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We’re looking for awesome people to help move our company forward. We enjoy our weekly happy hours together, encourage bringing pets to the office, and generally having a good time while we work. If you want to join a startup that is growing quickly, but still small enough that your work and personality will have a strong impact, don’t be shy, apply below or send your CV to hr@brandtotal.com.

BrandTotal is an equal opportunity employer, and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or genetic information.

Global Head of Customer Success

NEW YORK

BrandTotal is the industry-leading solution for real-time competitive intelligence across social and digital channels, working with enterprise brands across all verticals.  Our Customer Success organization is key to helping establish and grow long-term partnerships with our client base, owning every aspect of the post-sales relationship from onboarding through renewal and growth.  Key responsibilities include sharing best practices, promoting feature adoption, and generating strategic insights to help drive customer business outcomes.

Our current team consists of experienced media and SaaS professionals based in our NYC and Tel Aviv offices who serve our US and EMEA client base.  We’re looking for a seasoned leader to join and manage the Customer Success team who has extensive experience in media and marketing technologies.

You’ll directly manage the full team who serve as the daily points of contacts for our customers, while also helping drive the strategic direction of the product to align with evolving industry needs.  In your role, you’ll work closely with not only your team, but all department heads (Sales, Marketing, Product, Operations) and the founding C-suite, all while owning responsibility for revenue retention and growth. .  

Responsibilities

  • Recruit, hire, train and lead team of Customer Success Managers and Directors in NYC and Tel Aviv.
  • Provide executive sponsorship and support to key accounts in terms of stakeholder check-ins, business review participation, and strategic guidance.
  • Maintain an open dialogue with existing team members to continually improve customer experience and create process efficiencies.
  • Help team understand each customer’s organization and processes to maximize the value BrandTotal brings to them, as well as strategize for revenue retention/growth.
  • Create, nurture and drive internal initiatives to promote product adoption and customer satisfaction.
  • Fully own and oversee the Customer Success implementation phase, from customer on-boarding and training, through continued support.
  • Participate in the sales lifecycle - bringing customer experience, use cases and insights to prospects - in collaboration with the Sales team.
  • Serve as primary point of contact and communication to the product development team while working to help plan and prioritize new features aligned with customer and industry demands.

Qualifications

  • 8+ years customer success / account management experience, with at least 3 years in a management role
  • Excellent communication skills, both internally and in managing long-term customer relationships
  • Strong and proven command of digital marketing, with a concentration in social and display media
  • Technical knowledge of how SaaS platforms operate and are managed from a client retention perspective  
  • Experience in building trust and rapport with internal and external stakeholders, especially at the VP and Executive-level.
  • Excellent writing, communication and presentation skills.  
  • Bachelor's degree required, Masters or MBA a plus.
  • Ability to travel up to 30%


There are currently no positions advertised in this location.

However, we are always excited to meet energetic and talented people who would like to join us at BrandTotal!

If you are interested in joining us in our martech adventure, please send your CV and cover letter to: hr@brandtotal.com

There are currently no positions advertised in this location.

However, we are always excited to meet energetic and talented people who would like to join us at BrandTotal!

If you are interested in joining us in our martech adventure, please send your CV and cover letter to: hr@brandtotal.com