splash Anywhere in the United States Full-time 2023-12-13

At Splash we believe that nothing is more powerful than human connection. With that our goal is to bring people together at events in a meaningful way and how we communicate to potential attendees sits at its core.

What we’re looking for 🔎

As a Senior Customer Success Manager, you will be a strategic advisor to our Enterprise customers' event marketing initiatives and will oversee Splash platform adoption, value realization throughout the customer lifecycle, ongoing engagement, expansion, and growth. You will understand our customers' marketing and business goals, how to demonstrate event ROI, and you will collaborate with Splash's Product, Support, and Sales teams to drive success and scale. The position is a demanding and rewarding one.

In this role, you’ll get to…

  • Proactively manage and own an assigned book of Enterprise accounts, guiding each customer towards value and growth.
  • Partner with Account Manager to identify upselling and expansion opportunities while continuously adding incremental revenue.
  • Ensure customer KPIs are clearly defined, analyze performance and recommend optimization initiatives.
  • Conduct Quarterly and Executive Business Reviews, involving executive sponsors and key stakeholders to foster strong relationships and ensure alignment.
  • Serve as a trusted advisor and thought leader in event marketing, aligning customers’ strategies with their broader marketing and business goals.
  • Work closely with internal teams such as Support, Sales, Product, and Services to deliver comprehensive solutions and represent customer needs effectively.
  • Develop a deep understanding of the Splash platform and event marketing methodology to communicate effectively about the long-term roadmap and customer needs.

Qualifications:

  • 3-6 years in a customer success or relationship management role, preferably in a SaaS, event marketing, or technology-driven environment.
  • Exceptional communication abilities, including effective in-person and virtual presentation skills.
  • Ability to think strategically and act tactically.
  • Business acumen, sound decision making, analytical, and organizational skills in a fast paced environment; a consultative approach to managing complex customer relationships.
  • Negotiation/renewal experience.
  • Upsell/cross-sell experience preferred.
  • Expertise in Google Docs, Microsoft Office, and familiarity with customer success software and Salesforce.

You Are

As an ideal candidate for the Senior Customer Success Manager role at Splash, you embody the following characteristics:

  • Detail-Oriented: You have an eye for the finer details, ensuring no aspect of the customer experience is overlooked.
  • Excellent Time Management: Your ability to prioritize and manage time effectively helps you juggle multiple accounts and responsibilities seamlessly.
  • Collaborative Spirit: Working in tandem with various teams, you excel in a collaborative environment, building strong relationships both internally and with customers.
  • Driven and Results-Focused: You are motivated by challenges and are dedicated to achieving and exceeding goals, particularly in customer growth and satisfaction.
  • Adaptable and Resilient: In a fast-paced, ever-evolving industry, you adapt to changes and overcome challenges with a positive attitude.
  • Strategic Thinker: You have the ability to see the bigger picture and plan several steps ahead, ensuring strategies align with both customer and company goals.
  • Passionate Learner: Eager to continuously grow your skills and knowledge, especially in the realms of SaaS, event technology, and customer success methodologies.

What we offer and other fun stuff!

We’re taking a new and improved approach to compensation and the way we #takecare of our Splashers. An approach that makes a lot more sense in this remote world we live in and looking toward the future of work. You can read more here. In a nutshell, we offer…

  • 💰 Competitive base salary and stock options. Our success is your success 📈

  • 💻  Brand new MacBook Pro and monthly stipend for work-from-home expenses.
  • 🏥  Great healthcare benefits, with paid coverage for you and your family

  • 🌴  Plenty of vacation days, with Splash-specific days off and 2 extra Mental Escape (M.E.) days per month to unplug from work

  •  🗺  Remote first organization

  • A bunch of other great perks/benefits that would make this description too long if we included it 😉

It doesn’t stop there! Although we’re a remote company, we understand the importance of in-person connection. 🛫 We have a yearly company offsite and fun events with the rest of your team and the company .

What’s next?

If you’re interested in joining the team, apply below and you can expect to hear from us soon 🙂  Please give us at least 2 weeks to get back to you. We promise we’re not ignoring you by playing Pokemon all day or waiting anxiously for an NSYNC reunion 👀. It just takes a little TLC to go through all the applications and see if there’s a possible fit for you here.

When we find the right person, we try to put our best foot forward with an offer that excites you. We consider what you are looking for, the skills and experience you bring, what similar jobs pay and make sure there’s fair pay among those you’ll be working with. The base compensation amount for this role is targeted at $95,000 – $115,000 USD. In addition to your cash compensation, every full-time employee will be able to participate in our employee equity program. Final offer amounts are determined by multiple factors including your experience and expertise and may vary from the amounts listed above. What we can’t quantify for you are all the exciting challenges, supportive team, and amazing culture we enjoy. Please click here to gain invaluable insights from our Splash Culture Book.

At Splash, we believe that big ideas and great communities come from a team that celebrates diversity of all kinds. We are committed to being an equal opportunity workplace and encourage people from all backgrounds to apply. 

*We collect personal information (PI) from you in connection with your application for employment with Splash, including the following categories of PI: identifiers, 8 personal records, 9 commercial information, 10 professional or employment information, 11 non-public education records 12 and inferences drawn from your PI. 1314 We collect your PI for our purposes, including performing services and operations related to your potential employment. For additional details or if you have questions, contact us at [privacy@Splash.com].