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.
Who we are
We are looking for a driven candidate to join our Customer Success organization as a Manager, Mid-Market CS Team. You will manage and assist 6-8 individual contributors based on the East Coast as they grow their books of business and develop their CS skills. You will work extremely closely with them to help them meet our customer communication standards and tackle everyday challenges head on.
The role requires you to “get your hands dirty” and embrace the exciting, fast-moving, highly varied, and challenging (in a good way) environment within the Customer Success team. You will work cross-functionally with Account Management, TAM, Implementation, etc. to get answers, solve problems, and keep things moving in the right direction for clients managed by Customer Success Managers on your team. You will work with your team every day to push boundaries, develop strategies, and deliver against the team goals.
Why Attentive needs you
- Manage our Mid-Market Customer Success Managers to help solve clients’ problems with the aim of maximizing net dollar retention, including creating executive relationships with key clients
- Actively assist members of the Mid-Market CS team by providing call and written communication feedback, co-presenting with them, and answering real-time questions
- Hire, onboard, train, mentor, and develop Customer Success Managers and/or supporting Success Team roles
- Drive the adoption of performance marketing best practices within the team in order to drive better customer outcomes
- Collaborate in the identification and execution of strategies for team growth and development, focusing on enhancing skill sets, improving performance, and aligning with Attentive's business objectives
- Implement new processes and operations vital to scaling the team
- Analyze customer data and market trends to inform strategic decisions and improve the customer experience
About you
- At least one to two years of previous experience managing a CS team
- Highly preferred for a candidate to be in ET or CT regions
- Strong commitment to continuous learning and thrives on receiving and implementing feedback
- Excelled in a CS/AM role (preferably at a marketing/software company or startup)
- Strong entrepreneurial mindset: self-motivated to work independently on tight timelines to achieve ambitious goals
- Extremely personable: excited to coach and develop employees internally and work closely with clients externally
- Extremely detail oriented and organized
You'll get competitive perks and benefits, from health & wellness to equity, to help you bring your best self to work.
For US based applicants:
- The US base salary range for this full-time position is $115,000 - 145,000 annually + bonus/commission + equity + benefits
- Our salary ranges are determined by role, level and location
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Attentive Company Values
Default to Action - Move swiftly and with purpose
Be One Unstoppable Team - Rally as each other’s champions
Champion the Customer - Our success is defined by our customers' success
Act Like an Owner - Take responsibility for Attentive’s success
Learn more about
AWAKE, Attentive’s collective of employee resource groups.
If you do not meet all the requirements listed here, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that closely matches your skills and experience.
At Attentive, we know that our Company's strength lies in the diversity of our employees. Attentive is an Equal Opportunity Employer and we welcome applicants from all backgrounds. Our policy is to provide equal employment opportunities for all employees, applicants and covered individuals regardless of protected characteristics. We prioritize and maintain a fair, inclusive and equitable workplace free from discrimination, harassment, and retaliation. Attentive is also committed to providing reasonable accommodations for candidates with disabilities. If you need any assistance or reasonable accommodations, please let your recruiter know.
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Last updated on Sep 11, 2024