Terminus is the leader of the account-based movement and the crucial link that connects B2B marketing and sales teams with their ideal customers. The Terminus solution arms marketing teams with an account-centric platform that delivers the intelligence and automation needed to scale ABM and revolutionize the way B2B marketing is done. Hundreds of organizations worldwide, including Salesforce, GE, Verizon, 3M and CA Technologies, turn to Terminus to more effectively target, engage and grow their best-fit accounts. Terminus offers savvy marketers the technology and proven expertise to radically improve account-based strategies and campaigns, increasing ROI and producing exceptional results.
Terminus is looking for a Customer Success Manager to join our team. The Terminus CSM is primarily responsible for product training and best practices, spearheading organizational change, identifying and fostering customer advocates, and inevitably preventing churn. You will own the main relationship and be tasked with ensuring customers are both successful, challenged, and reach their desired outcome with the Terminus platform.
Build and communicate a success plan for customers (key goals/objectives, define success, requirements gathering, stakeholder engagement).
Monitor KPIs to assess customer engagement, health, and potential risks of churn.
Partner with an Onboarding Specialist to ensure successful on-boarding of Terminus in a timely manner.
Think outside the box when helping customers solve problems and presenting business insights to help them make better decisions.
Assist in managing change with customers and influencers within their company. Think three steps ahead of where the client needs to be to get them where they want to go.
Coordinate and present Strategic Business Reviews with Terminus C-suite, client champions and convey business value of Terminus.
Engage users to ensure product adoption, coordinate training (virtual & onsite) and create content.
Collaborate with the Head of Client Strategy to drive continuous improvement across processes and key learnings.
Collaborate with key sales members on up-sell and renewal strategy, with a focus on retention.
Provide customer feedback to Product Management and propose opportunities to improve product features/capabilities.
Bachelor's degree required (ideally in business administration, marketing, or communications)
2+ years of customer success and/or account management experience
Demonstrated and proven ability to establish and build lasting customer relationships with mid-market and/or enterprise accounts.
Familiar with different roles, responsibilities and priorities for multiple personas within marketing and sales organizations
1+ years of marketing and/or marketing tech (Hubspot, Marketo, Pardot, etc.) experience is preferred
Experience with Customer Success tools such as Gainsight, Pendo, SFDC, etc. is a plus
Salesforce experience is a strong plus
Incredible Benefits, Incredible Company!
Working for a company and leadership team focused on providing a “Best Place to Work” environment
100% employer paid Health, Dental, and Vision Insurance for employee coverage
100% Short-term and Long-term Disability Insurance
401K with company match
Guaranteed Stock Options
Gym membership or health and wellness reimbursement
Parking & Transit assistance
Casual dress all-day, everyday
Regular team outings, parties, and surprises
Weekly free lunch, unlimited snacks and drinks
Beautiful, high energy offices in 3 tech hubs (Atlanta, San Francisco, and Indianapolis)
Culture that emphasizes personal and professional growth
Named Best Workplace Winner 2017, 2018, and 2019 by Inc. Magazine, #61 on the Inc. 5000, and #21 on the Deloitte Fast 500
Named G2 2020 Spring category leader for the 9th consecutive quarter
Diversity and inclusion are essential values at Terminus. We believe we do our best and most impactful work when we are a diverse, inclusive and equitable organization. We're proud to recruit and hire talented people from a wide variety of backgrounds and experiences. We do not discriminate on the basis of race, color, national origin, gender, religion, sex (including pregnancy, sexual orientation, gender identity or transgender status), age, or disability.