Marigold

Customer Success Manager

• Responsible for the management of a portfolio of customer accounts to foster long-term business relationships.
• You’ll be their trusted advisor to fully understand their needs, drive and articulate value, and find ways to solve or simplify any pain points.
• Own renewals and upsell opportunities, managing commercial discussions and forecasting against a revenue number.
• You’ll be measured on commercial performance on your assigned customer portfolio.
• You’ll build excellent relationships with your clients, understand their strategic goals, and develop plans to achieve those goals.
• You need to make sure our clients get as much as they can out of the system.
• You should be helping them to achieve their goals.
• You’ll give them best practice advice, ideas, training, suggestions on how to use the system, and introduce them to new features they may not be using.
• You’ll be working closely with other internal teams such as Support, Development, and Implementation teams to deal with critical customer issues.
• You’ll be monitoring the client’s health and anticipating and pre-empting problems and opportunities, documenting the relevant details in internal systems such as CRM.
• You’ll also be identifying incremental revenue opportunities.
• You’ll lead the customer renewal process end-to-end, negotiating pricing and organising reviews and approvals with the relevant internal teams such as Finance and Legal.

Senior Customer Success Manager

• Responsible for the management of a portfolio of client accounts to foster long-term business relationships
• Deliver a proactive customer contact strategy to drive renewals, product adoption, training, and revenue growth
• Increase customer satisfaction by understanding business needs and providing additional Marigold solutions and ROI
• Proactively provide strategic recommendations to help customers optimize their product use and digital marketing metrics
• Maintain a high level of visibility with customers, through strategic meetings, customer marketing stories, executive touchpoints, etc.
• Act as an escalation point to drive resolution in a timely, proactive manner
• Identify at-risk renewals and deliver on customer remediation plans
• Monitor customer health to track usage and customer satisfaction
• Forecast retention, renewal, and status for assigned accounts
• Become the customer advocate to drive cross-functional teams across development, product management, and support

Account Manager

• Establish and exceed partner sales targets by developing and executing strategic channel growth plans.
• Build and lead strong partner relationships by defining mutual value propositions, creating joint business plans, and driving shared success.
• Collaborate cross-functionally with Sales, Marketing, Operations, and Product teams to align strategies and deliver on revenue goals.
• Implement scalable tools, programs, and processes for effective partner onboarding, enablement, and demand generation.
• Translate product features into tangible business value for partners, helping them craft compelling solutions for their customers.
• Actively contribute to channel leadership discussions, shaping and executing the overall partner growth strategy.

Partnership Manager

Product Manager

• Analyze customer behavior across the full lifecycle to identify friction points and opportunities that drive activation, adoption, and retention.
• Design, run, and evaluate experiments (including A/B tests) to improve onboarding, engagement, and time to value.
• Partner closely with Product, Marketing, and Customer Success to test and scale in-app experiences that improve customer outcomes.
• Optimize onboarding journeys to ensure customers quickly understand and realize the value of Emma’s core features.
• Identify opportunities to increase customer lifetime value through improved engagement, feature utilization, and upsell readiness.
• Support customer-facing initiatives such as webinars, feature walkthroughs, and product communications to drive adoption and awareness.

Senior Customer Success Manager

Customer Success Manager

Partnership Manager

Growth Product Manager