Customer Success Manager

Sales Seattle, Washington


Description

Avvo, a division of Internet Brands, is looking for a Senior Customer Success Manager to manage a higher level of customer satisfaction on some of our most valuable accounts, onboarding, and driving customer adoption, growing our suite of solutions within these accounts, and turning these high-value customers into Martindale-Avvo product champions.  You will serve as the focal point of contact for our key clients. You are also required to understand the customer success criterion in and out, and come up with relevant, practical solutions and prove your mettle as a trusted advisor for our customers. 

In this role you will:

  • Perform onboarding of accounts with the clients and ensure the best ongoing engagement throughout the customer’s lifetime.
  • Put forth a communications strategy that maintains and fulfills high customer satisfaction.
  • Work closely with the other teams, mainly the Marketing and Sales teams to provide customer insights that state additional sales and service opportunities
  • Manage multiple customer success managers as we grow the team over time
  • Conduct customer-focused Quarterly Business Reviews and measure partner performance against the pre-set & continuously refined business metrics on a regular cadence (depending on the account, this could be weekly to monthly)
  • Efficiently plan and prioritize customer activities and follow up in a timely fashion.
  • Foresee and identify the expansion, upsell and cross-sell opportunities and close such deeds.
  • Understand the demand of your clients and act as the voice of the customers internally.
  • Act as the liaison with the technical team, accounting teams and other areas of the business to ensure the best of customer satisfaction.

Requirements:

  • Minimum 3+ years of experience in a customer facing sales, account management or customer success role
  • Excellent written and oral communication skills.
  • Ability to communicate with and to develop relationships with a diverse group of personnel including senior executives, marketing managers and our customers’ marketing agencies. 
  • Ability to prioritize tasks based on established deadlines, client needs, and business interests.
  • Ability to problem solve, leveraging qualitative information as well as quantitative data.
  • Sales and account management experience in managed services is a big plus

About Internet Brands:

Headquartered in El Segundo, Calif., Internet Brands® is a fully integrated online media and software services organization focused on four high-value vertical categories: Health, Automotive, Legal, and Home/Travel. The company's award-winning consumer websites lead their categories and serve more than 250 million monthly visitors, while a full range of web presence offerings has established deep, long-term relationships with SMB and enterprise clients. Internet Brands' powerful, proprietary operating platform provides the flexibility and scalability to fuel the company's continued growth. Internet Brands is a portfolio company of KKR and Temasek. For more information, please visit www.internetbrands.com.

Internet Brands and its wholly-owned affiliates are an equal opportunity employer.

Avvo Is An Internet Brands Company