Job Description
Manager, Customer Success
Remote
Full Time
Talent Infusion
Experienced
Blavity, Inc. is a venture-funded media and technology company, founded in 2014 around a simple idea: enable Black millennials to tell their own stories. Today, we are home to the largest network of platforms and lifestyle brands serving the multifaceted lives of Black millennials & Gen Z through original content, video, unique experiences, and product solutions. Blavity Inc. has evolved into a market leader for Black media, reaching 250 million users per month through our growing brand portfolio, including Blavity, Blavity360, Shadow & Act, AfroTech & Talent Infusion, 21Ninety, Travel Noire, and Home & Texture. Our Blavity, Inc. employee community is composed of passionate, energetic, and culturally conscious individuals working together to deliver value to each other, the company, and our clients. We are always searching for new additions to our community that will help us continue to scale, contribute meaningfully to our culture, and advance our strategic direction.
Job Summary:
Talent Infusion, a division of Blavity Inc. seeks an Customer Success Manager, who will manage client relationships from initial onboarding and implementation of our SaaS solution, through ongoing operations and renewals. This candidate should have strong skills in customer relationship management and retention, as well as business expansion. This position will help the Talent Infusion Customer Success team outline and track key performance metrics that provide insight to partner health and product revenue.
This position will report into and have oversight from the Associate Director of Customer Success, Talent Infusion
Responsibilities:
- Assist in developing and managing key account relationship processes to achieve monthly, quarterly and annual revenue goals
- Organizing and managing the client onboarding process and providing insights into customer adoption
- Developing cadence and procedures for the customer success team to efficiently communicate updates with partners
- Provide input on development of key performance metrics that help the customer success team be proactive in nurturing partner health
- Provide direction on improving the entire life cycle of the partner journey
- Creating and delivering presentations, including quarterly business reports, that translate Talent Infusions results into coherent and compelling stories that resonate with it’s partners and stakeholders
- Developing long term strategic relationships with key contacts and partners, focused on achieving higher client engagement
- Advocate for Talent Infusion’s partners during internal discussions to ensure high partner satisfaction
- Closely collaborating with the Sales, Business Development, Product, Marketing and Legal teams to find opportunities across the partner organization and key budget owners for scaling impacts for your partners and delivering on their key business needs
- Uncover the underlying business drivers from new partner requests and identify new solutions to improve overall satisfaction by working cross functionally
- Efficiently remedy any utility customer support issues and to proactively collaborate on process optimizations
- Creating and updating support and product materials to assist partners with understanding new product functionality, user process flows, support services and FAQs
Qualifications:
- Education: Preferred BA/BS or relevant work experience
- Required Experience:
- 3-5 years experience managing enterprise level clients or key stakeholders
- Proven track record of success in driving annual revenue growth in a SaaS environment
- Experience with data reporting and insights using CRM tools
- Technologies:
- SalesForce, Asana, Google Suite, Stripe, other CRM solutions
- Additional Qualifications:
- Experience in SaaS or recruiting industry
- Experience managing key or high value account management
- Ability to work independently and manage multiple tasks simultaneously
- Ability to work in a media environment, meet tight deadlines, manage multiple projects simultaneously and adjust as circumstances change.
- Strong ability to manage priorities across multiple stakeholders
- Independent, entrepreneurial self-starter who is comfortable taking on a high level of responsibility
- Excellent written communication skills and naturally detail-oriented, with an intuition to document and communicate findings
- Familiarity with the tech industry and diversity, equity, and inclusion initiatives
- A healthy appreciation of GIFs and Black culture
Details:
- This is a fully remote role, U.S.- based role. Occasional travel may be required.
- Candidates must be authorized to work in the U.S.
- Candidates must be available to work in alignment with the Pacific or Central Time Zones.
- The annual salary range for this role is $70,000 – $80,000.