Customer Success Manager - USA

Why should you join S2W Media?

S2W Media was founded in 2012 as a global B2B tech demand generation company. Over the past decade, we have rapidly grown to become one of the fastest-growing companies recognized alongside Fortune 500 innovators in the industry. For the past 8 years, S2W Media has strengthened its position as a trusted, valuable, and key resource for driving measurable growth. 

Join our winning team to grow your skills and thrive in a culture built for success.

The Role

S2W’s Customer Success Managers (CSMs) work with our largest and most complex customers to help them realise the full value of their investment and transform their approach to full-funnel brand-to-revenue generation programs. Our CSMs engage customers to unlock early and sustained outcomes by delivering methodologies that drive adoption of our products, solution expansion, and long-term growth.

As a CSM, you’ll build strong relationships with our most important customers, and lead them through their entire S2W Media customer journey. You’ll be equipped to guide customers over their hurdles, delivering value realisation through proactive and digital customer engagement and best practices.

You’ll work with a variety of customer profiles including C-Level contacts, executives, marketing and demand generation leaders, and multi-layered global GTM teams to support the success of their lead-to-revenue performance goals.

You are not afraid to get your hands dirty to deliver projects. You get energised by tackling complex, challenging, often ambiguous problems and driving real impact across both customer and internal stakeholders. You are a talented generalist at home, diving into data for insights, and confident in cross-functional project management with multiple stakeholders.

What you’ll do

• Serve as the single point of customer accountability responsible for orchestration of all campaigns, experiences and guiding the customer and S2W account teams (sales, campaign operations, product) to develop success plans, EBRs, strategic planning sessions, and churn mitigation when necessary.
• Communicate the value of all programs. Be accountable for ensuring all collaborators understand this value so that customers continue to renew.
• Onboard new clients, leading comprehensive discovery sessions to establish clear expectations so programs are launched without friction.
• Partnering with Account Executives on renewals and expansions – this includes taking a proactive approach to upcoming renewals and enabling value-driven programmes early.
• Cultivate and expand long-term customer relationships by being a trusted advisor and expert, ensuring they receive measurable value from our products throughout their lifecycle.
• Be the Voice of the Customer and advocate internally for client needs by gathering actionable feedback and suggesting product or process improvements, often removing roadblocks.
• Ensure client success by monitoring customer health metrics to reduce churn and contraction through early identification, intervention, escalation and mitigation in partnership with your account team.
• Be a full-funnel demand generation expert with your customers, while sharing and scaling these insights to the benefit of the GTM team.

Our ideal candidate

• 3+ years in customer success or other B2B client-facing role, ideally experience within the lead generation industry either on the technology/platform side or competing vendor
• A proven track record of managing a book of business, driving expansion and influencing customer decisions
• Strong domain knowledge of full-funnel demand generation processes or go-to-market strategies
• Excellent strategic and critical thinking capabilities
• Strong problem solving and analytical skills
• Effective time management and ability to prioritise workload
• Confidence in synthesizing data from multiple sources to inform decision making
• A proactive, self-starting attitude and high level of initiative
• Excellent active listening skills and desire to understand
• High emotional intelligence and strong empathy for customers
• Ability to build strong and effective relationships
• Excellent written and verbal communications skills, with the ability to tailor messaging to suit different audiences
• Experience establishing yourself as a trusted advisor with customer partners to guide outcomes

‍Contact Person

Rahul HR- 8830456421

Email: rahul.jha@s2wmedia.com