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Senior Customer Success Manager

Who We Are

We are, at our heart, a values-driven culture. We seek to build a company based on intense collaboration, rallying around our central tenet, #oneteam. Goals are shared, and the leaders at Extole strive for radical responsiveness - if you are at Extole, you're on my team and it is part of my job to make certain you are successful.

We are also dedicated to #beleadersmakeleaders. We are empowering consumers, not Facebook and Google, to create and share the brands they love, and we are setting the rules others follow.

If you have referred a friend to Uber, AirBNB or Starbucks, you know that marketing driven by people is powerful, personal, and inevitable. We want you to be part of the journey.

Extole is a successful venture backed Referral Marketing start up located in downtown San Francisco. Be part of our success.

Mission

  • The Senior Customer Success Manager works with existing customers to create powerful, engaging referral marketing programs using the Extole platform
  • Manage a portfolio of Extole's most enterprise accounts from launch through optimization
  • Use analytic, consulting, marketing, and technical skills to drive customer results
  • Deploy and manage additional Extole resources as needed
  • Navigate client organizations, ensuring executive buy in
  • Provide broader, strategic relationship management
  • Serve as a leader within the Success team, bringing past experience and insights to the team, outside of core CSM responsibilities
  • As a Senior member, self manage escalations and negotiations, bringing in Executive assistance only as needed

Top Goals

  • Referral program metrics and goals including revenue, advocates and customers acquired
  • Innovative application of referral marketing techniques
  • Customer retention and renewal

Competencies

  • 5-7 years enterprise sales/marketing experience - referral marketing a huge plus!
  • Familiarity with copy, creative, segmentation, promotion, remarketing
  • Successful client communication including goal setting, expectation setting, relationship-building, risk identification
  • Energy and enthusiasm - interacting with smart people in a values-driven environment
  • Familiarity with basic web technologies - HTML/CSS. Referral marketing a huge plus
  • Critical thinking skills - an ability to analyze marketing programs and identify actionable insights
  • Ability to innovate at the intersection of technology and marketing
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