Customer Success Manager

MikMak is looking for a proven Customer Success leader to manage our relationships with some of the world’s leading marketers. This position includes responsibilities for Customer Success activities including on-boarding, support, analysis and strategic consultation, as well as the key outcomes of this work - ie, renewals and upsells.

A successful candidate for this role has built collaborative client relationships from the working level up to the CMO, is excited about our vision for social video, is comfortable in a dynamic startup environment, and will bring energy and passion to everything they do. This role reports to MikMak's Director of Customer Success, with significant cross-functional collaboration across the entire company.

Responsibilities

Define and Optimize the Customer Lifecycle
  • Standardize the template for a value plan for new customers
  • Own the customer post-sale journey, and team activities and deliverables needed to support our customers at each stage of the lifecycle
  • Determine how to define, drive, and demonstrate value delivered: recommend and implement changes to client analytics and optimization processes, including team responsibilities and workflows as well as presentation materials
  • Establish escalations process, and personally manage escalations from your direct reports
  • Drive adoption of new products; initiate and close customer expansion and renewal opportunities
  • Gain customer buy-in for joint case studies and references

Help build and develop the Customer Success team
  • Foster collaboration within team and across customer lifecycle
  • Encourage continuous learning within team, and identify opportunities to develop critical skills across the team
  • Ensure that all CSMs (and the broader MikMak team) deeply understand our customers’ businesses and objectives, and are positioned to serve as trusted advisors

Inspire Customer Success Across Company
  • Create a company-wide culture of Customer Success, serving as the #1 advocate for our customers within MikMak
  • Inform the product roadmap based on customer input
  • Design and execute on operational and financial reporting highlighting key customer success drivers

Own key Customer Success metrics
  • Reduced Gross Churn, increased Net Dollar Retention
  • Product adoption, customer satisfaction and NPS
  • Cultivation of referenceable clients and marketable case studies
  • Revenue through cross-sell and up-sell activity

Who you are
  • 3+ years building amazing customer relationships and leading CS teams in roles with progressively increasing responsibility, including significant exposure to CMOs / other senior leaders
  • A proven leader, exceptional communicator, and compelling presenter with an unbreakable resolve and excellent negotiation skills
  • Analytically savvy, familiar with ROAS and other metrics our clients are looking to optimize
  • Well-versed in all things Social and SaaS
  • Empathetic, humble and hungry
  • NYC based or ready to relocate to the best city on Earth

Benefits
  • Cash + Equity
  • Health Insurance
  • Free lunch at least once a week
  • Yearly stipend to take a class that enriches your life outside of work

Who we are
MikMak's mission is to create native commerce experiences for the social video generation. We believe the future of shopping is rooted in social video and we enable brands to connect to the next generation of shoppers, video shoppers.

MikMak's Founder & CEO is Rachel Tipograph, the former Global Director of Digital & Social Media at Gap. Rachel has been recognized as a leading innovator across the globe, including Forbes' “30 under 30 Who Are Changing The World”, Marie Claire's "50 Most Influential Women in America," and Fast Company's "Most Creative People in Business."

MikMak's investors include VaynerMedia, Luminari Capital, SLOW Ventures, UTA Ventures, Brave Ventures, Jeff Zucker and Christina Aguilera.

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