Mad Mobile is seeking a Customer Success Manager to be a contributing member of our Customer Success team with the responsibility to ensure timely and efficient project delivery for our customers. Customer Success Managers at Mad Mobile manage our important relationships with large, enterprise customers and are responsible for all aspects of customer relationship management and growth. This includes deeply understanding customer needs, translating customer needs internally, managing a matrixed team to meet the goals of our customers and ensuring customer success with our products.

The ideal candidate has experience in working with large corporate customers in SaaS or similar software implementations, experience leading cross-functional teams, track records as a diplomatic communicator, thinks creatively about how to solve customer challenges and has a track record of customer growth. Mad Mobile is a learning organization and values candidates with experience in continuous improvement to ensure we continue to operate as efficiently as possible.

 

CUSTOMER SUCCESS VALUES

 

  • Proactively invest in our customers’ success
  • Respects the team, our products and our customers
  • Strives for clear and inclusive communication
  • Actively seeks growth
  • Contribute and fosters a learning organization
  • Curiosity about our customer’s business drivers

SKILLS

  • Demonstration of good judgment and decision-making in positions with significant responsibility
  • Demonstrated leadership capability in cross-functional team environments
  • High degree of comfort with technical environments
  • Ability to develop informed opinions on important topics and be able to articulate/defend these opinions
  • Ability to hold individuals accountable to deliverables and deadlines with grace
  • Ability to manage and grow relationships within large, complex customer organizations
  • Ability to adopt new approaches to customer management as needed

KEY RESPONSIBILITIES

  • Establish a trusted/strategic advisor relationship with customers and drive continued value of our products and services
  • Collaborate with customers’ executive and strategy teams to understand business objectives, establish critical goals, or other key performance indicators and aid the customer in achieving their goals
  • Customer reporting and analysis management
  • Advocate customer needs/issues cross-departmentally
  • Manage multiple customers and details of their respective solutions and business
  • Ability to weigh resource tradeoff decisions and communicate options and recommendations internally
  • Ability to travel as needed

QUALIFCIATIONS 

  • 4+ years’ experience in leading enterprise customer relationships in a SaaS or similar tech space
  • Bachelor’s degree preferred
  • Mobile web and app experience on smartphones and tablets a plus
  • Retail sales or management experience a plus

***Company-paid benefits – Health, Dental, and Vision & matching 401(k) Plan

Our office is located in Rocky Point with a waterfront view nearby the Westshore business district, Tampa International Airport, downtown and convenient to Clearwater and St. Pete Beaches.