Client Success Manager

Marq is an intuitive brand enablement platform that empowers businesses to easily create on-brand marketing materials.

As a Customer Success Manager (CSM), you empower organizations to change business processes and achieve their desired outcomes through product adoption. You act as a trusted advisor to a portfolio of clients, developing an intimate understanding of each client’s business objectives and providing both change management and subject matter expertise.

We are looking for someone who will collaborate with various departments to build and share industry expertise, identify new verticals, and drive expansion. This is a career-defining opportunity to join us at a critical moment and make a significant impact.

Our mission: Scale design to elevate brands.

Responsibilities

• Develop an understanding of each customer’s business objectives, craft an expansion strategy, and nurture success through joint accountability with the client.
• Schedule, plan, and conduct end-to-end implementation of Marq via phone calls, product training webinars, technical implementation, and consistent follow-ups.
• Perform periodic business reviews with customers to provide advice, check progress, and manage renewal conversations.
• Measure the success potential of each customer, convert clients into Marq champions, and create advocacy opportunities that facilitate referrals.
• Collect product feedback from clients, conduct user experience interviews and surveys, and partner with cross-functional teams to improve customer experience and inform development priorities.
• Recover accounts with limited activity and engage in appropriate nurturing activities.
• Proactively study articles, videos, podcasts, or books on customer success, Marq, and target industries to become a subject matter expert.
• Learn to use Lucid’s tools to gather information and solve problems effectively.