Customer Success Manager
Remote - US
Revenue – Client Success /
Full-time /
Remote
About Knotch
Knotch is a Content Intelligence Platform that enables brands to drive business growth through content. We build products for people who use content to drive performance. We also offer Strategic Consulting services which enable brands to achieve new levels of efficiency and effectiveness through ongoing and ad hoc support. Knotch gives marketers a holistic view of content’s performance and provides insights and actions that drive performance and increase efficiency.
The Customer Success Manager Role
As Knotch’s Customer Success Manager, you will be looked upon as a trusted advisor to your enterprise clients, leading them to success throughout their partnership with Knotch. You will deliver value and help customers achieve business outcomes through content intelligence. Your strong work ethic, communication, and analytical skills are key traits that will help you succeed in this role.
Our CSMs take our customer relationships seriously and serve them beyond implementation and support: we understand their strategic vision for their content and enable them to use insights to drive business outcomes. Success starts with meeting our customers where they are, and applying our tried and true onboarding and adoption approach using change management methodologies. Along the way, we believe it’s important to gain trust and confidence by building impactful relationships, maintained through the transparent analysis and data connections our CSMs provide to their book of business.
This role is not for the data-shy or reporting-averse. If you love data analysis and data-driven decision-making, you'll thrive here!
Please note, we are a remote first company and employees can work anywhere in the United States (but bonus points for PDT)!
How you’ll add value at Knotch:
- Be the go to resource to our customers. Build strong customer relationships and partner with them to help them achieve their desired outcomes with content.
- Actively build, own and develop relationships with Fortune 1000 brands.
- Establish customers’ key objectives and KPI framework for measuring success, deriving meaningful value from the platform, and achieving outcomes.
- Provide your customers with actionable recommendations using content insights to optimize towards their desired outcomes.
- Implement customer engagement strategies, consistent executive business reviews, monthly health checks, and on-demand support.
- Leverage your understanding of the customer to identify expansion opportunities & churn risks.
- Assist the Accounts team in increasing customer retention, and identifying growth opportunities, managing handoffs at key points in the customer lifecycle.
- Become a Knotch product expert and trusted advisor to customers.
Within your first 60 days, you will:
- Become familiar with all Knotch teams by receiving extensive training on how the Customer Success team works cross-functionally.
- Be thoroughly trained on Knotch’s product suite, making your way to become a true product expert.
- Shadow other CSMs and become familiar with how we work with clients on a day-to-day basis.
- Take full ownership of your book of accounts and begin forming strong relationships with day-to-day clients and key stakeholders.
- Build and deliver strategic presentations for your clients in the form of monthly or quarterly reports or Executive Business Reviews (EBRs).
- With your book of accounts, have defined their desired business outcomes and started planning to align their content strategies with measurable Goals and KPIs.
You’ll be successful here if you:
- Have 7+ years of client success or account management experience at a software company or marketing agency.
- Have successfully delivered high touch, premium service to F1000 companies.
- Are able to have a business conversation with your customers about how their content connects to their business goals.
- Bring deep data & analytics experience (because we crunch numbers and find insights daily!).
- Are adept at utilizing the many features of Excel/Google Sheets and Powerpoint/Google Slides to analyze data and present insights through a well crafted narrative.
- Can navigate multiple priorities both client-facing and internal.
- Harness an appreciation for finding a balance between the needs of a client and that of the business you support.
- Are highly motivated, can carry a heavy workload, and prove your trustworthiness through meeting deadlines.
- Enjoy taking on responsibilities & special projects “beyond the role".
- Proven ability to thrive in a fast-paced, sometimes chaotic and dynamic startup environment, with the agility to adapt to rapidly changing demands and evolving market needs.
We also appreciate (but don’t require):
- Additional years of experience in data analysis and/or content strategy.
- Background in a marketing/advertising technology or a marketing agency environment (this experience is helpful because you’d have the exposure to similar work, terminology, contacts, and material that we encounter here at Knotch).
- If you can prove your healthy track record of helping to expand existing accounts.
Salary Range:
- $80,000-$150,000 OTE. Final salary will be based on experience. Other great benefits include medical, dental and vision insurance eligibility, a 401(k) plan, unlimited PTO and 10+ company-paid holidays, a daily company break, and a wellness allowance, just to name a few!
We are an equal opportunity employer committed to fostering a diverse, equitable, and inclusive workplace. We strive to provide equal opportunities in all aspects of employment, including recruitment, hiring, compensation, training, promotion, and employee experience, without regard to race, color, religion, national origin, sex (including pregnancy, childbirth, and related medical conditions), age, disability, genetic information, marital status, sexual orientation, gender identity, or any other legally protected characteristic. We do not tolerate any form of discrimination, harassment, or retaliation. We actively encourage applicants and employees from all backgrounds to bring their authentic selves to work and contribute to creating an environment where everyone feels valued, respected, and empowered to reach their full potential. We welcome honest feedback from all stakeholders to continually improve our diversity, equity, inclusion, and belonging efforts.
