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Sr. Customer Success Manager

New York, NY

This role is based out of our NYC office 4x a week (Monday - Thursday) with Friday being remote

The rise of generative AI is fundamentally changing how people search for information and discover brands online. Conductor is the only end-to-end, AI-first platform that enables enterprises to create high-performing, valuable content at scale and ensure their brand is found everywhere customers are looking—from Google to generative AI engines like ChatGPT. Recognized by Forrester as a Leader and #1 rated by customers on G2 and TrustRadius, we are committed to building a workplace where our people can grow and make a positive impact.

Conductor is a mission-driven company with a commitment to innovation, customer success, and culture. For Conductor, success is improving the lives of everyone in our orbit—our customers, our customers' customers, our employee-owners, and our communities.

We're seeking a Sr. Customer Success Manager to enable our customers to use our organic marketing platform to achieve their goals. A Sr. Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are achieving their key business outcomes related to organic marketing by providing platform enablement and organic marketing strategic solutions. 

The Senior CSM is a key player in Conductor’s customer success strategy. This role supports large, strategic accounts, collaborating with clients to drive maximum value from Conductor’s solutions. The Senior CSM acts as a strategic advisor to client stakeholders.

Responsibilities:

  • Lead client onboarding for high-impact accounts, ensuring a seamless experience.
  • Proactively engage with clients to understand business goals and align Conductor’s solutions to meet those objectives.
  • Identify expansion opportunities and collaborate with sales on upsell initiatives.
  • Deliver insights and recommendations based on usage data to drive client engagement.
  • Demonstrate advanced product expertise by effectively mapping customer needs to Conductor’s features, articulating technical aspects, providing configuration and troubleshooting guidance, creating custom solutions, and leveraging knowledge of competitors to highlight platform advantages.
  • Regularly monitor usage data, engage with low-usage customers, and use outreach, training, and feature recommendations to boost product adoption, share strategies, and ensure customer success.

Qualifications:

  • 5+ years of experience in customer success, account management, or a related field.
  • B2B SaaS experience preferred.
  • Demonstrated success in managing complex accounts and driving high levels of client satisfaction.
  • Strong strategic thinking and problem-solving abilities.

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Compensation: Conductor maintains competitive, performance-based compensation programs. 

The NYC base salary range for this role is currently $80,000 - $105,000.  Actual base salary offered may vary within this range based on  education, knowledge, skills, abilities, relevant experience, internal equity, and geographic location, among other factors. The actual compensation, if offered a position, will be based on these factors.

Variable compensation: In addition to the base salary, this role is also eligible for a variable bonus based on attainment of quota and performance targets. The base/variable mix is 80/20.

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Conductor LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Bringing in diverse perspectives and challenging our assumptions is the clear key to growth; it drives innovation, creativity, faster problem-solving, and stronger decision making. All aspects of employment including the decision to hire, promote, train, discipline, or discharge, will be based on merit, competence, performance, and business needs. 

Conductor does not discriminate against any employee or applicant on the basis of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, or other characteristics protected by state or federal law or local ordinance.  In addition, it is the policy of Conductor to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works.

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