Customer Success Manager, Enterprise (West Coast)

Attentive® is the AI marketing platform for 1:1 personalization redefining the way brands and people connect. We’re the only marketing platform that combines powerful technology with human expertise to build authentic customer relationships. By unifying SMS, RCS, email, and push notifications, our AI-powered personalization engine delivers bespoke experiences that drive performance, revenue, and loyalty through real-time behavioral insights.   Recognized as the #1 provider in SMS Marketing by G2, Attentive partners with more than 8,000 customers across 70+ industries. Leading global brands like Crate and Barrel, Urban Outfitters, and Carter’s work with us to enable billions of interactions that power tens of billions in revenue for our customers.   With a distributed global workforce and employee hubs in New York City, San Francisco, London, and Sydney, Attentive’s team has been consistently recognized for its performance and culture. We’re proud to be included in Deloitte’s Fast 500 (four years running!), LinkedIn’s Top Startups, Forbes’ Cloud 100 (five years running!), Inc.’s Best Workplaces, and the Human Rights Campaign Foundation's Corporate Equality Index!

About the Role

You will take ownership of relationships with our Enterprise customers and lead their program strategy in a consultative and data-driven fashion. Your core responsibility will be working with customers as a trusted consultant and to own customer relationships completely - advising on marketing strategy, best practices and feature functionality. 

You will work in close coordination with Sales, Solutions Architects, and Account Managers to provide maximum value for your customers, while retaining and growing revenue for Attentive. You will be responsible for accurate revenue and renewal forecasting, understanding customers goals and implementing tailored success plans, driving executive-level relationships, and identifying opportunities to expand the customers suite of Attentive products to satisfy their goals.

What You’ll Accomplish

• Gain the confidence of and cement relationships with customers throughout the entire lifecycle of the account including: goal-setting, value delivery, account growth, new product adoption, and renewals
• Work independently to deliver a “consultant” perspective in all customer interactions - creating customized success plans based on customers' goals and challenges
• Develop and maintain a deep understanding of our products and the broader marketing landscape - staying up to date on industry trends and best practices
• Regularly lead and present at customer meetings, both in-person and over video conference
• Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies
• Lead discussions with customers to probe what new products they are interested in and what integrations they might need, and translate customer feedback into specific product requirements
• Contribute to the continued development and improvement of the Attentive Customer experience

Your Expertise

• Background in SMS and email marketing
• Experience owning the contract negotiation of enterprise renewals
• Strong understanding of growth and retention techniques and strategies
• Demonstrate success in managing complex strategic-level customer relationships, driving customer retention and expansion
• Solutions-oriented mindset with excellent problem solving and analytical skills
• Experience navigating complex work processes, tight timelines, and changing teams
• Extremely detail oriented and organized - excellent communication skills and the ability to build trust, strong relationships and influence across an organization 
• Experience in Salesforce or related CRM tools, and Customer Service Software like Catalyst or related tools 
• Comfortable learning new software (for design, data management, and internal tools)
• Open to client travel as needed

You'll get competitive perks and benefits, from health & wellness to equity, to help you bring your best self to work.

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For US based applicants:

• The US base salary range for this full-time position is $90,000 - $115,000 annually + commission + equity + benefits
• Our salary ranges are determined by role, level and location

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