About the Role
The company’s Loyalty Solutions team is seeking an experienced Customer Success Manager (CSM) to join our growing organization. This role serves as a strategic advisor and trusted partner to enterprise clients, ensuring they achieve measurable business outcomes through our loyalty and customer engagement platform. The CSM will drive adoption, deliver value, and foster long-term relationships that lead to retention and growth.
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Knowledge of digital marketing best practices and program management skills are critical to success, as you will also serve as the connecting puzzle piece for internal teams and client expectations. Creative and critical thinkers, problem solvers, and top-notch communicators with a strategic mindset are primed for success in this role.
Key Responsibilities
- Drive Adoption & Value: Evangelize the loyalty platform and ensure clients achieve KPIs tied to engagement and retention. Monitor platform usage and proactively recommend strategies to achieve their goals and maximize their ROI.
- Relationship Management: Serve as the primary point of contact for assigned accounts. Build trusted relationships with multiple stakeholders, including Marketing, CRM, Loyalty, and Executive teams.
- Strategic Guidance: Provide best practices, use cases, and playbooks for loyalty program success. Deliver data-driven insights to inform client decisions.
- Program Governance: Conduct regular business reviews (QBRs) and status updates via calls, presentations, and onsite meetings. Coordinate internal resources to meet client objectives and SLAs.
- Growth & Retention: Identify opportunities for account expansion and cross-sell the company solutions. Ensure renewal readiness and maintain high customer satisfaction.
Experience
About You
- Several years in customer success, account management, or consulting for enterprise SaaS
- Experience with loyalty, CRM, marketing, or customer engagement programs
- Proven track record of hitting renewal targets, driving incremental value, and retaining long-term contracts
Skills
- Commercial acumen, and ability to link loyalty program success to business outcomes.
- Strong quantitative and qualitative thinking, analytical and problem-solving skills
- Excellent communication and presentation skills
- Ability to manage multiple priorities in a fast-paced environment
- Strong cross-functional leadership skills to align product, analytics, and operations teams.
Technical Knowledge
- General fluency in the marketing technology ecosystem (APIs, integrations, marketing, CRM, customer engagement, loyalty, analytics, customer data tools)
- High degree of comfort working with analytics dashboards and translating insights into action
Attributes
- Empathy and a strong ability to understand customer goals and needs
- Strategic and critical thinker with a proactive mindset
Preferred Qualifications
- Experience with loyalty program design and optimization.
- Knowledge of data-driven marketing strategies.
- Familiarity with tools such as Salesforce, loyalty platforms, and analytics solutions.
Corporate Security Responsibility
All activities involving access to the company assets, information, and networks come with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, the company is responsible for information security and must:
- Abide by the company’s security policies and practices;
- Ensure the confidentiality and integrity of the information being accessed;
- Report any suspected information security violation or breach; and
- Complete all periodic mandatory security trainings in accordance with the company’s guidelines.
