Conductor is the worlds leading SEO platform, helping businesses accelerate organic traffic & revenue growth. Our technology helps marketers create powerful content to drive high-quality traffic & measure organic performance. We are a mission-driven company with a commitment to innovation, customer success, & culture.

For Conductor, success is improving the lives of all the people in our orbit; our customers, our customers' customers, our employee-owners, & our communities. Our Customer Success team is a key growth engine for Conductor. We have ambitious plans to deliver success for our customers & the company & need a dynamic, customer-oriented Associate Customer Success Manager to join our growing team.

Job Summary:

As a Customer Success Manager, you will have an important role to play in driving net retention, product adoption & customer health across a diverse book of business including brands, technology companies, destinations & more. You will leverage Customer Success Playbooks to support customers through key lifecycle stages (Onboarding, Adoption, Retention, Growth) & partner with an Account Manager to identify meaningful opportunities to grow existing accounts. Youll get to wear many hats as our CSM's are expert communicators, trainers, relationship managers & most importantly, true partners to our customers.

What Youll Do (Responsibilities):

• Run customer lifecycle education, training & enablement playbooks throughout the customer journey with a goal of increasing platform adoption & driving operational dependency on Conductors software
• Enable users to realize value from the platform with a focus on reporting, content enablement  & technical monitoring
• Cement yourself as a trusted/strategic advisor with customers & drive continued value  of our products/services as well as the value of SEO
• Translate & communicate insights from internal partners for the customer to drive action & achieve outcomes
• Work collaboratively with Account Team members & peers in sales, product, marketing, & others to ensure the best possible experience for our customers
• Serve as the internal champion of customer needs/issues & cross-departmentally program-manage customer concerns by communicating product feedback & proactively identifying risks
• Maintain a knowledge of the complete capabilities of Conductors products & of Conductors internal operational processes
• Ensure systems including Salesforce & Catalyst are up-to-date 

Qualifications

• Minimum 2 years of experience in Customer Success, Account Management or Professional Services working with Enterprise customers in the SaaS space
• A plus if you have experience with SEO platforms & initiatives with demonstrable understanding of SEO concepts
• Proven experience building & maintaining successful customer relationships with a focus on product adoption 
• Excellent written & verbal communication skills & the ability to communicate with clients in both technical & marketing roles
• Tech-savvy with the desire to learn about & evangelize the Conductor platform
• Strong team player also able to work independently & make sound decisions balancing the needs of Conductor & our customer
• Have an ear for discovery & a deep desire to understand the customers needs & business
• Intellectual curiosity & flexibility to adapt to shifting priorities
• Bachelors degree preferred or equivalent experience required

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

The NYC base salary range for this role is currently $53,00 - $85,000.  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 base/variable mix is 80/20.

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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.