Senior Customer Success Manager, Strategic (East) - Attentive

Job Title: Senior Customer Success Manager, Strategic (East)
Job Location: United States
Job Listing URL: https://jobs.lever.co/attentive/8749115c-5d83-4f17-ad98-bfb045b09019
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 Senior Customer Success Manager. You will take ownership of relationships with our Strategic customers and lead their program strategy in a consultative and data-driven fashion. You will run all facets of their acquisition and messaging program and own the customer relationship at strategic goal alignment during implementation and moving through every part of the customer lifecycle, working in close coordination with Sales, Technical Account Managers, and New Product Specialists to provide maximum value for your customers, while retaining and growing revenue for Attentive.

As a Senior CSM, you will be responsible for accurate revenue and renewal forecasting, designing and implementing strategic account plans, and identifying opportunities to expand the customers suite of Attentive products to satisfy their goals.

You will have the latitude and autonomy to navigate the technical and strategic aspects of your relationship with the client and be trusted to represent Attentive at in-person meetings and functions, happy hours, and events.

Why Attentive needs you
Gain the confidence of and cement relationships with customers 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 customers interactions
Regularly lead and present at customer 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 customers to probe what new products they are interested in and what integrations they might need, and translate customer feedback into specific product requirements
About you
5+ years of CS or Account Management experience required preferably at a marketing/software company
Strong understanding of growth and retention techniques and strategies
Previously have worked closely with engineering and product teams to define requirement 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