About us:

Bound is as an industry-leading website segmentation and targeting platform designed to create the relevant content experiences that buyers expect. Using behavioral, demographic, and firmographic data, our platform creates personalized web experiences for both anonymous and known website visitors by allowing marketers to serve relevant content based on the person’s stage in the buying journey.

We’re hyper-focused on moving beyond the website and bringing predictive content serving to multi-channel platforms allowing marketers to better engage potential and current customers wherever they are to drive measurable growth.

Our culture is collaborative and high-energy. Nothing here gets done in a vacuum. No role here is more important than another. We win as a company because we have each other’s backs — Engineering builds it, Marketing spreads the word about it, Sales pushes it, Customer Success supports it, and Operations works across the business to connect it. Together we work, and it’s wonderful.

What you’ll be doing:

As a Customer Success Manager, you’ll be the relationship “person”, including onboarding, adoption, project management, retention and satisfaction. This is a high-touch position requiring involvement in the solution on the customer’s behalf. This role also gets deep into the customer’s marketing strategy, campaign recommendations and analytical insights based on rich data. As such, we’ll rely on you to:

• Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our products and services.

• Work with customers to establish critical goals, or other key performance indicators to aid the customer in achieving their marketing goals.

• Provide strategic updates on customer’s performance and identify areas of opportunity and optimization.

• Work to identify and/or develop upsell opportunities.

• Advocate customer needs/issues cross-departmentally. Let the Product team know when there’s a challenge!

• Develop, prepare, and nurture customers for advocacy.

Who you are:

Real Customer Success comes from the heart. You’re passionate about engaging your customers and increasing their marketing maturity. You have impeccable relational skills and can create win/win environments for all parties that you work with.  We also look for:

• Prior experience in Project Management or equivalent history of coordinating internal and external resources for the flawless execution of projects, ensuring that all projects are delivered on-time and within scope

• Ability to understand technical details and some familiarity with HTML/CSS is a plus

• Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.

• Proven ability to provide strategic digital insights that showcase the value of our product(s).

• Ability to communicate technical details to a non-technical audience.

• Familiarity working with clients of all sizes.

• Ability to set and communicate expectations. Timelines are your friend.

• Impeccable written and verbal communication skills.

• Detail oriented and analytical thinkers.

• A strong team player but still a self-starter.

• Someone who thrives in a multitasking environment and can adjust priorities on-the-fly.

Requirements:

• 3+ years of relevant experience.

• Experience with Salesforce or other Force.com platforms.

• You’re driven: No one needs to push you to excel; it’s just who you are.

• Eager to learn, adapt and perfect your work; you seek out help and put it to good use.

• You want to help and serve our customers: They win, so you win.