Customer Success Manager
Freelance, Temporary
–
06/17/24
Customer Success Manager (Enterprise) – 1 Year Contract
Location: Remote
Job Description:
Tubular and Lineup have partnered with Chartbeat to help you grow reach and revenue for your content.
Chartbeat’s mission is to help content creators around the world better connect with their audiences.
In 2023, Chartbeat joined forces with Tubular, the leader in global social video intelligence and measurement, and Lineup Systems, the leading global provider of media sales technology. Together, we’re expanding the ecosystem of insights we provide to enterprise content creators who are developing audiences and revenue streams across channels. We now serve more than 1,000 brands globally, including The New York Times, the BBC, ESPN, Gannett, Vox, BuzzFeed, Paramount, WB, Mediahuis, Hearst, McClatchy, and GQ.
You’ll be joining a diverse group of focused, hard-working people who are passionate about doing work that’s challenging and fun-and who strive to maintain a healthy work/life balance.
The Customer Success Organization is looking for an exceptional individual for a one year contract who is ready to impress our rapidly growing worldwide customer list, with outstanding support and attention. This individual will anticipate their customers’ needs, questions, and pain-points before they happen, then arm them with the information and insights to achieve their goals. It is an exciting time to join Chartbeat, as we bring together the teams and customers of both Chartbeat and Tubular Labs – and the Enterprise Customer Success Manager will have the opportunity to deliver exceptional net growth of their book of business, with a high focus on cross-sell and upsell.
The Customer Success Manager will report into the Manager, Customer Success and is responsible for managing, developing, and growing existing Enterprise relationships in their region and assigned book of business. The Customer Success Manager will use systematic account management and forecasting to oversee a large base of customers to ensure timely account renewals, identify possible churns, provide product optimization, and ultimately own the net growth of their portfolio through strategic customer advocacy.
Essential Job Functions
Cultivate successful relationships with key stakeholders within customer organizations to ensure optimal engagement within the product and support
Understand the technical needs of each customer and collaborate with internal teams and external stakeholders to ensure the optimal delivery of Chartbeat and Tubular Labs solutions
Uncover each customer’s enterprise-level business goals and articulate how Chartbeat’s product suite is aligned to help exceed those KPIs
Identify opportunities for increased product optimization
Collaborate with internal teams to customize product offerings to suit individual customer needs as well as to build out and maintain custom account plans
Anticipate and negotiate annual renewals while continuously working with customers to assess upsell potential to optimize customer output and engagement
Deeply understand the competitive landscape and demonstrate proficiency in presenting Chartbeat and Tubular Labs as the optimal long-term solution
Proactively flag at-risk accounts and work closely with the Manager, Customer Success, Global Vice President of Customer Success and other internal stakeholders to retain accounts whenever possible
Identify critical opportunities for increased product optimization and engage in a consultative manner with key customer stakeholders to ensure customers get full value from their relationship with Chartbeat and our products
Demonstrate sincere curiosity to uncover and understand customer business challenges and a passion to exceed customer expectations via proactive engagement and trainings
Travel as needed to represent Chartbeat at customer meetings and conferences worldwide
Required Experience
Bachelor’s degree and/or equivalent experience
3-5 years of B2B relationship management experience
Experience working with and/or for media organizations a major plus
Demonstrated experience with consultative relationship building, objection-handling and customer-oriented demo skills, preferably in support of SAAS, cloud, media, marketing or web-analytics platforms
Recognized by key customers/stakeholders as a digital media and analytics expert who can leverage that knowledge into practical customer solutions
Ability to work independently and to effectively handle numerous and often simultaneous priorities with stakeholders across all functions of our customer organizations
Proven results consistently growing a portfolio of enterprise customer relationships
Strong sense of urgency and resiliency
Excellent written, persuasive speaking, demoing and contract negotiation skills
Demonstrated knowledge of CRM (Salesforce) activity, opportunity and pipeline management preferred
Familiarity with web/media publishing technologies and debugging tools is a major plus
Experience working with customers in their region
Demonstrated evidence of multinational experience; multilingual skills preferred including but not limited to Spanish, French, Japanese and German is a plus.
Education Requirements
Minimum level of formal education required: Bachelor’s degree and/or equivalent experience
Diversity, Equity, and Inclusion Statement
At Chartbeat we strive to create and continually grow as a company where all employees are able to be their authentic selves. We are committed to recruiting, hiring, and retaining employees from different backgrounds, viewpoints, and experiences. Our strength is our diversity and we are dedicated to continuously reflect upon, and evolve our efforts to maintain a diverse, equitable and inclusive ecosystem.
Equal Opportunity Employment Statement
Chartbeat is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.
Chartbeat’s CCPA disclosure notice can be found here.