Manager, Customer Success

Location: Indianapolis, IN

After reading below if you have the right stuff, please apply! We are marketers, not HR people, so feel free to let a bit of your personality come through in your resume or cover letter. 

What Does DemandJump Solve?

Every company wants to improve its marketing performance, but are all faced with the same challenges over and over again. What we put into the marketing engine is a whole lot of time, team effort, and budget, with the goal of generating the right leads who will convert to customers. It all sounds great, but how do you eliminate the guesswork and just know the best actions to take next?

If you can’t see how your target market behaves when they are going through their decision-making process you are left guessing. DemandJump is a marketing strategy platform that tells you precisely what content to create to increase 1st-page rankings and drive outcomes. And we’re doing it by creating a content category and SEO solution called Pillar-Based Marketing. 

DemandJump Culture

Located in the heart of downtown Indianapolis, DemandJump is a fast-growing, innovative marketing technology company with a corporate culture that values individuality and diversity.

We work hard and play hard and we do both with passion and respect for one another. Our open-concept office promotes a fast-paced, fun, friendly, and highly collaborative work environment, while our management goes out of their way to be transparent and approachable. Weekly team lunches, DemandFUN events, and group volunteer opportunities – these are just a handful of the reasons why DemandJump is consistently nominated and awarded one of the Best Places to Work in Indiana.

What We Stand For

Be Bold
Be Transparent
Be Purposeful

Core Tenets

Think Customer First
Serve Each other
Compete To Win
See Things Differently
Do the Right Thing. Always

Job Description

The Customer Success team at DemandJump is dedicated to cultivating strong relationships and loyalty with leading B2B and B2C marketing teams and agencies. The Manager, Customer Success will lead, coach, and empower a team of Customer Success Managers driving customer adoption, value, and retention of DemandJump as a Software as a Service (SaaS), and our supporting services and solutions. This role will create, cascade, and drive forward the short- and long-term vision of Customer Success. This role is a strategic leader within the organization, driving initiatives that improve customer experience. The Customer Success team sits within the overall Customer Experience team and the Manager, Customer Success leads with and reports directly to the VP of Customer Experience.

What is a typical day at DemandJump for a Manager, Customer Success? 

• Create and lead a team of high-performing Customer Success Managers, each managing a portfolio, primarily comprised of SaaS Customers.
• Continually assess resource needs for capacity and talent in line with growth expectations.
• Be the day-to-day escalation point for the Customer Success team, addressing Customer escalations with urgency and composure, ensuring a timely and effective resolution.
• Facilitate partnerships across the organization. Identify opportunities and work cross-functionally to develop and execute those opportunities.
• Be the voice of the Customer, bringing the Customer feedback and needs to the internal stakeholders in CX, Sales, Marketing, and Product.
• Partner with CSMs to identify key improvements and gaps in existing playbooks and supporting processes.
• Drive operational rigor, ensuring that playbooks and processes are followed and technology is being leveraged as intended to achieve customer goals.
• Foster empathy within the Customer Success team with a willingness to have direct, challenging conversations.
• Create, monitor, and own key performance indicators, KPI’s, such as customer adoption, time to value, and retention via renewals and realize through CSM efforts.
• Collaborate and drive decisions with VP of Customer Experience to ensure healthy and happy customers, while reducing churn to meet annual retention rate goals.

What does DemandJump look for when hiring a Manager, Customer Success? 

• 2+ years of experience leading a team
• 6+ years of related experience with a focus on customer success
• Passionate about customer success and a believer in the power of technology to solve business problems
• Excellent communication and presentation skills, comfortable presenting up to C-suite members internally and externally
• Strong empathy for customers
• A strong desire to learn in a rapidly growing and dynamic environment
• Ability to think on your feet and work autonomously
• Must possess a collaborative working style and thrive in a team environment
• Enthusiasm and understanding for digital marketing, content and SEO preferred
• Digital marketing agency or enterprise SaaS account management or customer success experience preferred
• This position is based in Indianapolis, IN and allows for a hybrid work environment of both remote working and 1 to 2 days in the office with the team