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Conductor // content marketing platform
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Summary:

Are you ready to take the next step in your career? Come join us here at Conductor! Conductor is a technology company with a passion for helping you help your customers. Marketers use our software & services to create & optimize valuable content so that it gets found, answers questions, & solves problems for real people.

Its an exciting time to join Conductor as we recently raised $150 million at a $525 million valuation to build out our technology & acquired ContentKing - the worlds first real-time website auditing & monitoring platform.

As a Manager of Customer Success, youll be a part of the fastest growing organization within Conductor, assisting our customers with leveraging our technology to help improve their organic visibility & strategic initiatives. In this role, you will be a trusted advisor, managing a team of Customer Success Managers, supporting them in driving customer strategy to ensure measurable customer adoption & retention.  

 

Duties/Responsibilities: 

  • Manage & coach a team of Customer Success Managers supporting them in reaching health, renewal & growth targets with assigned customers.  
  • Focus on continuous improvement & Identify opportunities & make recommendations to improve efficiency & performance across your team & the CS department as a whole.  
  • Hold weekly 1:1s with direct reports to support career growth, skill development & necessary escalations.  
  • Monitor & drive targeted team metrics such as health scores, attainment, net retention & capacity. 
  • Identify & support at-risk customers through CSM support, direct customer interaction & pulling cross team support when necessary.  
  • In addition to manager responsibilities the Manager of Customer Success will hold a limited book of business & directly support those customers.  
  • Support efforts to identify team education gaps & partner with Talent Development team to build training curriculum or learning aids. 
  • Act as a point of escalation for team members with customer challenges. 
  • Provide on-going input to improve our Customer Success teams' processes & operations. 
  • Maintain up to date Conductor platform expertise & ensure teams expertise in Platform knowledge 
  • Conduct business with integrity consistent with Conductors values, policies, & procedures. 

 Required Skills/Abilities:  

  • Minimum of 3 years of experience in a SaaS customer success or account management role with a strong track record of high performance. 
  • Prior experience mentoring, on-boarding others and/or with leading projects preferable 
  • Proven to be a product knowledge expert 
  • Demonstrated ability to coach team to drive performance & development 
  • Strong knowledge of organic search & how SEO activities influence search engine ranking algorithms 
  • Demonstrated ability to gather information, prioritize initiatives, & achieve results on time 
  • Strong project management skills & the ability to assess urgency & set priorities is essential. 
  • Passionate about problem solving, relationship building & creating customer loyalty. 
  • Exceptional written & verbal communication & interpersonal skills. 
  • Prior experience managing a book of business & driving Enterprise customer outcomes. 
  • Ability to effectively overcome customer concerns & create a win-win outcome. 
  • Experience working with digital or organic marketing teams including SEO, content, web/IT, etc. highly preferred 
  • Strong customer service skills with proven ability to build & maintain relationships via zoom, telephone & email 
  • Have an ear for discovery & a deep desire to understand the customers needs & business. 
  • Have the proven ability to manage projects to successful completion, multi-task, & work within tight deadlines. 
  • Possesses the ability to manage tough conversations in a professional & solution-oriented manner. 
  • Ability to build trust & rapport with customer success managers 
  • Ability to challenge team members & be challenged to achieve team goals 
  • Proactive interest to increase customer satisfaction & deepen customer relationships 

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Compensation: Conductor maintains competitive, performance-based compensation programs. 

The base salary range for this role is currently $76,000 - $126,700.  

Actual base salary offered may vary within this range based on  education, knowledge, skills, abilities, relevant experience, internal equity, & geographic location, among other factors. The actual compensation, if offered a position, will be based on these factors.

Variable compensation: In addition to the base salary, this role is also eligible for a variable bonus based on attainment of quota & performance targets.  The target mix is 80/20

Benefits: Conductor offers the following attractive benefits & perks including: 100% covered employee medical plan, a dental & vision plans, 401(k) with employer contribution, an unlimited vacation policy, 10 sick days,  short-term disability, long-term disability, generous paid parental leave, Employee assistance program, flexible savings accounts, paid holidays, life & accidental death insurance, & a host of perks (YOLO Months, internet/cell phone allowance, fully stacked kitchens, one-time home office stipend at hire, etc.).

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Conductor is an equal opportunity employer. We celebrate diversity & are committed to creating an inclusive environment for all employees. Bringing in diverse perspectives & challenging our assumptions is the clear key to growth; it drives innovation, creativity, faster problem-solving, & stronger decision making. All aspects of employment including the decision to hire, promote, train, discipline, or discharge, will be based on merit, competence, performance, & 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, & 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 & ordinances where a particular employee works.

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Disclosure: Conductor cares about your privacy. We are committed to maintaining your trust by protecting & processing your Personal Information that you provide to us in accordance with Greenhouse's Privacy Policy. Please take a moment to review before submitting your application.

 
 
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