Customer Success Manager

Location: Indianapolis, IN

What Does DemandJump Solve?

Every company wants to improve their 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 is actually behaving when they are going through their decision making process you are left guessing. DemandJump eliminates these blind spots by aligning how you market and sell to how your customer decides and buys.

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. Customer Success Manager (CSM) will be the main point of contact for customers of all types of industries and sizes. You are also the voice of the customer internally within DemandJump, when sharing feedback and insights gleaned from customer interactions for our product and engineering team.

As a Customer Success Manager, we are looking for someone who is fluent in the technical and strategic aspects of digital marketing that is confident working with customers, both SMB & Enterprise, while leading an internal team to improve upon a foundation of customer success that transforms customers into loyal advocates of DemandJump.

You will develop processes to improve customer ROI while driving platform adoption and expansion across our customer base. You will serve as both a consultant and extension of our customers’ marketing teams, central to ensuring the success of each customer's unique marketing strategy through effective use of DemandJump’s platform and a thorough understanding of digital marketing best practices.

This is a cross-functional position that not only works closely with customers of DemandJump, but also across departments within our organization. You must have a willingness to manage and prioritize multiple projects while adapting to many roles/tasks as needed.

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

Perform onboarding of accounts with the customers 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 Marketing and Sales teams to provide customer insights that state additional sales and service opportunities
Meet all the monthly or weekly targets, including maintaining high unit renewal rates.
Act as the voice of the customer when relaying product feedback/requests to DemandJump’s product team.
Identify customers at risk of churning and create action plans to increase customer health scores.
Take an active role in becoming an extension of your customers’ marketing teams, establishing a trusted relationship with various levels of marketing leadership and other key decision makers.

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

3+ years experience in customer-facing marketing or SaaS organization
Passionate about customer success and a believer in the power of technology to solve business problems
Great communication and presentation skills, comfortable presenting all the way up to C-suite members of organizations
Strong empathy for customers
Enthusiasm for digital marketing and an understanding of the industry
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
Digital marketing agency or enterprise SaaS account management or customer success experience preferred