The client’s best-in-class SaaS-based online community platform tells clients exactly what they need to know about their customers across the customer lifecycle. With this information at their fingertips, clients are empowered to make decisions that increase both revenues and long-term customer loyalty.  

  
The client is headquartered in Los Angeles, California with a satellite office in a WeWork space in Bryant Park, New York. We provide excellent benefits such as health, vision, and dental. We also offer supplemental benefits such as AD&D, life insurance, 401k and much more. 

Reporting to the Director of Client Success, the Client Success Manager is responsible for supporting our growing client base. This role includes responsibilities for all Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, cross-sell, etc.) In addition, this Client Success Manager should have experience with research design or analytics – he or she will lead and advise the team on research design and recommendations and will be the senior team member to assure quality of data and research. The end goal of the Client Success Manager is to ensure that clients are deriving the full value from the community and answering business objectives while staying within the scope of work.

• Support Customer Lifecycle
• Understand customer journey and strategy
• Respond to listening points in journey (usage, satisfaction, etc.)
• Develop relationships with users and turn them into product champions
• Establish success plans that clarify client goals
• Engage in Customer Success Activities
• Onboarding/Training
• Customer Support + Advocacy
• Project Management
• Renewals
• Cross-sell / Up-sell (with sales)
• Qualitative Research:
• Responsible for translating business questions into qualitative research plans, ensure accuracy and relevance to objectives, analyze qualitative data and develop actionable insights in clear and concise format
• Take the lead on training both colleagues and clients on qualitative research approaches, with a solid foundation in qualitative methodologies, as well as knowing the latest innovations in the field
• Quality assurance: responsible for the business impact, accuracy, and aesthetics of client research deliverables
• Join meetings with prospective and existing clients to discuss the client’s approach to qualitative work
• Manage Client Health Metrics with Technology
• Salesforce
• Internal dashboards
• Advocate for Clients Internally
• Align with Marketing around marketing to existing clients
• Align with Product around driving product roadmap
• Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
• Align with manager for measurement and forecasting

• 4-year college degree required.
• 2+ years of research experience, preferably at a research vendor. 1+ successful years in a customer success/account management role also preferred

• Strong background in qualitative research methods, design, and analysis is essential – strong quantitative research background is also preferred
• Knowledge of research techniques through coursework, internships, or work experience is required

• Exceptional verbal and written communication skills, able to get to the “so what” when diving into research, and simplify for executive consumption
• Team player with demonstrated communication and leadership skills. Comfortable leading meetings and presenting in front of groups of colleagues, partners or customers.
• Strong intellectual capacity coupled with constant curiosity

• Strong attention to detail and ability to prioritize task and contribute to multiple projects simultaneously

• Able to identify and measure both quantitative and qualitative signals of client renewal
• Extreme energy, highly self-motivated and passionate about success
• Able to travel occasionally