Customer Success Manager
Palm Ventures
full-time
Posted on:
Location Type: Hybrid
Location: Austin • Massachusetts • Texas • United States
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Salary
💰 $130,000 - $170,000 per year
About the role
- Own the customer relationship end-to-end
- Make a positive impact on your customer’s lifecycle marketing programs
- Manage a portfolio of Enterprise and Mid-Market customers ($100k–$500k+ ACV), acting as the primary point of contact and trusted advisor.
- Build strong executive and day-to-day relationships across marketing, product, analytics, and engineering stakeholders.
- Develop, maintain, and execute strategic account plans aligned to customer business goals and Localytics value drivers.
- Help customers deeply understand user behavior and engagement drivers using Localytics analytics.
- Guide customers in designing and executing best-in-class engagement marketing strategies, incorporating both experimentation and optimization tactics, to exceed client KPIs
- Proactively identify risks, usage gaps, and growth opportunities using data and customer signals.
- Connect the dots - and customers - to the right Localytics professional services and solutions architecture projects.
- Own renewals and partner closely with Sales on expansion opportunities by demonstrating value and identifying new use cases.
- Deliver strong logo retention and positive net revenue retention.
- Cultivate customer champions and references; support case studies, reviews, and advocacy programs.
- Partner closely with Product and Engineering to translate customer feedback (stated and unstated) into actionable insights and roadmap input.
- Collaborate with Support, Sales, Marketing, and Product to deliver a seamless customer experience.
- Identify opportunities to improve and document Customer Success processes, playbooks, and best practices.
- Contribute to scalable CS motions through experimentation, feedback, and iteration.
- Maintain accurate account health, activity tracking, and forecasting.
- 100% logo retention across managed accounts
- Positive net revenue retention through renewals and expansion
- High product adoption and customer satisfaction
- Consistent execution of account plans tied to measurable customer outcomes
- Continuous improvement of Localytics’ Customer Success playbooks and processes
Requirements
- Proven success managing and growing Enterprise and/or Mid-Market SaaS customers, ideally in mobile, martech, or data-driven platforms.
- Demonstrated ability to understand customer goals, map solutions, and deliver measurable business impact.
- Strong empathy and a genuine desire to make customers successful.
- High comfort with data analysis, metrics, and storytelling with data.
- Ability to draw insights from customer data and translate them into clear recommendations.
- Strong conceptual understanding of software products and product development lifecycles.
- Excellent written and verbal communication skills; able to distill complex concepts into clear, actionable guidance.
- Confident in engaging with stakeholders from practitioners to executives.
- Strong project management skills; able to own problems end-to-end and drive resolution.
- Comfortable operating in ambiguity and fast-changing environments.
- Eager to learn, iterate, and help build scalable systems from the ground up.
Benefits
- $130k - $170k OTE, commensurate with experience and capabilities
- Competitive equity package in the form of RSUs
- 401k, and competitive health benefits
- This role is based in Austin, TX or Boston, MA metropolitan areas**
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysismetricscustomer engagement strategiesaccount managementSaaSmobile platformsmartechdata-driven platformsproduct development lifecyclecustomer success processes
Soft Skills
empathycommunicationproject managementproblem-solvingstakeholder engagementadaptabilitycollaborationstrategic thinkingcustomer advocacycontinuous improvement