Customer Success Manager - North America

Customer Success Manager

We are a global leader in lead generation and we power the growth of 200 clients across 15 countries in Europe & North America. We are lucky to have a team of 90+ experts with 13 different nationalities, working remotely and in our offices in France and the US.

We work alongside our clients' marketing and sales teams to power their growth. Dolead runs paid marketing campaigns faster, integrates customer data with confidence and generates sales-ready leads at a fixed cost per lead.

This is a permanent position that can be based in our office in the Boston area (Cambridge) or fully remote from New York or Chicago.

Leveraging the sales process to drive revenue opportunities through relationships, data, industry knowledge, and strategic insights, the Customer Success Manager will:

• Develop and nurture client relationships: Build and maintain strong relationships with key stakeholders and decision-makers to ensure long-term client satisfaction and retention. Act as the primary point of contact for client inquiries and concerns.
• Analyze client needs and market trends: Utilize data and industry knowledge to understand client needs, identify opportunities for upselling or cross-selling, and stay ahead of market trends to offer relevant solutions.
• Execute strategic account plans: Create and implement tailored account plans that align with client objectives and company goals. Set clear targets and strategies for growth and track progress to ensure successful outcomes.
• Manage sales pipeline and forecasting: Oversee the sales pipeline for assigned accounts, ensuring timely follow-up on opportunities and accurate forecasting. Monitor key performance metrics to drive performance and achieve revenue targets.
• Collaborate with internal teams: Work closely with sales, marketing, and product teams to ensure alignment on client needs and deliver effective solutions. Provide feedback to improve product offerings and enhance the client experience.
• Negotiate and close deals: Lead contract negotiations and close sales deals in alignment with client requirements and company policies. Ensure smooth transition from sales to implementation and ongoing support.
• Monitor and report on performance: Track account performance, measure success against goals, and report on key metrics and achievements. Use insights to refine strategies and drive continuous improvement.
• Resolve issues and provide support: Address and resolve any issues or challenges that arise, ensuring client satisfaction and maintaining a positive relationship. Provide ongoing support and guidance to help clients achieve their objectives.
• Stay informed on industry developments: Continuously update knowledge of industry trends, competitor activities, and best practices to offer innovative solutions and maintain a competitive edge.

Profile:

• 4+ years of experience in Account Management or Customer Success roles with strong negotiation skills and a sales-driven mindset to drive upsell and cross-sell opportunities
• Experience in the digital advertising and/or home improvement services space
• Enjoy working with numbers and analyzing data a plus if you have experience using Looker and/or Tableau
• Comfortable presenting to clients on a regular basis
• Self-motivated, proactive and take initiative to achieve your goals
• Enjoy working in a fast-paced environment
• Fluent in English

Interview process:

• Screening call with Yasmina (Talent Acquisition)
• Interview with Jon - Hiring manager
• Case study interview with Jon & Matt (Head of Sales) & Kara (Performance Marketing Manager)
• Final interview with Hadrien (General Manager)

What We Offer:

Healthcare: AETNA: individual & family - medical, dental, and vision plan & retirement Plan

Holidays: Flexible vacation time to promote a healthy work-life balance

Remote policy: 2 days/week WFH (if you're based in the Greater Boston area)

Multicultural environment: +13 nationalities globally

Culture: Fun company and team events!

Dolead wants to guarantee equality and an opportunity to all candidates. Therefore, all applications received are considered regardless of racial and ethnic origin, opinions or beliefs, gender, sexual orientation, health or disability.