We are looking for a Customer Success leader to join our San Francisco office and help to fuel the explosive growth of BrightTALK's SaaS content marketing platform. BrightTALK delivers high quality leads generated by connecting client content to millions of engaged professionals in business communities such as IT Security, Business Intelligence, Sales, Marketing and HR.
Our Customer Success team’s objective is to retain and grow BrightTALK clients and their revenues through proactive, data-driven consulting. By providing timely insight on program performance, the team’s goal is to ensure our clients enjoy successful outcomes to their programs and increase their commitment to BrightTALK.
Create a consistent, effective, world-class customer success strategy
Directly manage the Customer Success team to achieve account revenue growth and retention goals
Train the team to proactively work with clients to optimize programs
Identify and create clear actions to address key red flags that could lead to dormancy and churn
Identify and create clear actions to capitalize on opportunities for upselling and cross-selling
Create and foster productive feedback and communication with the sales, product development and support teams
Build a culture of high performance within the Customer Success team and reward the achievement of strategic goals with company wide recognition and rapid development
Identify strategies to understand and improve our customer’s experience and improve our customer NPS score
Skills
Experience setting and tracking individual and team metrics - data-driven perspective with an ability to identify and impact underlying factors that drive performance
Content marketing strategist able to create great B2B content that attracts the right target audience (bonus points if you’ve worked with video and webinars)
Consultative client-facing experience with accounts of all sizes
Ability to work in a fast-paced, entrepreneurial, results-oriented culture where team members work together collaboratively
Excellent presentation, organization, communication and commercial skills
Experience
5-10 years in a Customer leadership role at a media or martech company (or a company that sells advertising or demand gen)
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