Senior Customer Success Manager

at  CrowdRiff

WHAT’S CROWDRIFF?

Good visuals are appealing to the eye, but great visuals tell stories that reignite your desire to discover, spark your creative imagination and even influence what we buy, eat, and do. That’s why CrowdRiff exists: to empower destination marketers to showcase their unique destinations through powerful visual storytelling solutions.
✨ CrowdRiff is built around the idea of pushing the boundaries of exploration; and our dedication to finding experiences that feel more authentic and undiscovered make us who we are. We like to think of ourselves as modern-day explorers, who believe in taking action now and thrive in an open, challenging, and encouraging environment.
Our team is a quirky and diverse crew that has one thing in common: our love for great visuals. Picture this. You will contribute to amplifying unique travel experiences like scuba diving in Tahiti , exploring Napa’s wine country, bungee jumping in Queenstown and much more while having access to some of our amazing travel perks that allow you to immerse yourselves in local communities and culture.
At CrowdRiff, you have the freedom, autonomy, and resources to set the course of your own future along with an incredible crew. We understand that to feel empowered and to keep forging new paths professionally and personally, we need to pull out all the stops. That’s why we take a proactive approach and set not only professional but also personal goals for all CrowdRiffers. To make this possible, we offer opportunities related to training, tuition, conferences, workshops, or anything else that will help you achieve your goals under our ‘DevDollars’ program.
Every day, we work across departments, time zones, and even oceans to reach our goals and delight our customers - all while being remote. If you are looking to make travel an incredible experience today, and for future generations, and are passionate about visuals & tech, you’re just our type.

YOUR ROLE: SENIOR CUSTOMER SUCCESS MANAGER

As a Senior Customer Success Manager, you will be the primary point of contact for our clients, ensuring they receive exceptional service and support. You will work closely with our clients to understand their needs, help them achieve their business goals, and maximize the value they receive from our products. Your role is pivotal in partnering with peers and senior leaders in building strategies around driving customer satisfaction, retention, and growth.

WHAT YOU’LL DO:

• Proactively manage your book of business by identifying at-risk accounts, and expanding reach-out in their organizations with a focus on expansion to compensate for losses due to churn or contraction
• Run structured and effective EBRs with your clients on schedule with a focus on uncovering new value and potential expansion
• Proactively anticipate and then lead and direct conversations around complex problems, goals, tradeoffs, and ideas
• Able to have increasingly complex conversations around client’s business, organization, financial challenges, desired outcomes, etc with senior members of the client team
• Actively contribute to team growth (e.g. helping more junior team members, suggesting improvements to processes, resources, etc) and own part or all of team projects/NCTs/deliverables
• Develop account strategy to address cancellation scenarios
• Leads cross-team strategy execution to save at-risk customers
• Be seen as a trusted advisor to our clients