Senior Client Success Manager

| Santa Monica

Be part of the local marketing revolution - join MomentFeed!

MomentFeed is the leader in enterprise, software-as-a-service (SaaS) localized marketing solutions. Our digital marketing platform connects brands and consumers at the local level. The platform empowers global brands to capture local audiences, engage with consumers in authentic and locally relevant ways, and measure campaign performance down to the point of sale. MomentFeed helps marketers succeed in the mobile era by unifying Facebook, Foursquare, Google, Instagram, Twitter, Yelp and other social platforms for efficient management across all business locations. 

In a SaaS company, client retention is paramount to success. Our Client Success Services team’s primary objective is high client satisfaction and retention. We work closely with our clients to ensure they realize material value from their investment in MomentFeed’s solutions and look for opportunities to drive greater client adoption and expand our footprint.

If you want to be an integral part of a rapidly growing, cutting-edge technology company with venture capital backing and huge growth potential that believes in taking risks and that revolutionary ideas can come from anywhere and anyone, MomentFeed may be a fit for you.

RESPONSIBILITIES:
As a Client Success Manager, you have ultimate responsibility for a client's renewal, expansion of the platform and overall client satisfaction. You promote maximum value from their investment in MomentFeed, aiming for maximum adoption and utilization of features, identifying new opportunities, and collaborating with sales teams to ensure growth attainment and increased footprint. This includes the following:

  • Establish a trusted advisor relationship that works to ensure client’s overall satisfaction with our product and services.
  • Build, maintain and execute on account plans for each assigned account.
  • Uncover and mitigate risks that threaten your client's growth, satisfaction, or renewal; create and execute risk mitigation plans.
  • Own all primary client communication and resolve escalations.
  • Identify and map the client organization structure with ability to bridge turnover at any level of the organization
  • Drive, negotiate, and close renewal business
  • Coach customers to ensure they are leveraging all available MomentFeed resources such as Training, Communities (coming soon), webinars, Knowledge Base, etc..
  • Effectively network within client accounts from the C-Level down in order to achieve client goals and success metrics for MomentFeed.
  • Conduct Executive Business Reviews with clients
  • Monitor and facilitate client adoption of our solution features and functionality while providing MomentFeed with an understanding of clients’ overall business needs, priorities as they relate to our products and services
  • Act as a liaison between product management and clients with a focus on communicating the MomentFeed roadmap and how the roadmap will influence client activities

Required Skills / Experience

  • 5+ years of professional experience with at least 3 years of experience in SaaS/enterprise software Account Management, Customer Success or Client Services managing mid-size to large enterprise portfolios of recurring revenue
  • Successful track record of renewal ownership
  • Digital Marketing industry experience and knowledge
  • Experience with Customer Success systems such as Gainsight preferred
  • Exposure to B2B SaaS models from the vendor side, including commercial contracts
  • Experience working with distributed, co-located teams required
  • Excellent verbal and written communication and in-person and virtual presentation skills
  • Ability to work independently and to collaborate effectively across functions (e.g., sales, professional services, product management)
  • Some experience in up-selling/cross-selling and negotiating commercial contracts
  • Consulting experience either as an internal consultant or with a consulting/software company a plus
  • Bachelor degree required, at a minimum (business or technical degree preferred); MBA a plus
  • Ability to travel up to 25% domestically and internationally
  • Passion for technology and for being a part of a fast-growing SaaS company

Our Values

MomentFeed operates on four core values: Excellence, Partnership, Innovation and Authenticity. We aspire to achieve absolute excellence in everything that we do. We have the utmost respect and appreciation for all of our partners and clients. We are a company of innovators and are open, genuine, and authentic in how we interact with our colleagues, partners and stakeholders. All of these values are centered on driving the success of our clients and the happiness of our employees.

MomentFeed is proud to be an equal opportunity workplace. Individuals seeking employment at MomentFeed are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us. 

 

Read Full Job Description

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • jQuery UILibraries
    • AngularJSFrameworks
    • MongoDBDatabases

Location

Around the corner from Santa Monica Pier, we're walking distance from 3rd Street Promenade and directly in front of a Metro Expo Line station.

What are MomentFeed Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

Casual, Open Office Environment. A Macbook and stock options for everyone. Company sponsored wellness and Yoga. Employees who live and breathe the company values - Authenticity, Excellence, Innovation, and Partnership.

More Jobs at MomentFeed6 open jobs
All Jobs
Data + Analytics
Dev + Engineer
Marketing
Operations
Sales
Developer
new
Santa Monica
Marketing
new
Santa Monica
Operations
new
Santa Monica
Data + Analytics
new
Santa Monica
Developer
new
Santa Monica
Sales
new
Santa Monica