Customer Success Manager

MessageGears is the first and only customer marketing platform that connects directly to our customer’s enterprise data warehouse. By combining the power and security of on-premises software with the efficiency and scalability of cloud delivery, we enable marketers to capitalize on every message opportunity. We’re disrupting an industry by providing a solution that gives marketers complete control over their multi-channel programs through advanced technology. Our product is solving marketing challenges for Enterprise customers that undoubtedly reach every candidate applying for this position.
We're looking for a Customer Success Manager to join our growing team. As a Customer Success Manager, you will be responsible for managing day-to-day interactions with customers, including being the primary point of contact for on-going projects or implementations, as well as cross-selling initiatives. This role helps understand, define, and outline customer requirements, as well as manage their expectations and timeliness. You’re most likely to be successful in this role if you have prior email industry experience, are a motivated self-starter, possess strong customer skills, and welcome new challenges.
Role
Serves as primary point of contact for day-to-day interactions with assigned customers, building long-lasting relationships through Trusted Advisor status
Addresses requests and needs, providing status updates and reporting in a timely and professional manner
Leads or assists with strategic cross-selling and up-selling initiatives
Supports Senior Director of Accounts with ongoing management of all account-related activities, including customer feedback, NPS, internal reporting, customer communications, compliance reporting, etc., and assists with QBR or onsite customer meetings
Assists with building and updating documentation and encourages others to support documentation efforts
Provides project management expertise for assigned projects including requirements gathering, milestone tracking and status reporting
Requirements
3-7 years of related experience in customer success or account management, ideally with focus on enterprise customers
Email Service Provider/Marketing Automation tool experience is strongly preferred
Knowledge of project management processes and deliverables: requirements gathering, timeline estimations, resource assignment, issue identification & escalation
Understanding of QA processes and customer approvals
Experience working with creative and technology team members and a thorough understanding of task management and deliverables
Solid organizational & problem-solving skills and ability to resolve issues in a proactive manner, utilizing effective written and verbal communication skills
Bachelor's degree in related field preferred
Benefits
Fun, fast-paced, professional, and collaborative environment in Midtown Atlanta
Hybrid remote / in-office work environment
Casual dress all-day, everyday
Generous PTO policy
Flexible hours
Health, dental, vision and life insurance (most plans 100% company paid!)
401k Plan
Paid covered parking spot or MARTA pass
Paid Parental Leave
Use of company’s 4 season tickets to the Atlanta Braves
Use of company’s 4 State Farm Arena Concert Club tickets + all you can eat & drink