: Customer Success Manager
25 Thomson Place 2nd Floor Boston, MA 02210
Boston, MA 02210

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As our Senior Customer Success Manager you will drive product adoption, highlight best practices and ensure client retention. You will serve as the primary point of contact for assigned accounts, establishing regular cadence, conducting business reviews and tracking success metrics. You will serve as the customers internal champion acting as the main point of contact for escalation of issues, product enhancement requests and driving attendance to Seismic s webinars and client events.

Who you are:

  • You love engaging and developing trusted advisor relationships with C-level executives and cross organizational teams tied to the clients Sales Enablement Strategy
  • Faced paced environments and shifting priorities excite you
  • Client satisfaction is of the utmost importance to you

What you'll be doing:

  • Manage the overall relationship with assigned accounts to ensure renewals and uncover opportunities for cross-sell/up-sell
  • Ensure account transparency by tracking client data in our Customer Success application (Gainsight)
  • Conduct regular business review meetings with key accounts
  • Manage multiple fast-paced projects and ensure success and ongoing client satisfaction
  • Translate customer needs and issues into a set of business requirements
  • Craft detailed requirements of client solutions that can be passed to solutions engineering teams
  • Conduct regular business review meetings with key accounts
  • Provide ad-hoc troubleshooting, ongoing training for existing customers and other services and support activities as required.
  • Oversee and ensure successful client onboardings- SOW creation, coordination of project resources, monitoring project plans, and mitigating project risks
  • Assist with the creation of training documentation as needed
  • Assist with other services and support activities as required

What you'll bring to the team:

  • Bachelors Degree in Business Administration, Engineering, Computer Sciences or related field required. Masters Degree desired.
  • Advanced proficiency with the Microsoft Office Suite including Microsoft PowerPoint, Microsoft Word, and Microsoft Excel
  • In-depth knowledge of data systems and structures
  • Strong written and oral communication skills with proven ability to initiate and manage relationships with customers of all levels
  • Self-starter with the ability to manage multiple projects simultaneously
  • Ability to understand and translate customer requirements
  • Critical thinking, analysis, troubleshooting, and problem-solving expertise
  • Ability to effectively prioritize and escalate customer issues
  • Ability to adapt to a rapidly changing environment
  • Previous experience with SaaS (desirable)

What we have for you:

  • Generous PTO, paid holidays, and paid sick leave
  • Competitive Medical, Dental and Vision Plans
  • Robust 401(k) fund options with company matching
  • Equity within Seismic in the form of stock options
  • Catered meals, happy hours, healthy snacks and coffee bar
  • Seismic Cares volunteer program
  • #OneSeismic culture that celebrates wins, encourages autonomy, ownership and transparency

About us:

Seismic, ranked as one of the Best Places to Work by Inc. Magazine, is a rapidly growing Forbes Cloud 100 company, and is the recognized category leader in sales enablement. Seismic unites marketing and sales teams in delivering the most compelling stories throughout a buyers journey. More than 600 customers rely on the worlds most powerful storytelling platform to connect the right buyer, with the right content, at the right time, every time. Seismic customers such as T. Rowe Price, IBM, American Express, PayPal, Rockwell Automation, and Quest Diagnostics are achieving higher win rates, larger deal sizes, and improved customer retention rates with our solution.

Headquartered in San Diego and with more than 900 employees across the globe, Seismic is privately held and backed by investment firms General Atlantic, JMI Equity, Jackson Square Ventures, Lightspeed Venture Partners, and T. Rowe Price. Seismic also recently expanded its team and product portfolio with the acquisition of Percolate. Our board of directors is composed of several industry luminaries including John Thompson, Chairman of the Board of Directors for Microsoft.

Seismic is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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Full-time