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Customer Success Manager

This role can be full time remote in the U.S. or located locally in Denver

The Role 

The Customer Success Manager is responsible for developing and fostering strong relationships with a portfolio of accounts.  The CSM is a trusted advisor who partners with our customers to ensure they receive the full value of their investment in FullContact’s products and solutions.   The CSM engages with customers post-sale to drive adoption, satisfaction, expansion, retention, and lifetime value.  Internally, the CSM serves as the voice of the customer by providing feedback to different functions across the organization.   The CSM is the quarterback of the relationship, ensuring internal resources are aligned to achieve the customer's desired outcome.  The CSM will collaborate with Sales, Marketing, Product Management, Engineering, Support, and Finance.  This role reports to the VP of Customer Success and is a key member of the Customer Success team. 

Responsibilities 

  • Manage post-sales activity for FullContact customers through strong relationship management, planning, and execution
  • Own positive customer success outcomes for a portfolio of accounts: retention, expansion, customer advocacy, and overall lifetime value
  • Own the customer relationship across the lifecycle of their engagement, from onboarding to ongoing adoption
  • Successfully achieve and exceed Customer Success revenue and retention targets
  • Understand the customers business, and ensure the engagement is set to deliver value against their goals
  • Conduct regular Strategic Business Reviews to ensure alignment with customer priorities and eliminate risk factors
  • Project manage multiple, concurrent customer engagements varying in complexity using an internal cross-functional team to flawlessly execute and deliver on solutions that deepen and expand the relationship 
  • Manage customer issues and escalations from initial report to resolution
  • Maintain product expertise across FullContact’s products and solutions
  • Own pricing and contract negotiations using skills that balance both the customer and FullContact perspectives
  • Be the voice of the customer and provide feedback on how FullContact can better serve our customers and shape product innovation
  • Partner with Sales in order to drive increased revenue through new business partnership
  • Determine process efficiencies to improve Customer Success Department and Company productivity

Requirements

  • Minimum 5+ years of Customer Success or Account Management
  • Ability to travel up to 35%
  • Experience working with a SaaS solution
  • Excellent understanding of MarTech and/or AdTech
  • Strong relationship management, analytical and critical thinking skills
  • Excellent written and verbal communication skills
  • Solution-oriented mindset, with strong problem-solving ability
  • Strong project management skills
  • Proactive, goal-oriented, persistent, organized, and skilled negotiator

Compensation and Benefits 

  • Salary Range: $70,500 to $100,000 base salary plus up to 15% bonus, company based bonus plan, and equity 
  • Benefits: 100% paid medical, dental, and vision for employees and family coverage; unlimited vacation, 11 company holidays plus 6 mental health days; 401K (match); paid parental leave; EAP; home office reimbursement

About FullContact:

FullContact is the premier provider of SaaS-based identity resolution that empowers brands to improve their customer experience and authentically engage with consumers. Using a consumer-first approach with our product offerings, we aim to make relationships better and that starts with our employees. We offer excellent benefits for our teammates, including full medical and dental coverage, unlimited vacation time, and a generous stock option plan.  You’ll join an innovative, enthusiastic team whose hard work helped us achieve recognition from the API awards, MarTech Breakthrough awards, and inclusion on the Inc. 5000 list for fastest-growing companies.

All offers of employment at FullContact are contingent upon clear results of a thorough background check. FullContact is an Equal Opportunity Employer. FullContact does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.

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Applicants must be currently authorized to work in the United States for any employer

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