Strategic Customer Success Manager

On Site Full TimeBoston, MA, United StatesFunnel

We are expanding the Customer Success team and looking to add more Funnelers – join the ride!

As a Strategic Customer Success Manager at Funnel, you will own a portfolio of global enterprise-level customers and work closely with our Strategic Account Managers to build the customer stakeholder relationships needed to grow their investment in Funnel. If this sounds like something you enjoy doing, keep reading!

What you will do

To be successful as a Strategic Customer Success Manager at Funnel you need to understand your customers’ business, the value they expect from our tool, and the route to successfully creating a world-class business-ready data setup. You will develop and maintain a solid understanding of the Funnel platform and be heavily involved in the entire customer lifecycle.

Some of the day-to-day responsibilities include:

  • Develop and maintain a strong, productive relationship with Funnel’s highest value and largest potential customers in your book of business
  • Conduct regular quarterly business reviews or strategic business reviews to drive adoption and ongoing value together with the Strategic Account Manager
  • Use customer usage metrics to find opportunities to deepen Funnel’s footprint and impact with our customers
  • Advocate internally for your customers’ needs with Product and other stakeholders to ensure we’re working in the best interests of our customers
  • Serve as the customer’s trusted advisor and product expert, hosting training sessions as required to support ongoing customer education and new use cases for Funnel
  • Contribute to our team development by being a strong team player and sharing knowledge and best practices from your individual experiences

Who you are

  • Relationship builder – you have proven ability to establish credibility and positive working relationships with customers across seniority levels, seeking to understand their needs and working with them to realize product value, translating to account growth
  • Problem solver – you not only help to solve immediate problems but also strive to help the customer long-term, with clear explanations of recommended solutions
  • Strong communicator – you can create rapport with customers and colleagues quickly and can communicate objectives and needs clearly
  • Team player – you are a self-motivated, dedicated teammate with a growth mindset and collaborative work approach focused on team success
  • Strategic thinker – you understand the bigger picture as well as the details in an account and can identify what needs to be done to achieve the customer’s goals with Funnel
  • Effective time manager – you are comfortable with change and ambiguity and can switch contexts and restructure priorities with ease in a dynamic environment

Experience and skills:

  • At least 5 years of experience in a client-facing and relationship-building role such as Customer Success or Account Management
  • Analytical skills – you actively listen to internal and external stakeholders and feel comfortable digging deeper into data to generate answers and insights
  • Fluency in spoken and written English

Nice to have

  • Experience working with marketing data or other types of data such as CRM/ERP
  • Experience from working in a high-growth start-up/scale-up

Other information

Funnel is an EOE/Veterans/Disabled/LGBTQ employer

We uphold and promote a “people first” culture where we consider team achievements and mental well-being key measures of success. We continually celebrate the diverse community different individuals foster. Our inclusive culture inspires us to try new things, speak openly, and be bold. Our inclusive culture empowers all of us to connect, belong, and grow. As an equal opportunity employer, we stay true to our mission by welcoming the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, color, religion, disability, sexual orientation and beliefs.

Funnel is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please call857-663-0936 or send an e-mail to [email protected] and let us know the nature of your request and your contact information.

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