Customer Success Manager, Strategic (East)

About the Company

• Attentive is the AI-powered mobile marketing platform that changes how brands personalize consumer engagement.
• Attentive lets marketers create custom journeys for every subscriber, leading to higher recurring revenue and better campaign results.
• The platform uses real-time data from many channels and advanced AI to personalize content, tone, and timing for 1:1 messages that connect.
• Attentive has a top-rated customer success team recognized on G2.
• We partner with marketers to give strategic advice and adjust SMS and email campaigns.
• Trusted by major global brands like Neiman Marcus, Samsung, Wayfair, and Dyson.
• We support enterprise-grade compliance and deliverability, handling trillions of interactions across more than 70 industries.
• Attentive’s growth has been recognized by Deloitte’s Fast 500, LinkedIn’s Top Startups, and Forbes Cloud 100, thanks to our global employees.
• Learn more at www.attentive.com or follow us on LinkedIn, X (formerly Twitter), or Instagram.

Responsibilities

• Gain the trust of and build strong relationships with customers throughout the entire account lifecycle, including goal-setting, value delivery, account growth, new product adoption, and renewals.
• Work independently to give a "consultant" point of view in all customer interactions.
• Regularly lead and present at customer meetings, both in person and over video conference.
• Analyze customer usage to create accurate forecasts and have full visibility into the renewal pipeline.
• Identify, clearly report, and manage risk throughout the year using proactive check-ins, and take the lead in creating ways to fix issues.
• Lead discussions with customers to find out what new products they are interested in and what integrations they might need, and turn customer feedback into specific product needs.

What You’ll Accomplish

• Take ownership of relationships with strategic customers and manage programs in a consultative and data-driven way.
• Run programs and own the customer relationship regarding strategic goal alignment during setup and through every part of the customer lifecycle.
• Work closely with Sales, Technical Account Managers, and New Product Specialists to give maximum value to customers, while keeping and growing revenue for Attentive.
• Be responsible for accurate revenue and renewal forecasting.
• Design and set up strategic account plans.
• Identify chances to expand the customer's use of Attentive products to meet their goals.
• Have the freedom and authority to manage the technical and strategic parts of your customer relationship.
• Be trusted to represent Attentive at in-person meetings, events, and social gatherings.

Your Expertise

• 4 or more years of Customer Success experience is required.
• Experience at a marketing technology company is strongly preferred.
• Strong understanding of growth and retention methods and strategies.
• Previous experience working closely with engineering and product teams to define needs and set up solutions.
• Comfortable learning new software (for design, data management, and internal tools).
• Experience managing complex work processes, tight deadlines, and changing teams.
• Extremely detail-oriented and organized.
• Experience with Salesforce or related CRM tools, and Customer Service Software like Catalyst or related tools.
• Interest in software and starting new businesses.
• Located in CST or EST.

Preferred Qualifications (Nice to Have)

• Attentive Company Values:
  • Default to Action - Move quickly and with purpose.
  • Be One Unstoppable Team - Support each other as champions.
  • Champion the Customer - Our success is defined by our customers' success.
  • Act Like an Owner - Take responsibility for Attentive’s success.
• Learn more about AWAKE, Attentive’s employee resource groups.

Salary

• For US based applicants: The US base salary range for this full-time position is $85,000 to $125,000 plus bonus/commission plus equity plus benefits.
• Equity is a large part of the total pay package.
• Salary ranges are set by role, level, and location.

Benefits

• Competitive perks and benefits, from health and wellness to equity, to help you bring your best self to work.

How to Apply

• If you do not meet all the listed requirements, we still encourage you to apply.
• Attentive is an Equal Opportunity Employer and welcomes applicants from all backgrounds.
• We provide equal employment opportunities for all employees, applicants, and covered individuals regardless of protected characteristics.
• We keep a fair, inclusive, and equitable workplace free from discrimination, harassment, and retaliation.
• Attentive is committed to providing reasonable help for candidates with disabilities. If you need any help or reasonable accommodations, please tell your recruiter.

Category

Customer Service