Customer Success Manager, Enterprise - Attentive

Job Title: Customer Success Manager, Enterprise
Job Location: United States
Job Listing URL: https://jobs.lever.co/attentive/81e52c48-1929-4589-a114-872200dfae99
Job Description: At Attentive, we're revolutionizing the way businesses connect with their customers. Our AI-driven marketing platform infuses intelligence into every stage of the consumer journey, helping brands deliver hyper-personalized messages at scale. With a mobile-first approach, engaging two-way conversations, and enterprise-grade technology, we're driving billions in online revenue for leading brands worldwide, including CB2, Urban Outfitters, GUESS, Long John Silver’s, and Wyndham Resort. But we're not just about SMS and email—by expanding our AI capabilities to enhance multiple products and channels, our goal is to help make every interaction more meaningful. As a member of our team, you'll be at the forefront of this innovation, helping to shape the future of customer communication.

Attentive’s growth has been recognized by Deloitte’s Fast 500, Linkedin’s Top Startups and Forbes Cloud 100 all thanks to the hard work from our global employees!

Who we are
We are looking for an experienced customer success person to join our team as a Customer Success Manager on the Enterprise Team. You will take ownership of relationships with our Enterprise clients and lead their program strategy in a consultative and data-driven fashion. Your core responsibility will be working with customers as a trusted consultant and to own customer relationships completely - advising on marketing strategy, best practices and feature functionality. You will work in close coordination with Sales, Solutions Architects, and New Product Specialists to provide maximum value for your clients, while retaining and growing revenue for Attentive. You will be responsible for accurate revenue and renewal forecasting, understanding customers goals and implementing tailored success plans, driving executive level relationships, and identifying opportunities to expand the clients suite of Attentive products to satisfy their goals.
Why Attentive needs you
Gain the confidence of and cement relationships with clients 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 client interactions - creating customized success plans based on customers goals and challenges
Develop and maintain a deep understanding of our products and the broader marketing landscape - staying up to date on industry trends and best practices
Regularly lead and present at client 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 clients 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
About you
3-5 years of CS or Account Management experience required (ideally from a MarTech company with SMS and/or email experience)
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 (for design, data management, and internal tools)