Senior Customer Success Manager, Strategic (East)

Attentive® is the AI-powered mobile marketing platform transforming the way brands personalize consumer engagement. Attentive enables marketers to craft tailored journeys for every subscriber, driving higher recurring revenue and maximizing campaign performance. Activating real-time data from multiple channels and advanced AI, the platform personalizes content, tone, and timing to deliver 1:1 messages that truly resonate.

With a top-rated customer success team recognized on G2, Attentive partners with marketers to provide strategic guidance and optimize SMS and email campaigns. Trusted by leading global brands like Neiman Marcus, Samsung, Wayfair, and Dyson, Attentive ensures enterprise-grade compliance and deliverability, supporting trillions of interactions across more than 70 industries. To learn more or request a demo, visit www.attentive.com or follow us on LinkedIn, X (formerly Twitter), or Instagram.

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!

About the Role

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 clients 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 client 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 customers and be trusted to represent Attentive at in-person meetings and functions, happy hours, and events. 

What You’ll Accomplish

• 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 customer 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

Your Expertise

• 5+ years of CS or Account Management experience required (ideally 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

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 $100,000 - $145,000 base + bonus/commission + equity + benefits

- Equity is a substantial part of the total compensation package

- 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.