Customer Success Manager, Mid-Market, UK at Attentive

London, England, United Kingdom

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Marketing, Technology, SaaSIndustries

Requirements

1-2 years customer success experience required, preferably at Martech SaaS company
Strong understanding in customer success techniques and strategies
Comfortable learning new software (for design, data management, and internal tools)
Experience navigating complex work processes, tight timelines, and changing teams
Extremely detail oriented and organized
Knowledge of Salesforce or related CRM tools
Interest in startups, software and entrepreneurship
Comfortable working from our office in Shoreditch 2 days a week

Responsibilities

Cement the relationship with new and existing customers including: setting up integrations, managing account growth, assisting with new product adoption, and handling renewals
Manage 100-150+ accounts concurrently, prioritizing appropriately to ensure time is spent where impact can be maximized
Advise and groom customers to increase their usage, adoption, and ROI achieved through partnering with Attentive
Lead and present at select customer meetings, both in-person and over video conference
Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal and growth pipeline; identify, clearly communicate, and manage risk throughout the year though proactive touch points and take the lead in developing resolution strategies
Help translate customer feedback (and your own team’s needs) into specific product requirements
Work to help refine and improve our customer success processes and playbooks to work at scale across hundreds of customers
Coordinate cross-functionally with marketing, sales, product, and design to bridge the gap between product and customers
Own customer relationships completely as a trusted consultant

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementIntegrationsProduct AdoptionRenewalsCross-Functional CoordinationCustomer RelationshipsSMS MarketingEmail MarketingAI Personalization

Questions & Answers

Common questions about this position

What experience is required for the Customer Success Manager role?

1-2 years of customer success experience is required, preferably at a Martech SaaS company, along with a strong understanding of customer success techniques and strategies.

What are the key responsibilities of this position?

Responsibilities include managing 100-150+ mid-market accounts, cementing customer relationships through integrations and renewals, advising on usage and ROI, analyzing usage for forecasts, and translating feedback into product requirements.

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

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What does Attentive's company culture look like?

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 awards from Deloitte, LinkedIn, Forbes, and Inc.

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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