Customer Success Manager, Enterprise at Attentive

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Marketing, Technology, SaaSIndustries

Requirements

Background in SMS and/or email marketing
Strong understanding of growth and retention techniques and strategies
Demonstrate success in managing complex customer relationships, driving customer retention and expansion
Solutions-oriented mindset with excellent problem solving and analytical skills
Experience navigating complex work processes, tight timelines, and changing teams
Extremely detail oriented and organized
Excellent communication skills and the ability to build trust, strong relationships and influence across an organization
Experience in Salesforce or related CRM tools, and Customer Service Software like Catalyst or related tools
Comfortable learning new software

Responsibilities

Take ownership of relationships with Enterprise customers and lead their program strategy in a consultative and data-driven fashion
Work with customers as a trusted consultant and own customer relationships completely - advising on marketing strategy, best practices and feature functionality
Work in close coordination with Sales, Technical Account Managers, and New Product Specialists to provide maximum value for customers, while retaining and growing revenue for Attentive
Be responsible for accurate revenue and renewal forecasting
Understand customers' goals and implement tailored success plans
Drive executive level relationships
Identify opportunities to expand the customers' suite of Attentive products to satisfy their goals
Gain the confidence of and cement relationships with customers throughout the entire lifecycle of the account including: goal-setting, value delivery, account growth, new product adoption, and renewals
Work independently to deliver a “consultant” perspective in all customer interactions - creating customized success plans based on customers' goals and challenges
Develop and maintain a deep understanding of Attentive's products and the broader marketing landscape - staying up to date on industry trends and best practices
Regularly lead and present at customer meetings, both in-person and over video conference
Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies
Lead discussions with customers to probe what new products they are interested in and what integrations they might need, and translate customer feedback into specific product requirements
Contribute to the continued development and improvement of the Attentive Customer experience

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementMarketing StrategyRevenue ForecastingRenewal ManagementConsultative SellingData-Driven Decision MakingSMS MarketingEmail MarketingCustomer Relationship Management

Questions & Answers

Common questions about this position

Is this a remote position or does it require office work?

This information is not specified in the job description.

What are the key skills needed for the Customer Success Manager role?

Key skills include consultative customer relationship management, data-driven strategy development, revenue forecasting, executive-level relationship building, and deep product knowledge with marketing industry expertise.

What is the salary or compensation for this position?

This information is not specified in the job description.

What is the company culture like at Attentive?

Attentive has a distributed global workforce with employee hubs in New York City, San Francisco, London, and Sydney, and has been consistently recognized for its performance and culture, including Deloitte’s Fast 500, LinkedIn’s Top Startups, Forbes’ Cloud 100, and Inc.’s Best Workplaces.

What makes a strong candidate for this Customer Success Manager position?

A strong candidate is an experienced customer success professional who can work independently as a trusted consultant, develop customized success plans, analyze usage data for forecasting, and coordinate with Sales, Technical Account Managers, and New Product Specialists.

Attentive

Personalized SMS marketing solutions for businesses

About Attentive

Attentive provides personalized SMS marketing solutions that help eCommerce businesses and direct-to-consumer (DTC) brands engage their customers through targeted text messaging. The platform uses APIs and webhooks to allow businesses to easily create and manage custom SMS campaigns. Unlike its competitors, Attentive operates on a subscription-based model, offering various features and premium customization options, which helps clients increase customer engagement and sales. The company's goal is to enhance customer relationships and drive revenue growth through effective communication.

Hoboken, New JerseyHeadquarters

2016Year Founded

$839.5MTotal Funding

SERIES_ECompany Stage

Data & Analytics, Consulting, Consumer SoftwareIndustries

1,001-5,000Employees

Benefits

Generous PTO

Medical, Dental, & Vision Insurance

Daily Lunch Delivery Credit

Equity

Remote Work & Wellness Benefits

Company-Wide Events & Employee-Led Activities

Risks

Competition from Textla could erode Attentive's market share in SMS marketing.

Over-reliance on AI may lead to data privacy concerns and regulatory scrutiny.

Dependency on third-party integrations like ParTech poses risks if partnerships dissolve.

Differentiation

Attentive leads in AI-driven SMS marketing with hyper-personalized messaging solutions.

The company offers seamless integration with APIs and webhooks for efficient communication.

Attentive's subscription model ensures steady revenue with premium add-ons for customization.

Upsides

Attentive saw 128% revenue growth in the UK, highlighting demand for AI solutions.

Partnership with ParTech enhances restaurant loyalty programs, boosting customer retention.

Attentive's AI Journeys and AI Pro offer unique one-to-one marketing, differentiating them.

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