Customer Success Manager

Lithium delivers awesome digital customer experiences at scale for the world’s biggest brands including Airbnb, AT&T, Sephora and Spotify. Comprising Social Media Management and Communities, the Lithium engagement platform enables brands to manage multiple digital touchpoints, facilitate millions of conversations, and drive smarter decisions through data – connecting customers, content and conversations at the right digital moment.

Lithium's Customer Success Managers are entrusted with the relationships, strategy and well-being of Lithium's customers. They are charged with making sure that their customers are consistently extracting value out of their investments with Lithium. The role is cross-functional and empowered to marshal organizational resources to promote the successful adoption of solutions, and to escalate customer issues while balancing the KPIs and strategic goals of the customer.

In this full-time role you will work with new and existing Lithium customers to ensure that they are supremely successful with and delighted by Lithium. It is your responsibility to ensure the customer has been adequately onboarded, and to then spur usage in the early stages and ongoing, while building high customer satisfaction. You will work with your accounts’ executive and management teams to proactively drive adoption, help them achieve their business objectives, advise on best practices, and act as the voice of your customers internally at Lithium. You will serve as a key point of contact throughout the life of the partnership. You are creative, energetic, detail-oriented and self-driven. You can manage numerous customers at different stages of the customer lifecycle with ease. Excellent computing and communications skills, and the ability to thrive in a team environment are a must. * As Lithium’s frontline trusted advisor, you will build strong relationships with customers and work closely with the Lithium management team to ensure strategy and delivery stays on target with measurable objectives * Oversee the customer's adoption, training and development of best practices to continually drive incremental value and return on the customer's investment * Identify, communicate, and grow upsell opportunities and collaborate with sales teams to ensure growth attainment * Tenacious focus on making every customer as successful as possible, resulting in continued loyalty to Lithium via renewals * Collaborate with cross-functional teams to successfully fulfill objectives

* 5-7 years relevant work experience. Experience in SaaS account management, business development, or strategy consulting a plus ? * BA/BS degree * Understanding of how social media drives business value and ROI ? * Demonstrated ability to communicate, present and influence credibly and effectively at all levels of an organization * Ability to prioritize, multi-task, and perform effectively under pressure * Successfully sets priorities, drive decisions and get closure on recommendations and issues * Familiarity with tools like SalesForce, Excel, and an interest in learning other internal tools to work efficiently to extract the necessary insights * Critical thinking a must! * Embody Lithium values and provide exemplary leadership * Ability to travel 20-30%