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Beeswax // tech buying platform for digital media
 
New York City    Posted: Friday, December 13, 2019
 
   
 
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JOB DETAILS
 

At Beeswax, we make great advertising software. Beeswax created the Bidder-as-a-Service concept because we believe that every advertiser should have power, flexibility, & transparency when buying advertising programmatically. We were recently recognized as #46 on the 5000 list of Fastest Growing Companies in America, & #5 among all software companies. We were also #12 on Crains Best Places to Work in NYC as well as part of BuiltIn NYCs Best Small Companies to Work for. So come join the team & help us take our customers into the next generation of Real-Time Bidding!

Beeswax is looking for a Manager of Customer Success who will be responsible for ensuring our customers--both marketer & media firms--achieve success on our platform. The Customer Success team owns all retention, adoption, satisfaction, & advocacy efforts. You will manage a team of 5+ customer success managers in North America who are platform experts & customer strategists. You will also be directly responsible for a few of our most important accounts. You & your team will work closely with our sales team to identify new opportunities for growth with existing customers while contributing to the design & owning the execution of strategic account plans. You will create repeatable, effective processes & playbooks to allow your team to thrive & scale.

This role will require a consultative mindset in order to manage customer relationships across a variety of stakeholders, including their C-suite, engineering, product, & ad operations teams. Additionally, you will work very closely with our engineering, product, solutions, & support teams to provide market feedback & customer requirements while ensuring client expectations are managed appropriately. You will also be a point of escalation for customers.

Responsibilities include:

  • Manage & grow a team of 5+ CSMs in North America
  • Set goals & measure performance towards goals for your department
  • Deliver feedback, coaching, & support to team members in their duties
  • Guide team members career paths & ensure Beeswax retains top talent
  • Develop standardized playbooks for customer engagements & QBRs
  • Improve processes for management of a customers Beeswax instance
  • Increase the volume of case studies generated & develop a plan for obtaining customer advocacy
  • Prioritize client needs across the customer base with product & engineering
  • Develop a customized customer health scoring system to monitor accounts, including NPS score surveys
  • Conduct weekly cross-functional meetings to review account statuses
  • Act as a point of escalation for customers
  • Develop a deep understanding of the Beeswax platform & its capabilities
  • Act as the lead CSM for 2-3 key accounts
  • Travel occasionally (approximately twice quarterly, for 1-4 days at a time) to work with customers & remote employees

Requirements:

  • 4+ years experience in B2B SaaS customer success or client services with 2+ years experience managing a similar team
  • Ideal candidate will have AdTech experience, but strong SaaS customer success leaders without AdTech experience will be considered
  • The ability to learn & teach technical concepts to technical & non-technical contacts
  • Strong organizational skills & the ability to manage enterprise relationships
  • Experience working with cross-functional teams to deliver on complex customer projects
  • Comfortable taking ownership of your successes & failures
  • Open to feedback & comfortable providing feedback to your employees, your peers, & management
  • BA/BS degree required
 
 
 
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