Mautic: Customer Success Manager
10 Cabot Rd., Suite 101B
Medford, MA 02155

Video

Mautic is seeking a Customer Success Manager who is a proven leader that will help drive product adoption for our customers, share marketing best practices and train customers in implementing marketing strategies across their Mautic platform.

This individual will manage the customer experience across a specified customer base as well as meeting agreed upon engagement, expansion and retention targets. This individual will educate our customers on our innovative product and service offerings, set expectations for deliverables, retain customer testimonials, references, and case studies, and pro-actively support and enable our customers to be successful. We’re looking for someone who is a go-getter and can proactively engage with our customers. The keys to success in this role is to have an open mind, strive towards providing the best customer experience possible and to have a empathetic customer relationship approach.

Responsibilities

  • Establishes productive, professional relationships with key stakeholders and users in assigned customer portfolio
  • Works closely internally with sales, product and marketing teams to represent the customers’ needs for expansion and product enhancement opportunities
  • Leads webinars and/or group trainings on platform usability as well as marketing automation best practices within Mautic’s platform
  • Drives engagement, participation, and increases feature adoption across all customer accounts
  • Proactively assesses, validates and escalates, as necessary, customer needs on an ongoing basis
  • Participates in building support and marketing campaigns for free users and/or paying customers
  • Travels to attend face-to-face onboarding and business review meetings, as necessary
  • Delight our customers

Qualifications

  • 2-7 years of customer service or customer success experience, or equivalent combination of both
  • 2-7 years of developing marketing strategy and/or using or implementing marketing automation solutions
  • Bachelor’s degree or equivalent combination of education and experience
  • 20-30% travel and a willingness to work a flexible schedule preferred
  • World class problem-solving, critical thinking, communication and relationship-building skills
  • Being proactive and providing quick response times are a must
  • Knowledge of Marketing Automation/CRM/Business Software in the capacity of a user or support role preferred
  • Experience in an enterprise solution sales environment and ability to partner with account executives in closure of sales opportunities preferred
  • Previous experience with an annual subscription sales model preferred
Full-time