M&T Job Posting

As a Customer Success Manager at Mighty & True, your primary focus is on driving customer growth and satisfaction. In this pivotal role, you'll be instrumental in not just maintaining, but significantly expanding our client relationships. Your responsibilities center around developing and implementing strategies that enhance customer experiences and foster long-term loyalty.

Your role is a critical link between our clients and our internal teams, ensuring that customer needs are not only met but exceeded. You'll be actively involved in customer onboarding, project management, and the seamless execution of client projects. A significant part of your job is to identify and capitalize on opportunities for account growth, making you a key player in our business expansion efforts.

The ideal candidate is someone who is not only adept at managing and nurturing client relationships but also possesses a strong acumen for business growth. Your proactive approach and ability to anticipate customer needs will be essential in driving our clients' success and, in turn, our company's growth. This role offers the opportunity to make a substantial impact on our clients' journey with Mighty & True, directly contributing to our reputation as a leader in tech marketing.

‍Strategic Work

• Develop and implement strategies to ensure customer satisfaction and account growth
• Monitor customer feedback and identify opportunities to improve customer experience
• Learn and understand Mighty & True's products and services, processes and policies
• Establish long-term relationships with customers
• Partner with stakeholders to identify and capture new customer opportunities
• Build a pipeline of new projects and grow our relationships consistently quarter over quarter. Meet or exceed quarterly revenue targets

Tactical Work

• Onboard customers both internally and externally and run project timelines from beginning to to end. 
• Work in partnership with project management to set up  internal project management systems and tools to ensure team members understand goals and final outcome. (Asana projects and timelines, dashboard, presentations, process emails, timelines)
• Lead client presentations, take notes, revise timelines and ensure the client and team know their status and next steps.
• Monitor projects for client friction and guide the team to avoid or eliminate it.
• Monitor client satisfaction throughout engagement.
• Document customer success processes and/or update them to continually improve.
• Build and maintain a revenue forecast demonstrating consisten revenue growth on your account quarter over quarter. 
• Assist in the onboarding, training and supporting new customer success personnel. Educate the other departments on your role and where you fit in our organization.

‍Qualifications:

• At least 3-5 years of experience in customer success or account management, preferably within the technology, design, or marketing sectors.
• Deep knowledge of the B2B / tech marketing trends and dynamics, essential for effectively serving and understanding our technology clients.
• Demonstrated ability in expanding client accounts and fostering long-term relationships, crucial for driving business growth.
• Outstanding ability to communicate clearly and effectively with clients and team members, crucial for managing relationships and project coordination.
• Strong capability in developing and implementing growth strategies based on market analysis and customer feedback.
• Comfortable with technology and experienced in managing multiple projects, ensuring efficiency and quality in client deliverables.
• A focus on understanding and meeting client needs, combined with the competence to identify and resolve issues promptly, enhancing customer satisfaction.

Nice to Haves:

• Degree in Business, Marketing, or a related field.
• Experience working in a marketing agency environment.
• Proficiency with marketing technology tools and software, such as CRM systems, data analytics tools, project management software, etc.
• Experience in business development, including pitching and securing new business.
• Knowledge of or experience with no-code and AI-based tools to enhance efficiency.
• Passion for or experience with process improvement and systems building.

We are considering a contractor-to-full time for this role. If transitioned into full-time position, you'll have access to all the perks and benefits of being a Mighty & True employee including those listed below:

• Generous vacation policy
• 4.5 Day Work Weeks
• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• TeleDoc Services
• Vision insurance
• Company-paid training via Skillshare