Customer Success Manager (Mid-Market)

Title: Customer Success Manager (Mid-Market)

Location: United States – Hub

Introduction to Demandbase:

Demandbase helps B2B companies hit their revenue goals using fewer resources. How? By using the power of AI to identify and engage the accounts and buying groups most likely to purchase. Our account-based technology unites sales and marketing teams around insights that you can understand and facilitates quick actions across systems and channels to deliver big wins. It’s flexible, scalable ABM built for you.

As a company, we prioritize both the advancement of careers and the development of world-class technology. We invest heavily in people, our culture, and the communities around us. We have offices strategically located in San Francisco and New York in the US, and Hyderabad, in India and we embrace a hybrid work model in these regions. Outside of these areas we offer a remote work option and boast a significant presence in Austin, TX, Atlanta, GA, and London, UK. Continuously lauded as a great place to work, we are Great Place to Work Certified, and have earned distinctions such as “Fortune’s Best Workplaces in the Bay Area,”Best Workplaces in Technology,” “Best Workplaces for Millennials,” and “Best Workplaces for Parents”!

We’re committed to attracting, developing, retaining, and promoting a diverse workforce. By ensuring that every Demandbase employee is able to bring a diversity of talents to work, we’re increasingly capable of achieving our mission to transform the way B2B companies go to market. We encourage people from historically underrepresented backgrounds and all walks of life to apply. Come grow with us at Demandbase!

About the Role:

The Demandbase Mid-Market Customer Success Manager (CSM) is responsible for growing, supporting, and renewing customer adoption of Demandbase solutions. This is accomplished by partnering with the client to achieve their objectives, driving customer adoption, accelerating time to live, time to value, and providing B2B digital business expertise. The CSM must be comfortable consulting, and negotiating with Director, C, and VP-level executives and possess a solid foundation and understanding of their business objectives. The CSM will articulate value and demonstrate how Demandbase solutions will enable our customers to achieve these objectives. The CSM will inspire and guide customers toward adopting the Demandbase platform.

Critical to success is a passion for urgency and promptly resolving customer issues, ensuring customers quickly realize maximum value from Demandbase solutions. The CSM must build strong relationships with clients and become a trusted advisor. The CSM must possess a strong understanding of digital/online marketing and associated technologies, including Marketing Automation, Content Management Systems, Analytics, and CRM, as well as strong account management and renewal ownership expertise.

The base compensation range for this role, not including bonus is: $103,000 – $133,000

• What you’ll be doing:
  • Act as the primary point of contact throughout the customer lifecycle
  • Drive adoption of the Demandbase Platform, measured through platform usage
  • Onboard new customers
  • Achieve customer goals by providing proactive ABM best practices, strategies, and use cases
  • Propose creative solutions to client’s executive sponsors such that critical success issues are proactively addressed
  • Identify growth opportunities within the client base and work with new business teammates to achieve growth goals
  • Command credibility with senior marketing executives
  • Possess a comprehensive understanding of Demandbase products and services
  • Possess strong presentation, verbal, and written communication skills
  • Build and maintain strong relationships with multiple contacts within the assigned customer base
  • Project manage client initiatives – both internally and externally
  • Resolve customer issues
  • Advocate for customers internally at Demandbase
  • Maintain expertise on industry trends/practices and competitive landscape
  • Develop customer stories, case studies, and client references
  • Other duties as assigned

  What we’re looking for:

  • 5+ years of relevant work experience in a strategic account management position supporting SaaS customers
  • Proven success in upsell and cross-sell environments
  • Experience building and coordinating internal teams and resources
  • Deep Marketing Automation and/or CRM and/or Content Management Systems/ Analytics experience
  • Web 2.0 savvy
  • Proven experience in managing technical intangible project implementations
  • Experience helping customers identify gaps in business processes and workflow
  • Proven success aligning successful solutions, as well as gathering and demonstrating ROI data

Benefits:

Our benefits include options for up to 100% paid Medical and Vision premiums for employees, a flexible PTO policy, no internal meetings Fridays, as well as access to Modern Health and other mental wellness resources. Additionally, we offer eight paid holidays and two additional week-long breaks when all Demandbase employees in the US take time off simultaneously (the week of July 4th and the week of Thanksgiving). We also provide 401(k), short-term/long-term disability, life insurance, and other great benefits.

Our Commitment to Diversity, Equity, and Inclusion at Demandbase:

At Demandbase, we believe in creating a workplace culture that values and celebrates diversity in all its forms. We recognize that everyone brings unique experiences, perspectives, and identities to the table, and we are committed to building a community where everyone feels valued, respected, and supported. Discrimination of any kind is not tolerated, and we strive to ensure that every individual has an equal opportunity to succeed and grow, regardless of their gender identity, sexual orientation, disability, race, ethnicity, background, marital status, genetic information, education level, veteran status, national origin, or any other protected status. We do not automatically disqualify applicants with criminal records and will consider each applicant on a case-by-case basis.

We recognize that not all candidates will have every skill or qualification listed in this job description. If you feel you have the level of experience to be successful in the role.

We acknowledge that true diversity and inclusion requires ongoing effort, and we are committed to doing the work required to make our workplace a safe and equitable space for all. Join us in building a community where we can learn from each other, celebrate our differences, and work together.

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