app jobs sales-marketing companies i idio customer success manager

Customer Success Manager


Idio exists to power awesome relationships between global businesses and their customers. Our clients love us because we help them uncover the interests of their customers, and deliver personalized content for each person across every digital channel. This is all done by our industry-leading AI, meaning the customer gets a better experience, and our clients get to save loads of time. We work directly with leading marketers at companies like Citi, Fitch Group and Pure Storage.

We’re a top-tier VC funded startup with offices in New York and London; building a team in San Francisco and having remote team members scattered around the globe. Despite the spread, we’re a small, dedicated team working with the biggest brands in the industry. We succeed because we’ve hired a super smart team that work together.

We’re looking for CSM’s who want to be part of a commercially strategic part of the business, working with clients to help them achieve their business goals. Customer Success at Idio work alongside their peers in Sales and Solutions to make sure we deliver Customer value and develop accounts over time.

Customer Success at Idio is not a sales or account management role – we’re focused on making sure that the organization has a clear understanding of what the Customer is looking to achieve, a plan in place to meet those objectives and that we’re continually delivering value.

The very nature of the Idio product means you’ll be working alongside some of the largest and most forward-thinking Marketing teams in the world.

As a growing Customer Success team you’ll also have the opportunity to input to our processes and approaches as we continue to shape the right model for our Customers.

What you'll be doing:
  • Understanding, defining, agreeing and communicating customer’s business objectives
  • Planning how we can meet those objectives working alongside our Solution team partners
  • Making sure we’re delivering value at all levels of the Customer organization
  • Provide proactive support to customers to ensure a positive customer experience and to expedite time to value.
  • Making sure Customers are ready to renew and running the renewal process
  • Identifying risks and putting in place the plans and resources required to mitigate them
  • Building, strong, rewarding relationships with colleagues in Sales, Solutions, Product and Marketing
Requirements

Education and background
  • Bachelor’s degree required / MBA preferred
  • You’ve built strong, trusted relationships with your customers
  • You have been working in customer success for two to four years
  • You’re used to carrying a renewal number
  • The following are advantageous:
    • You’re currently working with Fortune 500 B2B Tech customers is an advantage
    • You’re working with marketing teams today
    • You are/have worked with Personalization technologies is an advantage
    • You have Project management experience/qualifications
    • You have experience working client side or in an agency as a marketer
Your skills
  • Ability to communicate effectively at all levels – including with senior management
  • Ability to identify and distill objectives with a customer
  • Ability to work within a fast-paced and dynamic environment
  • Ability to multitask
  • Proven customer service skills
  • Demonstrated strong communication skills including proficiency with Microsoft
  • Ability to manage and coordinate escalations
Soft skills
  • Collaborative approach to problem solving
  • Customer-centric orientation
  • Able to prioritize
  • Desire to design and improve processes
  • Comfortable working with tight deadlines
Benefits
  • Highly competitive base salary plus share options in fast growing start-up, providing substantial upside in next 2-3 years
  • A share in the growth of your accounts as well as renewal based bonus structure
  • Dedicated training budget
  • Generous vacation package
  • Really fast paced, collaborative and fun culture
  • Regular team networking and social events
  • Really smart and genuinely friendly colleagues
  • Free Friday team lunch and great office coffee


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