Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

A Sr. Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. They work closely with customers to ensure they are achieving their key business outcomes related to organic marketing by providing platform enablement and organic marketing strategic solutions. The CSM serves as the key partner helping customers achieve their strategic objectives and maximize value from their investment in Conductor, acting as the liaison between the customer and the Conductor team.

Responsibilities

Orchestrate the overall relationship with assigned customers, including helping them achieve organic marketing objectives, growing adoption, and ensuring retention.
Establish regular client meetings (Weekly, Monthly, Quarterly) to review executive dashboards and program status.
Act as a trusted strategic advisor to customers, driving continued value from Conductor's products and services.
Advocate for customer needs and concerns cross-departmentally, managing remediation processes and identifying risks to strategic objectives.
Collaborate with customers to develop Customer Success Strategy Plans, establishing critical goals.
Measure and monitor customer achievement of key performance indicators, reporting internally and externally.
Maintain current functional and technical knowledge of the Conductor platform.
Serve as the Conductor liaison for technical inquiries, issues, escalations, and product questions to increase platform adoption.
Provide expert deployment and operational best practices to train and enable users, supporting growth in user base and customer campaigns.
Offer insights on the availability and applicability of new products and features.
Assist customers in creating and setting up reporting dashboards to drive growth and value.
Act as the escalation point for issues related to client satisfaction and platform engagement.
Collaborate with internal Sales, Marketing, and R&D teams to ensure an optimal customer experience.
Create compelling reports and analyze data to tie SEO impact to business impact.
Drive engagement with executive sponsors to facilitate enablement and adoption across organizations.
Maintain thorough documentation in the Gainsight system regarding customer issues, proactive tasks, and account information.
Conduct business with integrity and align behavior with Conductor policies, procedures, and core competencies.

Requirements

Minimum of 8 years of relevant experience in Customer Success at a B2B SaaS company.
At least two years of prior experience managing a book of business and driving client success.
Prior experience partnering with customers on technology/software utilization.
Experience working with digital or organic marketing teams (SEO, content, web/IT, etc.) is highly preferred.
Knowledge of organic search and how SEO activities influence search engine ranking algorithms.
Strong analytical and problem-solving skills.
Strong customer service skills with proven ability to build and maintain relationships via zoom, telephone, and email.
Ability to understand customer needs and business objectives.
Ability to thrive in high-speed environments and view challenges as opportunities.
Proven ability to manage a portfolio of enterprise customers, driving renewals and identifying expansion opportunities.
Proven ability to manage projects to completion, multitask, and work within tight deadlines.
Ability to manage difficult conversations professionally and with a solutions-oriented approach.
4-year College degree preferred or equivalent work experience.
Ability to travel by plane, train, or car to customers.

Skills

Customer Success
B2B SaaS
Account Management
Client Relationship Management
Platform Enablement
Organic Marketing Strategy
SEO
Digital Marketing
Analytical Skills
Problem-Solving
Customer Service
Project Management
Gainsight
AI Literacy
AI Competency

Location

San Francisco

Work Type

Full-time

Experience Level

Senior
8+ years

Education Level

4-year College degree preferred or equivalent work experience

Salary/Compensations

$100,000 - $130,000 per year (base salary)
On-Target Earnings (OTE) range from $125,000 to $162,000 annually (including variable compensation)

Benefits

Variable bonus
Competitive, performance-based compensation programs

About the Company

The future of work is transformed at Conductor, and we weave AI into everything we do.
We prioritize hiring individuals who stay ahead of the curve, seeking 'AI leading' talent who are curious, adaptable, and skilled at utilizing AI to amplify their specific roles.
Every candidate’s journey includes a dedicated assessment of their AI literacy and competency by a specialized panel of experts.

Equal Opportunity

Conductor LLC is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
Bringing in diverse perspectives and challenging our assumptions is the clear key to growth; it drives innovation, creativity, faster problem-solving, and stronger decision making.
All aspects of employment including the decision to hire, promote, train, discipline, or discharge, will be based on merit, competence, performance, and business needs.
Conductor does not discriminate against any employee or applicant on the basis of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, or other characteristics protected by state or federal law or local ordinance.
In addition, it is the policy of Conductor to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works.