At Viral Nation, we specialize in building social-first ecosystems for brands to connect with the modern consumer journey. Our integrated solutions align strategy, talent, media, and technology with culturally relevant creativity to scale the world’s fastest-growing digital brands. Viral Nation offers a fluid, creative, and growth-oriented environment that will support your ambitions to apply your talents in an open, collaborative, and fast-paced culture. Our ability to stay at the forefront of the industry has fueled our success and will guide us in paving the path forward. We’re driven to push boundaries and think beyond today to deliver strategies, and we’re just getting started.
While we continuously exceed our goals, we need your help – our success is only as great as our people. Strong performance leads to high expectations, and we must keep raising the bar!
We are seeking a dynamic and experienced Customer Success Manager (CSM) with a strong background in Software as a Service (SaaS) to join our team. The ideal candidate will be responsible for ensuring the success and satisfaction of our diverse portfolio of clients through effective onboarding, renewals, and proactive support initiatives. This role requires a strategic thinker who can manage multiple solutions to drive customer satisfaction, retention, and upsell opportunities.
Responsibilities:
- Establish trusted advisor relationships with the Executive and operational teams on the customer side while working with internal teams to deliver a best-in-class customer experience.
- Collaborate with sales and customer support teams to identify opportunities for upsell and cross-sell.
- Conduct product demonstrations, training sessions, and webinars to ensure customers are fully onboarded and able to use our products effectively.
- Monitor product usage and key performance indicators with a focus on net retention and upsell opportunities.
- Maintain and actively manage a healthy client portfolio, building toward a best-in-class Net Promoter Score.
- Deliver polished Quarterly Business Review presentations to clients that uncover new business uses, adoption of best practices, and product roadmap updates.
- Actively monitor any potential risks, preparing and executing mitigation initiatives to manage churn and client escalations.
Skills and Qualifications:
- Bachelor’s Degree in a relevant field (business, marketing, creator economy etc.)
- 4+ years of experience in a customer-facing role as a customer success manager or in consulting.
- Proven track record of driving customer success and retention
- Strong communication and interpersonal skills, with the ability to build rapport and trust with customers
- Experience conducting product demonstrations and training sessions
- Analytical mindset with experience using data to drive decisions and improve customer success
- Comfortable working in a fast-paced, dynamic environment
- SaaS experience or direct experience working with post-acute software solutions
- Technical proficiency with experience adopting and leveraging various tools (Google Suite, HubSpot).
- Able to recognize and articulate complex adaptive problems experienced by a digital marketing team and the create economy.
- Willingness to participate in some North American travel (up to 20%).
Viral Nation is committed to diversity, equity and inclusion in our agency. Viral Nation welcomes applications from people with visible and non-visible disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruiting and selection process.
Viral Nation is committed to diversity, equity and inclusion in our agency. Viral Nation welcomes applications from people with visible and non-visible disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruiting and selection process.
