Customer Success Manager (Remote)

at  Aprimo Marketing Operations UK Ltd

Position Title: Customer Success Manager
Location: Virtual, Europe
Employment Type: Full-Time
Onsite, Remote or Hybrid: Remote
Department: Customer Experience
Hiring Manager: VP Global Customer Success
Travel: Up to 10%

COMPANY SUMMARY:

Here at Aprimo, our mission is to empower the marketing organizations of today to build the brands of tomorrow. Aprimo is a pioneer of the marketing resource and digital asset management space, and we deliver an innovative, industry-leading SaaS solution that changes the way companies like AT&T, National Park Foundation, Laborie, and Bank of America work, create, collaborate, and learn in order to deliver exceptional brand experiences at scale.
Aprimo helps enterprises unleash the power of their content by providing a marketing automation software and digital asset management software that manages the behind-the-scenes activities involved in marketing. Our product allows companies to manage content planning, creation and distribution all in one place, store content and media in a shared repository, and receive in-depth insights into how content performs.
Founded in 1998, Aprimo has five offices internationally, including Chicago headquarters. In Europe, we have offices in Belgium, Netherlands and the UK. Aprimo offers a flexible work-from-home/remote-work policy.
Named a Leader in Digital Asset Management (DAM) and Marketing Resource Management by Forrester and winner of the 2021 Tech Cares Award for our work with Aprimo HELPS, we build on the power of our people to make an impact both in our industry and in our communities.

POSITION SUMMARY:

As an Enterprise Customer Success Manager (CSM) at our SaaS company, you will play a vital role in ensuring our customers succeed and derive maximum value from our product. You will guide customers through their entire journey, from onboarding to adoption and value realization phases. By understanding their needs, you will act as a trusted advisor, ensuring they fully leverage our platform’s capabilities to meet their marketing objectives. Working with 20-30 Enterprise customers across Europe, this is a high energy/high touch role.

PHYSICAL REQUIREMENTS:

• Must be able to remain in stationary position, often standing or sitting for prolonged periods and performing sedentary work that primarily involves sitting/standing
• Must be able to move about to accomplish tasks or moving from one worksite to another
• Must be able to perform light physical work that includes lifting or moving objects up to 20 lbs. or medium work that includes moving objects up to 50 pounds on occasion
• Must be able to communicate with others to exchange information, including conveying detailed or important spoken instructions to others accurately, loudly, or quickly
• Must possess the ability to receive detailed information through oral communication at normal speaking levels
• Must be able to repeat motions that may include the wrists, hands and/or fingers (i.e., repeated typing, etc.)
• The worker is required to have close visual awareness to perform an activity and to assess the accuracy, neatness and thoroughness of the work assigned, such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.
• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, etc.
• Due to the nature of the customer base, spoken/written English as a First language (or a superior Second language) is essential to be successful in this role.

WHAT YOU WILL BE RESPONSIBLE FOR:

• Onboarding Phase:
• Work closely with the Onboarding Specialist and lead the onboarding process for new customers, ensuring our platform’s smooth and efficient implementation into their marketing ecosystem.
• Work closely with the Account Executive (AE) to ensure a seamless handoff from the sales process to post-sales onboarding.
• Adoption Phase:
• Monitor and analyze customer usage patterns and behavior to identify increased adoption and engagement opportunities with our product.
• Proactively provide guidance and support to customers to drive adoption and help them integrate our solution into their marketing strategies.
• Value Realization Phase:
• Collaborate with customers to understand their business goals and provide strategic insights to help them achieve measurable results using our product.
• Conduct regular business reviews with key stakeholders, highlighting the value and ROI delivered by our solution.
• Additional responsibilities and duties as required

CANDIDATE QUALIFICATIONS & WHY YOU’RE A GREAT FIT FOR THE ROLE:

• Bachelor’s Degree
• Minimum of 3-5 years’ demonstrable experience in a CSM role in a B2B SaaS Company.
• Excellent communication and interpersonal skills to build strong relationships with customers.
• Solid understanding of marketing technology and SaaS products.
• Experience with DAM (Digital Asset Management) solutions would be ideal.
• Analytical mindset to interpret data and provide actionable insights.
• Customer-focused approach with the ability to empathize and address customer concerns.
• Project management skills to handle multiple customer accounts efficiently.