Customer Success Manager

| Greater Boston Area

The Customer Success Manager (CSM) is responsible for managing the overall success of existing Localytics customers. The CSM will focus on net dollar retention (defined below), identifying upsell and growth opportunities (including Software, Growth, Services, Training, and Support), monitoring all Localytics related activities and usage, and being an advocate for the customer.

 The CSM will be instrumental in building strong relationships with Localytics customers’ users and decision-makers, as well as collaborating with all appropriate Localytics internal organizations. The CSM will ensure that our customers realize maximum value of the Localytics solution.

 Responsibilities

  • Manage a portfolio of 40-50 clients totaling ~$3 million to maximize Net Dollar Retention for Localytics. Initial list of clients to be determined at rollout.
  • Create differentiated customer use via low-touch account playbooks to drive platform usage (feature adoption) and surface business impact.
  • Manage client renewal and expansion/upsell process with client stakeholders.
  • Pro-actively analyze customer product usage and provide strategic advice to the customer around how they can better engage their customers with Localytics through ad-hoc communications, Quarterly Check-Ins and Executive Business Reviews.
  • Assess client needs for, and sell Localytics Services, including: On-boarding, Custom Work, ATR/Service Packages, Training and Customer Support packages. 

Requirements

  • Bachelor’s degree plus 5+ years relevant experience in a related area, for example onboarding, customer success, implementations or project management
  • Must demonstrate excellent communication (written and oral) and active listening skills.
  • Outstanding organizational skills and ability to multitask to effectively prioritize and manage workflow.
  • Masterful negotiating and closing skills.
  • Strong attention to detail and ability to follow-through / follow-up
  • Solid account qualification and relationship building skills
  • Self-starter approach to researching target accounts and gathering contacts
  • You’re excited by working with medium and large technology companies who move fast, and want to build new customer experiences quickly.
  • High level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others.
  • You have experience managing complex accounts or projects with sophisticated clients.
  • You have domain knowledge of two or more of the following: SAAS, mobile, APIs, marketing automation, direct marketing, marketing analytics or programming (HTML etc).
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Technology we use

  • Engineering
  • Product
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Location

Our office is right across from government center & walking distance to the best bars & restaurants in the city. There's something for everyone!

An Insider's view of Localytics

How do you collaborate with other teams in the company?

There's a good amount of cross-team collaboration I do in any given week since my work tends to touch different departments (everyone needs help docs!). We use Slack mostly, so I can ping anyone I need to chat with—a Product Manager, a department head, a BDR. We're a pretty flat organization and everyone is accessible which is super important.

Emily

Self-Service Solution Lead

What are Localytics Perks + Benefits

Localytics Benefits Overview

Localytics loves taking care of our people. From commuter benefits to snacks and flexible time off, we are constantly revisiting how to make our employees happy!

Culture
Volunteer in local community
Our employees care about the communities they live and work in. From participating in the Wonderfund of MA holiday gift drive to being a Big Brother or Big Sister of Boston, we encourage giving back.
Friends outside of work
Eat lunch together
Team owned deliverables
Team based strategic planning
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Localytics employees can contribute up to $2600 annually to their FSA.
Dental Benefits
Our dental plan covers 100% of exams and x-rays and offers rollovers for people who show dedication to good dental health.
Vision Benefits
The vision benefits plan covers 100% for annual eye exams with $130 for glasses and contact lenses.
Health Insurance Benefits
Localytics' health insurance policy covers up to 100% of out of pocket expenses.
Life Insurance
Life insurance is equal to one times an employee's annual salary.
Retirement & Stock Options Benefits
401(K)
Child Care & Parental Leave Benefits
Generous Parental Leave
Localytics prides itself in our flexibility for new families and paid parental leave for new parents.
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Company sponsored family events
Localytics sponsors many family-friendly events, including our summer outing and our fun halloween party!
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Localytics offers pre-tax commuter benefits for transit and parking. Our building will also soon offer secure bike racks.
Game Room
Our lounge includes Ping Pong and a Pool Table.
Stocked Kitchen
Whether you're gluten free, vegan or have dietary restrictions, there's something for all in our communal fridge and snack cabinets. Coffee, tea, cold brew and kombucha are other bonuses.
Some Meals Provided
We provide free bagels on Fridays.
Professional Development Benefits
Cross functional training encouraged
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