Customer Success Manager (US)

The Customer Success Manager (CSM) is responsible for managing a set of Fortune 500 company relationships (brands, publishers, data providers) under the guidance of the Director of Customer Success, working with solutions engineering, support and commercial teams to understand and guide client implementation of a varied set of use cases. The CSM manages the day-to-day client interactions across a range of levels to ensure they receive the highest value possible from the InfoSum platform and are always engaged. Core Responsibilities: Independently lead day-to-day interactions with clients Act as the clients’ go-to advocate and navigate internal processes at InfoSum and the client to provide a high level of customized service for the client Build the client’s ability to operate the InfoSum platform for more complex use cases Track performance and success of client’s data collaboration strategy to ensure InfoSum is driving towards the best possible outcome for the client / their partners Develop a perspective on the viable use cases of InfoSum for each client, seek alignment from the client with support of manager to achieve leadership buy-in, and develop a plan for implementation of new use cases Initiate and lead discussions regarding renewal of contracts, with support from manager to establish appropriate commercials and achieve client senior leadership buy-in Align on success metrics with the client and build a shared plan to align resources and resolve barriers to growth Run a reliable and organized account process that keeps InfoSum on top of deadlines and capable of seamlessly introducing new revenue growth initiatives Work closely with Solutions Engineering to design use cases to achieve client goals, and in identifying and resolving technical issues blocking customer operations Additional responsibilities as and when required by the business