Customer Success Manager, Enterprise

Attentive® is the AI-powered mobile marketing platform transforming the way brands personalize consumer engagement. Attentive enables marketers to craft tailored journeys for every subscriber, driving higher recurring revenue and maximizing campaign performance. Activating real-time data from multiple channels and advanced AI, the platform personalizes content, tone, and timing to deliver 1:1 messages that truly resonate.

With a top-rated customer success team recognized on G2, Attentive partners with marketers to provide strategic guidance and optimize SMS and email campaigns. Trusted by leading global brands like Neiman Marcus, Samsung, Wayfair, and Dyson, Attentive ensures enterprise-grade compliance and deliverability, supporting trillions of interactions across more than 70 industries. To learn more or request a demo, visit www.attentive.com or follow us on LinkedIn, X (formerly Twitter), or Instagram.

Attentive’s growth has been recognized by Deloitte’s Fast 500, Linkedin’s Top Startups and Forbes Cloud 100 all thanks to the hard work from our global employees!

About the Role

We are looking for an experienced Customer Success Manager to join our Enterprise Team. You will take ownership of relationships with our Enterprise customer and lead their program strategy in a consultative and data-driven fashion. Your core responsibility will be working with customers as a trusted consultant; owning customer relationships completely - advising on marketing strategy, best practices and feature functionality. You will work in close coordination with Sales, Technical Account Managers, and New Product Specialists to provide maximum value for your customers, while retaining and growing revenue for Attentive. You will be responsible for accurate revenue and renewal forecasting, understanding customers’ goals and implementing tailored success plans, driving executive level relationships, and identifying opportunities to expand the customers suite of Attentive products to satisfy their goals. 

• Gain the confidence of and cement relationships with customers throughout the entire lifecycle of the account including: goal-setting, value delivery, account growth, new product adoption, and renewals.
• Work independently to deliver a “consultant” perspective in all customer interactions - creating customized success plans based on customers goals and challenges.
• Develop and maintain a deep understanding of our products and the broader marketing landscape - staying up to date on industry trends and best practices.
• Regularly lead and present at customer meetings, both in-person and over video conference.
• Analyze customer usage to form accurate forecasts and have complete visibility into renewal pipeline; 
• Identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies.
• Lead discussions with customers to probe what new products they are interested in and what integrations they might need, and translate customer feedback into specific product requirements.
• Contribute to the continued development and improvement of the Attentive Customer experience.

• 3-5 years of CS or Account Management experience required (ideally from a MarTech company with SMS and/or email marketing experience).
• Strong understanding of growth and retention techniques and strategies.
• Demonstrate success in managing complex customer relationships, driving customer retention and expansion.
• Solutions-oriented mindset with excellent problem solving and analytical skills.
• Experience navigating complex work processes, tight timelines, and changing teams.
• Extremely detail oriented and organized.
• Excellent communication skills and the ability to build trust, strong relationships and influence across an organization.
• Experience in Salesforce or related CRM tools, and Customer Service Software like Catalyst or related tools.
• Comfortable learning new software (for design, data management, and internal tools).
• There is no set expectation at the moment, but CSMs may expect to be doing 2-3 customer visits per quarter, flying to customer location if needed.

You'll get competitive perks and benefits, from health & wellness to equity, to help you bring your best self to work.

For US based applicants:

- The US base salary range for this full-time position is $90,000 - $115,000 annually + bonus/commission + equity + benefits

- Equity is a substantial part of the total compensation package

- Our salary ranges are determined by role, level and location

#LI-ML1 #LI-DNI

Attentive Company Values

Default to Action - Move swiftly and with purpose

Be One Unstoppable Team - Rally as each other’s champions

Champion the Customer - Our success is defined by our customers' success

Act Like an Owner - Take responsibility for Attentive’s success

Learn more about AWAKE, Attentive’s collective of employee resource groups.

If you do not meet all the requirements listed here, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that closely matches your skills and experience.

At Attentive, we know that our Company's strength lies in the diversity of our employees. Attentive is an Equal Opportunity Employer and we welcome applicants from all backgrounds. Our policy is to provide equal employment opportunities for all employees, applicants and covered individuals regardless of protected characteristics. We prioritize and maintain a fair, inclusive and equitable workplace free from discrimination, harassment, and retaliation. Attentive is also committed to providing reasonable accommodations for candidates with disabilities. If you need any assistance or reasonable accommodations, please let your recruiter know.