Customer Success Manager

True Anthem is a VC-backed AI software company that has pioneered the use of artificial intelligence (AI) to help digital publishers intelligently automate and optimize the sharing of content to social media platforms. Our clients include the world’s most prominent media companies such as ABC/Disney, NBC, FOX, CBS, Dotdash Meredith, Associated Press, and Reuters.

This is a unique opportunity to join a fast-growing company on the ground floor. The right candidate will be instrumental in providing value to our clients while shaping the direction of our product and business.

As a member of the Customer Experience team, you’ll report to the Sr. Manager, Customer Experience. You’ll be responsible for onboarding new clients, developing customer relationships that promote retention and loyalty, and helping clients achieve their social media goals and KPIs using the True Anthem platform. In addition, you will be instrumental in helping build the future of our customer experience.

The role requires prior experience in a customer success/account management role (previously at a SaaS company) and/or digital publishing (either working for a digital publisher or as a social media manager).

Responsibilities:

• Lead client onboarding process and implementation

• Manage day-to-day relationships with clients to promote retention and loyalty

• Conduct weekly, quarterly and/or annual customer success meetings with clients

• Gather feedback from customers, analyze customer data to identify best practices, and help customers best utilize the True Anthem platform to achieve their business needs, goals, and KPIs

• Ensure client issues are resolved proactively

• Manage multiple projects simultaneously with a focus on attention to detail

• Responsible for educating customers on the capabilities of the True Anthem platform to promote usage and retention

• Learn True Anthem’s product offering, inside and out

• Collaborate closely with internal, cross functional teams including, Customer Success Operations, Strategy & Insights, Marketing, and Sales teams

• Create processes that optimize the customer experience

• Maintain a positive attitude & professionalism at all times

Qualifications:

• At least 3 years minimum experience in a customer success/account management role (previously at a SaaS company) and/or digital publishing (either working for a digital publisher or as a social media manager)

• BA/BS degree required

• A strong understanding of the customer success, digital media, marketing, and/or sales industry

• Excellent written, verbal, presentation and phone communication skills, with the ability to adapt conversations for technical and non-technical audiences

• Ability to interpret data then translate into insightful and actionable narrative

• Experience building strong customer relationships

• Accountability, attention to detail, and personal organization are essential

• Self motivated with the desire and ability to learn + adapt quickly

• Web/tech savvy a must

• Technical skills required, as they relate to the use, understanding, and advocacy of True Anthem’s product/services.

• Deep understanding of customers concerns and feedback regarding the use of products, and the ability to troubleshoot as needed or communicate

• Ability to teach and learn from other team members

• Prior experience using helpdesk software, such as Zendesk

• Proficient in Google Docs/Sheets/Slides, Excel, etc
  

Benefits and Work Environment

• This is a full-time, remote position (Atlanta, GA preferred)

• We offer competitive salaries, equity, full healthcare benefits (Medical PPO, Dental, Vision), 401K matching, and a generous vacation policy.