Senior Customer Success Manager, Strategic (West) at Attentive

United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Marketing, Technology, Mobile MarketingIndustries

Requirements

5+ years of CS or Account Management experience (ideally at a marketing/software company)
Strong understanding of growth and retention techniques and strategies
Previously worked closely with engineering and product teams to define requirements and implement solutions
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
Experience in Salesforce or related CRM tools, and Customer Service Software like Catalyst or related tools
Interest in software and entrepreneurship

Responsibilities

Take ownership of relationships with Strategic clients and lead their program strategy in a consultative and data-driven fashion
Run all facets of their acquisition and messaging program and own the customer relationship at strategic goal alignment during implementation and throughout the client lifecycle
Work in close coordination with Sales, Technical Account Managers, and New Product Specialists to provide maximum value, retain, and grow revenue
Perform accurate revenue and renewal forecasting
Design and implement strategic account plans
Identify opportunities to expand the customer's suite of Attentive products to satisfy their goals
Gain confidence and cement relationships with customers throughout the entire lifecycle, including goal-setting, value delivery, account growth, new product adoption, and renewals
Deliver a “consultant” perspective in all customer interactions independently
Regularly lead and present at customer meetings, both in-person and over video conference
Analyze customer usage to form accurate forecasts, maintain visibility into renewal pipeline, identify and manage risk through proactive touch points, and develop resolution strategies
Lead discussions with customers to probe interest in new products and integrations, and translate feedback into specific product requirements
Navigate technical and strategic aspects of customer relationships with autonomy and represent Attentive at in-person meetings, functions, happy hours, and events

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementRevenue ForecastingRenewal ManagementStrategic PlanningSMS CampaignsEmail CampaignsConsultative SellingData-Driven StrategyClient Lifecycle Management

Questions & Answers

Common questions about this position

What is the employment type for this Senior Customer Success Manager role?

The position is full-time.

Is this Senior Customer Success Manager role remote or does it require office presence?

This information is not specified in the job description.

What key responsibilities does a Senior Customer Success Manager handle?

What is the company culture like at Attentive?

Attentive has a top-rated customer success team recognized on G2 and emphasizes a consultative, data-driven approach with autonomy and trust in representing the company at in-person events.

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

Attentive seeks an experienced customer success professional who can work independently in a consultant capacity, manage strategic client relationships through the full lifecycle, 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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