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About the role
- Associate Customer Success Manager managing key customer accounts at Maropost. Driving product adoption and customer retention for a SaaS platform.
Responsibilities
- Guide customers through onboarding via automated programs, group webinars, and self-serve resources
- Monitor early adoption and trigger timely interventions based on usage and engagement metrics
- Drive value realization through scalable QBRs, educational content, and success campaigns
- Lead retention efforts via proactive communication, usage nudges, and renewal readiness plays
- Identify and qualify opportunities for upsell, cross-sell, and expansion within your customer cohort
- Partner with Sales and CSMs to generate pipeline through insights-led recommendations and success-driven conversations
- Influence customer decisions by showcasing the business impact of additional Maropost features
- Track & surface patterns that indicate buying intent, contributing to monthly revenue targets and CS-influenced pipeline
- Ensure forecasting accuracy and pipeline hygiene by maintaining up-to-date opportunity data and proactively validating deal progression
- Develop and execute 1-to-Many engagement strategies across Tech and Scale segments
- Host monthly webinars, product training sessions, and quarterly business reviews (QBRs) for high growth cohorts
- Leverage marketing automation tools to deliver timely, relevant content and customer education
- Manage touchpoints at scale—ensuring the right message, to the right customer, at the right time
- Work closely with Onboarding, Support, Product, and Marketing to refine messaging customer touchpoints
- Surface customer feedback and feature adoption trends to influence roadmap priorities
Requirements
- 3+ years of experience in customer success, account management, or customer marketing
- Experience in Mar-Tech, Commerce, and/or Email Solutions is required
- Experience in a high-growth, SaaS scaleup with fast-paced, rapidly changing environment is essential
- Proven track record of driving customer retention, adoption, and growth in a SaaS environment with a track record of delivering over 100%+ NRR
- Strong sales fundamentals, business & sales acumen
- Excellent presentation and written business communication skills; ability to lead meetings internally and externally and executive briefing
- Strong project management skills and ability to manage a large, diverse book of business (75–100 accounts)
- Familiarity with Gong, SFDC, HubSpot, M365, Apollo, and LI Nav are a bonus
Benefits
- Customer obsession
- Extreme urgency
- Excellence
- Resourceful
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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