Tubular and Lineup have partnered with Chartbeat to help you grow reach and revenue for your content.
Chartbeat’s (www.chartbeat.com) mission is to help content creators around the world better connect with their audiences.
In 2023, Chartbeat joined forces with Tubular, the leader in global social video intelligence and measurement, and Lineup Systems, the leading global provider of media sales technology. Together, we’re expanding the ecosystem of insights we provide to enterprise content creators who are developing audiences and revenue streams across channels. We now serve more than 1,000 brands globally, including The New York Times, the BBC, ESPN, Gannett, Vox, BuzzFeed, Paramount, WB, Mediahuis, Hearst, McClatchy, and GQ.
You'll be joining a diverse group of focused, hard-working people who are passionate about doing work that's challenging and fun—and who strive to maintain a healthy work/life balance.
The Customer Success Organization is looking for an exceptional leader who is ready to manage an impressive team of Customer Success Managers and our rapidly growing worldwide customer list. This leader will have an outstanding attention to the customer experience, commitment to company-wide growth goals, and the people leadership skills to mentor high-performing individuals. The Manager, Customer Success will strategically create action and retention plans, manage their team to goals, and operate as a key escalation point internally and externally to prioritize customer demand. It is an exciting time to join Chartbeat, as we bring together the teams and customers of both Chartbeat and Tubular Labs - this new leader will support the net growth of the combined Chartbeat and Tubular Labs’ customer base, and own the retention and net growth of a strategic book of business, with a high focus on cross-sell and upsell.
The Manager, Customer Success will report into the VP of Customer Success and is responsible for leading a team of Customer Success Managers. The Manager, Customer Success will be an expert at strategic account management and forecasting to oversee a large base of customers to ensure timely account renewals, identify possible churns, provide product optimization, and recognize additional services while providing excellent customer and team management.
Responsibilities
- Lead a Customer Success team and drive accountability to company-wide and departmental goals, initiatives, and exceptional attention to best practices and standard operating procedures set by the Vice President, Customer Success
- Take ownership of team-wide projects and partner with peer Managers, Customer Success on leadership initiatives, definition and iterating new processes
- Deeply understand the Chartbeat and Tubular Labs product value proposition, and proactively work internally and externally to support customers meeting their needs with Chartbeat
- Cultivate successful and elevated executive relationships with key stakeholders within the Customer Success team’s customer organizations to ensure optimal engagement within Chartbeat; lead by example through cultivating customer relationships
- Proactively identify macro opportunities for product optimization, and act as a partner to the Product and Engineering leadership to prioritize customer requests and needs
- Accurately forecast renewal activity and lead the Customer Success team to negotiate annual renewals, maintaining a best-in-class Gross Retention Rate
- Proactively flag at-risk accounts within the Customer Success team’s book of business, identify trends in customer buying behaviors, and work closely with the Vice President of Customer Success and other internal stakeholders to deliver Gross and Net Retention results for the assigned book of business and Customer Success team
- Lead strategic account mapping for your assigned book of business, and manage the Customer Success team to maintain and iterate as our customers’ organizations evolve and grow
- Demonstrate sincere curiosity to uncover and understand customer business challenges and a passion to exceed customer expectations via proactive engagement and trainings
- Travel as needed to represent Chartbeat at customer meetings and conferences worldwide
Requirements
- Bachelor’s degree and/or equivalent experience
- 5+ years of B2B relationship management experience
- 3+ years of people management or team leadership
- Experience working with and/or for media organizations a major plus
- Demonstrated experience with consultative relationship building, objection-handling and customer-oriented demo skills, preferably in support of SAAS, cloud, media, marketing or web-analytics platforms
- Recognized by key customers/stakeholders as a digital media and analytics expert who can leverage that knowledge into practical customer solutions
- Ability to work independently and to effectively handle numerous and often simultaneous priorities with stakeholders across all functions of our customer organizations
- Proven results consistently growing and managing a portfolio of enterprise customer relationships
- Strong sense of urgency and resiliency
- Excellent written, persuasive speaking, demoing and contract negotiation skills
- Demonstrated knowledge of CRM (Salesforce) activity, opportunity and pipeline management preferred
- Familiarity with web/media publishing technologies and debugging tools is a major plus
- Demonstrated evidence of multinational experience; multilingual skills preferred including but not limited to Spanish, French, Portuguese, Japanese and German is a plus.
Compensation and Benefits
We are proud to offer our team members a competitive compensation plan that includes:
- Comprehensive Health, Dental, and Vision Insurance
- 401K with company match (100% of the first 3% and 50% of the next 2%)
- Fully Paid Parental Leave - 18 weeks for birthing parents, 12 weeks for non-birthing parents
- Phone and internet stipend
- Wellness, learning, and coworking reimbursements
- Flexible work hours
- Unlimited PTO
- 11 paid holidays and December holiday closure
- Company-wide outings
The salary range for this position is $150,000-$170,000 base plus variable compensation.
Diversity, Equity, and Inclusion Statement
At Chartbeat we strive to create and continually grow as a company where all employees are able to be their authentic selves. We are committed to recruiting, hiring, and retaining employees from different backgrounds, viewpoints, and experiences. Our strength is our diversity and we are dedicated to continuously reflect upon, and evolve our efforts to maintain a diverse, equitable and inclusive ecosystem.
Equal Opportunity Employment Statement
Chartbeat is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.
Chartbeat's CCPA disclosure notice can be found here.
What We Do
Improve audience engagement, inform editorial decisions, and increase readership. Chartbeat delivers real-time analytics, content intelligence, and transformative newsroom tools for digital media and publishing companies around the world.
We believe that today’s content creators need mission-critical insights – in real time and across desktop, social, and mobile platforms – to build a loyal audience. That’s why our software goes beyond clicks and pageviews so content creators can understand what, within their content, is keeping people engaged. Partnering with over 60,000 media brands across 60+ countries, Chartbeat’s tools help the world’s leading media companies understand, measure, and build business value from the attention earned by their content.
We're constantly on the lookout for talented and energetic folks to join our Chartteam in our growing-every-second Manhattan office.
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