Careers — Arthur Ventures
Customer Success Manager - San Francisco at Terminus
San Francisco, CA, US
BrightFunnel is the pioneer of B2B marketing analytics and attribution, offering revenue intelligence for marketers that is powered by its patent-pending multi-touch attribution platform. BrightFunnel helps nearly 100 companies such as Cloudera, Concur, Equinix, and Ellie Mae to connect marketing efforts to revenue through B2B analytics, including AI-powered multi-touch attribution, account-based measurement, and revenue funnel analytics. BrightFunnel was recently acquired by Terminus, the leading account-based marketing (ABM) platform.

Description

BrightFunnel is hiring a Customer Success Manager to join our San Francisco team. The BrightFunnel CSM is a trusted advisor to their customers and an internal advocate for their clients’ best interests. The Customer Success team partners with Product Management, Engineering, Support and Sales to strategically drive value and expand BrightFunnel advocacy across the customer base. BrightFunnel end-users are heavily data-driven and seek best-in-class Marketing and Marketing Operations guidance. The ideal candidate will have 3-7 years of client services experience and a strong knowledge of marketing processes and technologies (Marketo, Eloqua, Salesforce, Google Analytics, etc).

Responsibilities

Own the overall relationship with customers. Build and communicate a success plan for customers beginning with kickoff, technical implementation, and organization roll-out, managing all interactions relating to BrightFunnel throughout the relationship to ensure advocacy and adoption.
Become an expert in BrightFunnel's platform and data-driven marketing. Encourage customers to solve business problems creatively, presenting unique insights to help them make better marketing decisions.
Manage initial team rollout (virtual and onsite) and ongoing training, engaging end-users across the organization to ensure product adoption, and create content supporting best practices.
Coordinate virtual and onsite business reviews with executive sponsors and champions, to articulate and reinforce the business value of BrightFunnel.
Enable client power-users and champions to manage change with influencers and end-users within their organizations. Go above and beyond to fulfill and anticipate customer needs.
Develop and monitor KPIs to assess customer engagement, health, and potential risks for churn.
Month to month, you’ll help streamline the customer journey by working cross-functionally to create and improve processes and supporting documentation. You will combine deep product expertise with empathy to articulate customer feedback to the sales, product, engineering and support teams. Ultimately, you’ll become a trusted advisor to some of the most influential organizations in the world as you build out BrightFunnel’s solutions to overcome challenges within the marketing industry.

Qualifications

Has a minimum of 3 years experience in a client-facing role
Has 2-4 years experience working with B2B technology companies, or experience in management consulting, supporting marketing and sales organizations
Has a strong understanding of how Marketing & Sales teams leverage marketing automation (i.e Marketo, Eloqua, Pardot, Hubspot) and CRM systems (salesforce.com)
Is familiar with different roles, responsibilities and priorities for multiple personas within marketing and sales organizations
Has experience working with stakeholders of all levels and functions, with a strong executive presence
Has excellent written and verbal communication skills
Has strong experience managing project delivery

What it takes to be a success

Is comfortable in a technical environment, with the ability to simplify complex concepts to non-technical stakeholders
Is versed in best practices for marketing and marketing operations, with the ability to tailor recommendations to different organizational needs from SMB to the enterprise
Is experienced with fast growing startups, has a “roll up your sleeves” attitude to get things done, and willing to work across defined roles when necessary to achieve success as a team
Is data-driven and inquisitive with a willingness to solve problems creatively and make decisions quickly
Thrives in a dynamic working environment, with the ability to work as a team, balancing multiple project timelines and prioritize competing resources
Has ability and willingness to travel to customer meetings and conferences as necessary (20-50%)

Incredible Benefits:

Culture that emphasizes personal and professional growth
No vacation tracking
Competitive salary and great benefits
Work from home days
100% Health, Dental, and Vision Insurance
100% Short-term and Long-term Disability Insurance
401K with company match
Casual dress all-day, everyday
Regular team outings, parties, and surprises
Weekly free lunch, unlimited snacks and drinks