Customer Success Manager- West Coast

Phone2Action is a venture-backed software company based in Rosslyn, VA. We build digital engagement tools that organizations use to engage people to participate in public policy campaigns. We envision a world in which anyone, from anywhere, can take action on any issue, from any device. Each year, millions of advocates use our market-leading suite of products to communicate with their elected officials and regulatory agencies. 
  
We are seeking a results-oriented customer success professional to join our Customer Success team. We are passionate about the markets we serve, the problems that we solve and the ability of our products to power the movements that change the world. The Customer Success team works on the frontlines with clients by: delivering results, increasing customer loyalty, retaining existing clients, and advocating for the client internally across all departments.  We don’t just serve our clients, we love them. We give our Customer Success Managers the room to be creative, but also give them the support to succeed. In exchange, we expect a 100% results-oriented effort!

WHO YOU ARE: 

  • You are someone who finds satisfaction accomplishing difficult tasks 
  • You are self-directed and driven 
  • You are willing to go above and beyond to deliver results for customers 
  • You are passionate about the power of digital engagement
  • You are comfortable working individually
  • You are reliable and dependable on your own
  • You are a problem solver 
  • You are proud to represent Phone2Action 
  • Must have a valid driver’s license

YOUR RESPONSIBILITIES: 

  • Lead every aspect of the post-sale relationship; onboarding, training, regular check-ins, ongoing support and renewal. 
  • Understand the client success metrics and consistently delivers on those metrics. 
  • Build trusting relationships with clients and their associates at all levels. 
  • Provide expert advice to clients on social media and digital ads. 
  • Manage social media ads. Measure and deliver on what works. 
  • Analyze product adoption/utilization and provides strategic guidance to customers on creating successful campaigns to achieve goals. 
  • Collaborate with other Phone2Action teams (Engineering, Product, Sales) to serve customers best. 

QUALIFICATIONS: 

  • 3+ years of relevant experience in public relations, customer service, or executing digital marketing and social media programs. 
  • Proven track record of success in the management of client accounts. 
  • Experience  implementing campaigns across various channels and  identifying the most successful; strategies 
  • Ability to manage a portfolio of accounts large and small. 
  • Able to operate effectively both independently and within a team. 
  • Takes initiative, intellectually curious, and has a desire to learn. 
  • Superb communication and interpersonal skills.
  • Desire and ability to live and work in the West Coast
  • Ability to travel

Pluses 

  • A digital marketing or communications degree 
  • Proficient in the management of digital media ads 

BENEFITS: 

Some of our benefits include:

  • PPO Health, dental and vision plan 
  • 17 days paid time off 
  • 8 paid holidays 
  • 1 day paid time off for public service (volunteering for a local non-profit, working on a campaign, doing a service-trip in another country, etc.) 
  • Up to 8 additional days off for meeting performance goals 
  • Lyft for Work 
  • Up to 6-12 weeks parental leave, plus up to an additional 3 weeks of remote work
  • Annual Professional Development stipend

THE ENVIRONMENT: 

  • State of the art office space full of amenities 
  • Fully stocked kitchen, unlimited coffee and selected snacks 
  • Smart-casual dress code 
  • Endless company outings, happy hours, and more 
  • Executive coaching and performance management for personal and professional growth 
  • Constant opportunities to meet leaders in government and technology and advance your career 

Phone2Action is an Equal Opportunity Employer

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