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Salary: GBP 56,320 - 84,480 / annual
Chartbeat Inc. is the parent company of Chartbeat, Tubular Labs, FatTail, and Lineup Systems, providing analytics and revenue solutions for media strategy. The company combines audience analytics with ad operations and monetization tools trusted by top media brands worldwide.
The Customer Success Manager will be responsible for managing and growing existing enterprise customer relationships within their assigned region and book of business. This role reports to the Manager, Customer Success and represents an exciting opportunity to drive net growth during a period of significant company expansion as Chartbeat and Tubular Labs teams integrate.
Key responsibilities include:
- Cultivating successful relationships with key stakeholders within customer organizations to ensure optimal product engagement and support
- Understanding technical needs and collaborating with internal teams to ensure optimal delivery of Chartbeat and Tubular Labs solutions
- Uncovering enterprise-level business goals and articulating how Chartbeat's product suite aligns with customer KPIs
- Identifying opportunities for product optimization and customization to suit individual customer needs
- Building and maintaining custom account plans in collaboration with internal teams
- Anticipating and negotiating annual renewals while assessing upsell potential to optimize customer output and engagement
- Demonstrating proficiency in presenting Chartbeat and Tubular Labs as the optimal long-term solution within the competitive landscape
- Proactively flagging at-risk accounts and working with management to retain accounts
- Engaging in consultative manner with key customer stakeholders to ensure customers achieve full value from their relationship with Chartbeat
- Demonstrating curiosity to uncover customer business challenges and exceeding customer expectations through proactive engagement and training
- Traveling as needed to represent Chartbeat at customer meetings and conferences worldwide
Requirements:
- Bachelor's degree and/or equivalent experience
- 3-5 years of B2B relationship management experience
- Experience working with and/or for media organizations (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 effectively handle numerous simultaneous priorities with stakeholders across all customer organization functions
- 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 (major plus)
- Experience working with customers in their region
- Demonstrated evidence of multinational experience; multilingual skills preferred including Spanish, French, Japanese, and German (plus)
