Customer Success Manager

• Drive team in effective and timely implementation of all customer (Pharma and Agency client) engagements.
• Act as a main point of escalation in all matters relating to client/agency program objectives, concerns, and needs.
• Help to guide and develop the professional growth of Account Managers
• Assist in developing and delivering top account Quarterly Business Reviews (QBRs).
• Help the team extract insights and recommendations to highlight opportunities for program optimization.
• Routinely review and provide recommendations on top account monthly program reporting to reinforce program value story and ROI, and to provide insights to help clients achieve business goals.
• Drive lead generation opportunities in collaboration with team and Sales, leveraging program insights and customer feedback to uncover new business opportunities.
• Become proficient in Client Success project management tool used for content development and cross-team communication.
• Monitor for consistent usage by team to ensure accuracy of internal operations dashboard and team KPIs.
• Collaborate with other leaders in Client Success and in GTM Strategy on creating training materials and guides for Client Success.
• Bring voice of the customer feedback to GTM Strategy and Insights, Product Management, Business Intelligence, and Marketing.
• Stay up-to-date with industry trends, digital marketing best practices, and regulatory requirements in the Pharma space

Manager, Client Success

Customer Success Manager – Federal Government

Senior Customer Success Manager – Retail

Head of Customer Success – Onboarding, B2SMB

Strategic Customer Success Manager

Customer Success Manager