Customer Success Manager, Creative Enablement

New York, United States | Customer Success | Full-time | Fully remote

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Celtra is hiring for a Customer Success Manager to assist and grow our enterprise, tech platform and publisher business channels. In this role you will work with clients from all sectors and across industries, and you will be responsible for owning all stages of the customer lifecycle including onboarding, adoption, and renewals.

As a CSM you will define and demonstrate how Celtra’s Creative Enablement (CE) product can solve for enterprise-grade creative production and dynamic marketing challenges across digital advertising.

Reporting to the Director of Customer Success, this role will partner closely with the rest of the Customer Success team including the Solutions and Support team as well as Product and Engineering. You will begin by supporting the Director of Customer Success with enterprise-level clients, while over time taking on and managing your own book of business.

You will act as a trusted advisor to customers and internal teams alike, organising and distilling Celtra knowledge in a format customers can replicate it. You will also act as a key conduit between your clients and our engineers and product teams to help shape the future of product innovation.

You will need to demonstrate a deep understanding of your clients’ needs, while working consultatively to build relationships that deliver value on both sides. A fast learner with an entrepreneurial mindset, who is excited to work in a fast-paced environment where their decisions can make a significant impact will excel in this role.

This is a client-facing role and requires high-quality human interaction skills as well as polished written English communication. This role is based in the NA region and may require travel.

Responsibilities

  • Develop customer relationships enabling platform adoption and growth ensuring customers achieve full business value.
  • Partner with the internal Celtra team members (Product Management, Engineering, Solutions) to align the company’s activities with the customer's business case and strategy. Advocate on behalf of the customer and collect feedback to drive continuous improvement across all areas including product
  • Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ needs. Own and manage customer escalation situations at Senior level.
  • Help clients to establish new workflows & institute behavioral changes (old way vs new way) in collaboration with solution consultants
  • Maintain a strong knowledge of Celtra products and value proposition for enterprise, publishers, and platforms
  • Provide feedback to the organisation on general client demands and identified gaps in capabilities.
  • Proactively anticipate opportunities to expand or improve Celtra product offerings; identify deficiencies & technical issues with a potential negative impact on customer expectations and delivery.


Qualifications

  • 2+ years of customer success experience in a SaaS or software organization
  • Background in Customer Success managing enterprise-grade clients in a SaaS B2B business context
  • Proven track record of working in a customer-facing role and managing an enterprise portfolio of $1.5M-$3M annual revenue
  • Relevant BA/BS degree preferred but not required if adequate experience
  • Analytical background – being able to extract and formulate learnings and recommendations from numbers and package them in a business review
  • Ability to grow business in a strategic manner i.e. creating new process and initiatives
  • Be curious and coachable, driven to learn and grow
  • Comfortable managing multiple concurrent opportunities and delivering on time
  • Do-er, proactive, independent thinker, a strong contributor
  • Excellent organization skills, you must be comfortable working in a fast-moving environment and dealing with rapidly changing requirements
  • Exceptional communication skills, both written and verbal - a creative thinker and solution seeker
  • Strong collaboration, planning, and project management skills with a proven ability to impact and influence a dispersed team
  • Strong problem-solving skills, intelligence, initiative, and the ability to thrive under pressure
  • Understanding of the marketing technology SaaS space and a deep understanding of, and passion for, digital marketing


About Celtra
Celtra helps creative and in-house marketing teams design, approve, and deliver digital creative across the ever-growing number of campaigns, markets, designs, and variants. Celtra’s Creative Automation Software for Marketing helps brands move faster than ever while dramatically scaling content production. Companies like adidas, Spotify, Unilever, Lululemon, YETI, and hundreds more partner with Celtra to cut production costs while increasing efficiencies and output in the cloud.

If you have an interest in a company who’s interested in both your wellness and your wallet (medical, dental, vision, parental leave, education, fitness, commuter, 401k... you get the picture), you should apply. Celtra is headquartered in Boston (MA), with offices in New York City, San Francisco, London (UK), Singapore and Ljubljana (SI). For more information, visit Celtra at http://www.celtra.com or @Celtra on Twitter.

 

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**We are not partnering with external staffing agencies at this time**