Who We Are

Networked Insights is transforming the way companies connect with people. Our SaaS analytics platform Kairos uses artificial intelligence and machine learning to analyze billions of posts on social media in order to help marketers from the world’s leading brands uncover meaningful and valuable insights. Our technology makes it easy for them to create the best content, invest in the right media, and track their success in real time.

What You’ll Do

As a Sr. Customer Success Manager you will be responsible for leading a team of CSMs and managing a large portfolio of SaaS customers. With the support of the VP of Customer Success, you will oversee the process of growing your customer accounts and ensuring that each customer is gaining the maximum value from our SaaS products and Service Offerings.

Responsibilities:

• Oversee a team of 5-8 CSMs
• Oversee a portfolio of 20-50 SaaS accounts of varying size and mix of product portfolio
• Develop and improve onboarding and training practices in order to ensure that customers know how to use our products and are gaining the value they need to meet their business objectives
• Oversee the retention and growth of book of business, which includes coaching CSMs on:
  
  • Strategies for increasing adoption and ensuring retention
  • Creating value based customer check-ins
  • Identifying and promoting best practices & processes
• Work with Customer Success Managers to establish goals and other key performance indicators to aid the customer in achieving their objectives
• Advocate customer needs cross-departmentally (product, user services, data, and managed services)
• Work with VP of Customer Success on Account Review and Strategic Planning
• Travel to client sites 3-4 times per quarter, possibly including overnight stays

What You’ll Need

• 5-8 years experience in Account Leadership and Consultative Sales - preferably with a background in Marketing and/or Media
• Experience teaching customers how to derive value from a technology solution, ideally SaaS solutions
• Experience leading teams to achieve/exceed sales quotas and growth goals
• Knowledge of Social Analytics technology is valuable, but not required

Who You Are

• Account Manager with a passion for social data and consumer insights 
• Self-starter and quick learner who is comfortable working both independently and collaboratively
• People-focused professional with ability to establish trust and build lasting relationships with customers
• Enjoy teaching others how to use tools and data
• Excels at project management and initiating process for efficient account management

What You’ll Get

• Ownership and challenge in your work
• Work with cutting edge SaaS solutions that utilize complex AI and Machine Learning
• Collaborate with intelligent and highly skilled coworkers
• Competitive compensation, including Bonus and Equity Options
• Excellent benefits, including health, dental, vision, disability, 401(k) and life insurance
• Generous paid time off policy including paid parental leave
• Company Culture that is Committed to Work-Life Balance for each and every employee
• Casual office environment with a startup feel – We have a particular fondness for M&Ms
• Fantastic Downtown Location connected to the Merchandise Mart

If you are interested and think you can keep up with our team, then we would love to hear from you!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.