Senior Customer Success Manager

Hurry up! We’ve got a dream to build!
Hybrid role - Mexico City

BlueConic is an international, high-growth SaaS company in the martech space. Built and supported by teams across the United States and around the globe, our industry-first customer data operating system empowers marketing and growth doers with an unmatched range of capabilities to access relevant customer data, create resonant customer experiences, and drive maximum returns for their business.

In this role you will support BlueConic Experiences, powered by Jebbit. Experiences by Jebbit enables marketers to create quick-start, high impact digital experiences to collect the exclusively-consented first-party data they need while delivering value that consumers want, building trusted, authentic relationships between customers and brands.

If you love happy customers as much as you love data and development, you’re going to be a great Senior Customer Success Manager and we need you to come help guide our marketer customers on their BlueConic Experiences journey, from ensuring a successful and inspiring onboarding through to iterative, innovative success for our clients. In addition to ensuring successful implementation of our platform, Customer Success drives value-focused utilization of our platform, as there are many ways to help our customers collect and use first party data to improve outcomes for their organization.

Employing a differentiated approach characterized by Expertise, Partnership, and Empathy, you will work with key customer decision makers to develop a shared success plan and strategy, to drive clear value across the Lifecycle, to run effective progress calls and QBRs, and to ultimately support the customer’s success. 

In this role you will:

• Guide customers through onboarding, which includes defining and setting up initial experiences.
• Understand customer goals and apply this knowledge to inform and lead success planning, use case planning and roadmapping, and account strategy discussions.
• Collaborate with the customer to understand and refine their Experiences strategy by introducing new use cases that help to uncover partnership growth opportunities.
• Drive solution adoption by providing BlueConic Experiences best practices and solution usage maturity benchmarks, diagnosing barriers to adoption, and helping the customer address any obstacles proactively.
• Build and sustain relationships characterized by expertise, partnership, and empathy with stakeholders and decision makers on your assigned accounts.
• Create content and present QBRs that highlight the customers use cases, the associated KPIs, and the ROI of both the BlueConic Experiences platform and the partnership with our team.
• Identify risks to renewals with our customers on an ongoing basis and collaborate with internal teams to remediate customer concerns and develop success plans to mitigate escalations.
• Identify upsell and cross-sell opportunities, and partner with Account Management to support those opportunities.
• Manage multiple ongoing projects at varying stages.
• Solicit customer feedback on product features and capabilities.
• Manage internal communications to enable high quality value creation (support, onboarding, professional services, sales, product, marketing).

You have:

• At least 5+ years working in a customer-facing role, such as solutions consultant, customer success, or similar—ideally with marketers and for a SaaS-based platform
• Communication: Clear and articulate communication skills with the ability to effectively communicate BlueConic’s operational and strategic impact across the Path to Value 
• The ability to ensure value is driven in alignment with key business objectives and demonstrated across the right levels of the customer’s organization
• Marketing Savviness: High marketing strategy IQ and the ability to navigate large, complex marketing structures
• A customer obsession with passion around helping companies transform their businesses with a first party data strategy
• Proficiency with and practical knowledge of multiple marketing or data technologies, and the ability to quickly adapt to new martech products
• Problem Solving Skills: Able to clearly identify a problem, propose a solution, and resolve the issue
• Determination: Willing to go the extra mile with a strong work ethic; self-directed and resourceful
• Collaboration: You will need to work cross departmentally and be the voice of the customer. It is crucial you can lead others towards a common goal, strategize with senior leadership and build strong relationships with champions in accounts to ensure adoption and success with BlueConic
• Interpersonal skills and strive to maintain relationships with your customers and colleagues. You have a strong presence in meetings, on calls, etc.
• Adaptability: Resilience to thrive amidst the frequent changes of a rapidly growing company

Reasons to join us:

• Help build & support the best martech product ever, period.
• Take advantage of great opportunities for career advancement.
• Empower big name brands to achieve their marketing goals.
• Be a part of a growing, remote-first team with employees based in the Netherlands, the United States, the United Kingdom, Canada, and beyond.
• Thrive in a multi-cultural environment with a values-driven work culture that has been thoughtfully crafted to enable growth and foster inclusion from the very beginning.

About BlueConic:

BlueConic is the operating system that puts data into action for marketing and growth doers. Our vision is one where marketers achieve their long-held, rarely realized ambitions of blending creativity with data, and performance with agility. With BlueConic, this ambition becomes a reality, transforming the relationship between brands and consumers. More than 500 businesses worldwide rely on BlueConic to unlock their full customer data potential, including Forbes, Heineken, Mattel, Michelin, Telia Company, and VF Corp.

As a group, we are driven by “building the dream” - the collective passion, ethic, vision, and set of values channeled by a group to achieve a common goal of being extraordinary. Our goal is for BlueConic to be a fun, productive, welcoming, and safe space where BlueCrew members of all races and ethnicities, gender identities, gender expressions, sexual orientations, physical abilities, neurodivergences, physical appearances, socioeconomic backgrounds, life experiences, nationalities, ages, religions, and beliefs are empowered to be able to make an outsized impact every day – for customers, for partners, for employees.