Job Description

About TrueLoyal

TrueLoyal is the only loyalty platform built to help multi-channel consumer brands win. We deliver AI-powered personalization and expert-led strategy to help brands dominate across eCommerce, retail, and distributor channels. From capturing every in-store transaction to tailoring every interaction, we help brands crush revenue goals, boost retention, and create customers for life.

The Strategic Customer Success Manager plays a crucial role in nurturing and enhancing client relationships, ensuring a seamless customer journey from start to finish. This position is responsible for securing timely renewals of annual or multi-year subscription contracts and driving overall customer success through strategic engagement, clear communication, and a customer-first approach. The focus is on retention, growth, and expansion within assigned accounts. The metrics for success for the role will be Net Retention Rate and Churn.

Requirements

Key Responsibilities:

• Customer Relationship Management:
• Act as the primary contact for assigned accounts, building trust and fostering enduring partnerships. Understand the usage patterns within the accounts, spot trends early and communicate with the customers with a strategic plan to ensure success. 
• Conduct regular check-ins, Quarterly Business Reviews (QBRs), and develop Success Plans to drive alignment with client objectives.
• Renewals and Retention:
• Manage the entire renewal process, ensuring timely and smooth execution of subscription contracts.
• Develop and implement proactive strategies to mitigate churn and effectively address customer concerns and escalations.
• Account Growth and Expansion:
• Identify and capitalize on opportunities for upselling and cross-selling within existing accounts to expand service utilization.
• Cultivate strong relationships with key stakeholders, including internal Champions and Economic Buyers.
• Strategic Account Planning:
• Conduct in-depth research to understand customer needs and create tailored value propositions and business cases that align with their goals.
• Employ a structured methodology to ensure continuous customer success and satisfaction throughout their lifecycle.

Required Experience:

• 2-4 years of experience in Customer Success Management (CSM), or Technical Account Management (TAM) roles, specifically serving enterprise-level customers.
• Demonstrated history of exceeding performance targets or consistently ranking as a top performer.
• Proven ownership of retention, renewal, and expansion targets within a defined book of business.
• Experience managing accounts, preferably within the MarTech SaaS industry. (preferred).
• Consistent work history demonstrating stability and commitment (minimum 2-3 years in previous roles).
  
  

Knowledge & Skills:

• Proficiency in account research and the development of customized strategies for customer success.
• Familiarity with IT infrastructure stacks, IT organizational structures, Marketing, eCommerce stacks, and the benefits of SaaS industry platforms.
• Competency in utilizing methodologies such as QBRs and Business Reviews for continuous improvement cycles.
• Strong discovery, questioning, and active listening skills to accurately identify customer needs and propose effective solutions.
• Adept at building relationships across various organizational levels, including executive-level stakeholders, and fostering internal champions within client organizations.
• Show keenness and ability to use AI tools effectively to drive customer delight. 
• Have a burning desire to win. 
  
  

Preferred Skills & Knowledge:

• Understanding of loyalty strategies or marketing-related concepts.
• Experience in constructing and presenting compelling business cases to executive stakeholders.

Benefits

This role is perfectly suited for a proactive, strategic thinker who excels at building lasting relationships and delivering significant value to customers, ultimately contributing to business success. If you are passionate about customer success and possess the requisite experience and mindset to excel, we encourage you to apply!

• The unique opportunity to work at a Best Places to Work in San Antonio, with customers around the world

• Premier Health Insurance plan with $0 deductible and $0 co-pay
• Dental and vision insurance plans
• Medical and dependent care flexible spending accounts
• Open PTO - we like to keep this simple...making time for life is important!
• 9 paid standard holidays each year in addition to open PTO
• 401(k) savings plan with Employer Matching
• Company-paid Life, AD&D, and Disability coverage
• A collaborative, entrepreneurial learning environment with a proven playbook
• Be part of a high-growth company revolutionizing customer loyalty
• Work with cutting-edge technology and innovative products
• Competitive salary, benefits, and growth opportunities
• Fun work atmosphere

This Job Description indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties in addition to those described above.

We are proud to foster a workplace free from discrimination. We strongly believe diversity of experience, perspectives, and background lead to a better environment for our employees and a better experience for our users and our customers. We are an equal opportunity employer and do not discriminate against protected characteristics. We guarantee that all candidates will be given the same consideration.

*No visa sponsorship is available for this position*

Job Tags

Full time, Visa sponsorship, Flexible hours,

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