Customer Success Manager

What you'll do in your first 6 months:

• Manage new customer onboarding, ongoing customer syncs, and QBRs — including meeting scheduling, defining agenda items, preparing slide decks, outlining and managing follow-ups, and addressing data and other questions
• Act as the customer champion and trusted advisor — collecting and actioning feedback, de-escalating and resolving critical customer concerns, and ensuring the overall engagement and success of Recast users
• Develop, upkeep, and circulate documentation & FAQs to support customers’ common challenges and questions
• Work on strategic internal projects to improve the Recast Customer Experience (CX) (e.g. customer enablement programs)
• Build and execute account plans to mitigate risk and drive growth 3+ quarters out across your portfolio

This probably describes you:

• A strong attention to detail and ability to prioritize tasks and relationships for a portfolio of 10 - 20 customers
• Experience working in a Customer Success, Account Management, Client Services or other similar professional customer-centric role
• Experience working with marketing leaders on measuring marketing effectiveness (ideally in a consultative and/or agency environment) and an understanding of the goals, objectives, and pain points for marketers in the B2C space
• A mind for technology - we’ll teach you about media mix modeling, but our customers and product are inherently technical and you should have an aptitude and curiosity to learn about those concepts
• An entrepreneurial mindset - you often build entirely new process or practices to ensure we best serve this customer segment
• Team player and passion for collaboration