Job Application for Manager, Strategic Customer Success at Chartbeat, Inc.

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Tubular and Lineup have partnered with Chartbeat to help you grow reach and revenue for your content.

Chartbeat’s (www.chartbeat.com) mission is to help content creators around the world better connect with their audiences.

In 2023, Chartbeat joined forces with Tubular, the leader in global social video intelligence and measurement, and Lineup Systems, the leading global provider of media sales technology. Together, we’re expanding the ecosystem of insights we provide to enterprise content creators who are developing audiences and revenue streams across channels. We now serve more than 1,000 brands globally, including The New York Times, the BBC, ESPN, Gannett, Vox, BuzzFeed, Paramount, WB, Mediahuis, Hearst, McClatchy, and GQ.

You'll be joining a diverse group of focused, hard-working people who are passionate about doing work that's challenging and fun—and who strive to maintain a healthy work/life balance.

The Customer Success Organization is looking for an exceptional leader who is ready to manage an impressive team of Customer Success Managers and our rapidly growing worldwide customer list. This leader will have an outstanding attention to the customer experience, commitment to company-wide growth goals, and the people leadership skills to mentor high-performing individuals. The Manager, Customer Success will strategically create action and retention plans, manage their team to goals, and operate as a key escalation point internally and externally to prioritize customer demand. It is an exciting time to join Chartbeat, as we bring together the teams and customers of both Chartbeat and Tubular Labs - this new leader will support the net growth of the combined Chartbeat and Tubular Labs’ customer base, and own the retention and net growth of a strategic book of business, with a high focus on cross-sell and upsell.

The Manager, Customer Success will report into the VP of Customer Success and is responsible for leading a team of Customer Success Managers. The Manager, Customer Success will be an expert at strategic account management and forecasting to oversee a large base of customers to ensure timely account renewals, identify possible churns, provide product optimization, and recognize additional services while providing excellent customer and team management.

Responsibilities

Lead a Customer Success team and drive accountability to company-wide and departmental goals, initiatives, and exceptional attention to best practices and standard operating procedures set by the Vice President, Customer Success
Take ownership of team-wide projects and partner with peer Managers, Customer Success on leadership initiatives, definition and iterating new processes
Deeply understand the Chartbeat and Tubular Labs product value proposition, and proactively work internally and externally to support customers meeting their needs with Chartbeat
Cultivate successful and elevated executive relationships with key stakeholders within the Customer Success team’s customer organizations to ensure optimal engagement within Chartbeat; lead by example through cultivating customer relationships
Proactively identify macro opportunities for product optimization, and act as a partner to the Product and Engineering leadership to prioritize customer requests and needs
Accurately forecast renewal activity and lead the Customer Success team to negotiate annual renewals, maintaining a best-in-class Gross Retention Rate
Proactively flag at-risk accounts within the Customer Success team’s book of business, identify trends in customer buying behaviors, and work closely with the Vice President of Customer Success and other internal stakeholders to deliver Gross and Net Retention results for the assigned book of business and Customer Success team
Lead strategic account mapping for your assigned book of business, and manage the Customer Success team to maintain and iterate as our customers’ organizations evolve and grow
Demonstrate sincere curiosity to uncover and understand customer business challenges and a passion to exceed customer expectations via proactive engagement and trainings
Travel as needed to represent Chartbeat at customer meetings and conferences worldwide

Requirements

Bachelor’s degree and/or equivalent experience
5+ years of B2B relationship management experience
3+ years of people management or team leadership
Experience working with and/or for media organizations a major plus
Demonstrated experience with consultative relationship building, objection-handling and customer-oriented demo skills, preferably in support of SAAS, cloud, media, marketing or web-analytics platforms
Recognized by key customers/stakeholders as a digital media and analytics expert who can leverage that knowledge into practical customer solutions
Ability to work independently and to effectively handle numerous and often simultaneous priorities with stakeholders across all functions of our customer organizations
Proven results consistently growing and managing a portfolio of enterprise customer relationships
Strong sense of urgency and resiliency
Excellent written, persuasive speaking, demoing and contract negotiation skills
Demonstrated knowledge of CRM (Salesforce) activity, opportunity and pipeline management preferred
Familiarity with web/media publishing technologies and debugging tools is a major plus
Demonstrated evidence of multinational experience; multilingual skills preferred including but not limited to Spanish, French, Portuguese, Japanese and German is a plus.

Compensation and Benefits

We are proud to offer our team members a competitive compensation plan that includes:

Comprehensive Health, Dental, and Vision Insurance
401K with company match (100% of the first 3% and 50% of the next 2%)
Fully Paid Parental Leave - 18 weeks for birthing parents, 12 weeks for non-birthing parents
Phone and internet stipend
Wellness, learning, and coworking reimbursements
Flexible work hours
Unlimited PTO
11 paid holidays and December holiday closure
Company-wide outings

The salary range for this position is $150,000-$170,000 base plus variable compensation.

Diversity, Equity, and Inclusion Statement

At Chartbeat we strive to create and continually grow as a company where all employees are able to be their authentic selves. We are committed to recruiting, hiring, and retaining employees from different backgrounds, viewpoints, and experiences. Our strength is our diversity and we are dedicated to continuously reflect upon, and evolve our efforts to maintain a diverse, equitable and inclusive ecosystem.

Equal Opportunity Employment Statement

Chartbeat is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.

Chartbeat's CCPA disclosure notice can be found here.

Manager, Strategic Customer Success

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