Continuously develop new campaign/content ideas matching the needs of customers and verticals/industries inside your portfolio.
  
  
• Help identify ways to measure the success of efforts and how our strategies are resonating within your portfolio.

Mid-Market Portfolio

• Develop a trusted advisor/consultative relationship with key stakeholders and executive sponsors to understand, document, and track their overall business strategy, how they measure success, and their desired outcomes with Voxie.
  
  
• Ensure customers derive value from their investments in Voxie, understand the impact we’ve made with their business, and they utilize the full breadth of solutions.
  
  
• Use data to monitor and identify adoption and utilization trends. Identify areas for improvement and action in the customer portfolio.
  
  
• Work with internal teams, but ultimately own business reviews, identifying and resolving renewal risk, expansion opportunities, and build strategies to drive further customer adoption.
  
  
• Monitor customer health, satisfaction, expansion opportunities, risks, and escalations to exceed net revenue retention targets.

What you bring to Voxie:

• Strategic mindset with experience in marketing technology, usage-based solutions, SMS for consumer communications, email marketing and digital marketing to act as a partner and guide for customers to scale and grow with Voxie.
  
  
• Experience working with the VP/C-Levels in leading B2C brands.
  
  
• A customer-first mindset with the energy and problem-solving skills to address challenges and help customers achieve their business objectives.
  
  
• Strong business acumen, history of success owning customer relationships and escalations.
  
  
• Experience in project or program management; able to track and manage the moving parts of multiple parallel projects.
  
  
• Ability to track and influence customer behavior & health metrics across a portfolio of accounts.
  
  
• Very analytical, detail oriented with a logical approach to problem solving and growing accounts through offering solutions to customer issues/problems.
  
  
• Strong presentation skills with multiple stakeholders.
  
  
• 2-3 years experience as a digital customer success manager and/or as an owner of a digital led strategy

Compensation: $80-90 base + benefits, bonus, equity