Senior Customer Success Manager

New York

About Our Senior Customer Success Manager

Dynamic Yield is on the lookout for an experienced “dynamic” Senior Customer Success Manager. This role sits at a critical juncture between our sophisticated software and client success. Customer Success Managers facilitate customer understanding and implementation of Dynamic Yield products to maximize business value. This is a role for someone who understands the ins and outs of technical data, but who also possesses a knack for synthesizing mountains of information and making it relevant to customers’ business needs.

The Customer Success Manager assists with project delivery, clarification and explanation of Dynamic Yield products. They distill complex data into meaningful and actionable information. Program management is critical to  Customer Success Managers, as they must connect across internal teams, third-party vendors, and client stakeholders to facilitate business value. Problem solvers, critical thinkers, and top-notch communicators are primed for success in this role.

The Task-at-Hand:

  • Demonstrate Dynamic Yield’s value to our most important enterprise clients
  • Evangelize the adoption of Dynamic Yield products, and achieve a high degree of customer satisfaction
  • Utilize program management skills to drive all aspects of project planning, governance and onboarding including detailed deployment timelines, deliverable definitions, status communications, project success criteria, and issue mitigation and resolution
  • Analyze customer data in concert with Dynamic Yield’s data analysis team to extract actionable insights and demonstrate Dynamic Yield’s value to the customer
  • Partner with Dynamic Yield’s data analysis, engineering, and product development teams to produce business value and coordinate tasks
  • Review overall project status with clients on a regular basis, usually in the form of conference calls, web presentations and/or onsite meetings as required (travel may be required)
  • Deliver projects on-time and on-budget while communicating and resolving issues in a clear and professional manner, and serving as the primary point of contact to the client during project implementation
  • Communicate project status and issues internally across multiple organizational levels
  • Own outcomes including risk management and mitigation, and client value realization

Optimal Skills for Success:

  • 5+ years of customer success/services/consulting experience, preferably with enterprise customers
  • At least 2 years of experience presenting to C-level executives as a vendor representative
  • Prior project management or customer success experience preferably at a SaaS company dealing with large and/or enterprise customers
  • Expertise in Personalization, Optimization, A/B Testing, CRO, CRM, Recommendations or Segmentation
  • Ability to understand complex technology and explain it simply
  • Understand how to manipulate, analyze and interpret data
  • Expert level in Excel/Google Sheets
  • Experience or familiarity with project management software
  • Ability to multitask, prioritize and handle issues/escalations under pressure
  • Ability to work well either independently or with cross-functional teams, at multiple organizational levels
  • Must be fluent in English
  • Bonus: Tableau (or other BI tool), SQL, and/or data analysis experience

We don’t skimp on the perks

We invest in our team, making sure everyone is taken care of – from mental and physical health and wellness to ensuring a healthy work-life balance. Here’s a few of our favorites ;)

  • Employee wellness programs
  • Learning and development programs
  • Equipment stipends to comfortably work from home
  • Hybrid work model
  • Generous paid time off

At Dynamic Yield, our strength lies in our talent. Some of the world’s biggest brands rely on our innovation-led team to empower them to build transformative customer experiences. That’s why we’ve built a globally-recognized, people-centric, award-winning company. And with teams across six countries collaborating to build best-in-class technology, we’re looking for exceptional talent that is ready to be part of something great.

Dynamic Yield is an environment that welcomes all races, sexual orientations, ethnic and cultural backgrounds. As an Equal Opportunity employer, we strive to build a workplace that caters to all personality types.

Apply for this job

Senior Customer Success Manager - New York - 3442913