Senior Customer Success Manager

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Sorry, this job was removed at 11:07 a.m. (EST) on Friday, September 23, 2022
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Jobcase is a social media platform dedicated to empowering and advocating for the world’s workers. We develop technology to help people lead better, more meaningful work-lives – providing access to jobs, tools to take action, and a community for support. Jobcase is an affiliate of MIT’s Computer Science and Artificial Intelligence Lab, and collaborates with employers, nonprofits and government agencies to both improve, and diversify access to opportunity and participation in the workforce.


Jobcase is seeking a Senior Customer Success Manager who is a thought leader and campaign management powerhouse to join the Employer Customer Success team. This role will manage Tier 1 customer campaigns on business that is highly visible throughout the organization. The CS team is responsible to partner with Sales for delivery, profitable campaign execution, and campaign expansion for our Customers. While Sales is the primary customer relationship owner, CSMs are a critical client facing partner using data and insights to provide campaign/market guidance and drive growth.

What you'll be doing here:

  • Partner closely with an assigned Seller across a dedicated account portfolio to a) meet client objectives such as campaign volume and/or cost per apply/hire goals b) identify and support sales upsell activities to ultimately grow customer spend
  • Liaise with Sales to understand customer needs, interfacing with customers directly on a daily basis through email, phone and, on occasion, when safe, in-person meetings
  • Become an expert on campaign fulfillment for job promotion campaigns
  • Analyze customer data and feeds to provide weekly insights / recommendations to stakeholders and programmatic trade desks
  • Make optimization and pacing changes to campaigns 
  • Provide customers with insights and advice on industry trends
  • Solve issues for customers with existing product set & some custom solutions
  • Ensure Sales has all relevant campaign updates for customers or provide updates directly to customer, as coordinated with seller
  • Contribute to customer presentations in partnership with Sales, producing data points and visuals
  • Execute against customer goals finding the balance between what is best for our customers, best for our members and the Jobcase business

About you and your skills:

  • 5+ years account management, customer success or relevant field
  • 2+ years work experience managing campaigns on an eCPM, CPC or CPA basis such as media buying, campaigns in social media, SEM, Google Ads or general advertising
  • Strong communicator - able to clearly articulate issues, ideas, solutions and questions
  • Able to provide clear, succinct business updates to VP level executives
  • Analytically minded, able to use data to make decisions
  • Experience working directly with customers or internal stakeholders and a willingness to be external facing.
  • Experience in excel/google sheet data manipulation, such writing formulas, creating pivot tables and graphs
  • Comfort monitoring metrics in a dashboard environment such as Tableau 
  • Experience with Tableau desktop (or similar BI tool) or willingness to learn/ramp to a basic level
  • Collaborative personality, able to partner with many internal teams & stakeholders
  • Able to operate with positive urgency and maintain accuracy while juggling a high volume of tasks simultaneously 
  • Strong attention to detail & follow through
  • If remote, willingness to be in office every 6-8 weeks when safe to do so

If you are looking to join a company where you can proudly bring your whole self to work, we invite you to apply today. Our commitment to diversity, equity and inclusion means that whoever you are, and whatever path you’ve taken to get here, we value you at Jobcase. We know that diversity of perspectives, backgrounds, interests, and skills are essential to build a great product that serves ALL people. If you can help drive success and have fun while doing it, we can’t wait to meet you! Apply to any and every role that feels like the right next step on your journey, regardless of the criteria we’ve listed. 


Jobcase does not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.

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Location

201 Broadway, Cambridge, MA 02139

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