SocialMedia.org
SocialMedia.org Health
SocialMedia.org Talent

Client Success Manager

Location: Austin, TX
Type: Full Time
Experience: Mid Level
Department: Membership

We build peer communities for the people doing meaningful work at really big companies. We surround them with friends and support so they can achieve their mission -- and this helps them improve the lives of their millions of customers and employees. We love to find these people, support them, help them thrive, and make them stars.

Currently we run SocialMedia.org, and we're launching new communities for sustainability, blockchain, martech, innovation, and equality. Take a look at SocialMedia.org to see how our communities work. Our entire business model is explained in detail at gaspedal.com.

Your job is to increase participation and keep our members involved in the community. You'll welcome our new members, get them involved, nudge them to share, and help them connect with each other. Every day you'll think of ways to get them more engaged.

You'll own 100 member companies (500-ish individuals), and you need to build relationships with each of them. This job is on the phone most of the day.

You need to be a subject matter expert in the community's topic. We look for a proven ability to master complex business topics, fantastic people skills, and excellent communication skills. You'll need experience with senior marketing executives so you can relate to their interests and needs.

Our members have deep, huggy relationships. We love taking care of them, supporting them, and making sure they know our community is a safe space where they can share with trusted friends. There is an emotional commitment to this job, and you'll be building very close relationships with the members of your community. Only apply if you're ready for a long-term commitment to a deep emotional and intellectual engagement.


What our Client Success Managers do:

The Client Success Manager is a relationship builder and subject matter expert whose mission is to:

  • Build relationships with each of the members.
  • Drive participation and engagement.
  • Know what matters to the members, by talking with them and knowing the industry.
  • Make connections between members.
  • Care for the happiness, success, and emotional needs of our members by giving them a safe space and trusted environment.

You talk to the members, find out what keeps them up at night, and start a conversation about it. You do this by constantly being on the phone with them and learning about the industry.

You're a relationship-builder who creates an atmosphere for great conversations, deep relationships, and a tight-knit community. It's a special place where members know that they are trusted, safe, and loved. They can share their toughest issues, because they know they're with family who shares the same interests and concerns.

You build deep professional and personal relationships with our members. You know how to get them to open up. You know what matters to them, in real time, so you can guide the conversation where it's most meaningful.

You care passionately about the success of others. You're driven by the desire to serve and deliver an experience that is career-changing for our members. You show deep commitment at a personal level to our members, the work we do, and the people we serve.

You're part of a collaborative full-team approach to managing our community. You'll work with Facilitators and Community Managers who focus on peer-to-peer discussions and member service.


What we're looking for:

  1. Account management or client success management experience. You've owned a set of customers and were responsible for their success, preferably BtoB accounts. You're experienced with executives: You understand executives at big companies, what they need, and how to engage them.
  2. Service attitude and outstanding customer service skills: Focused on customer experience, anticipating needs, and recognizing above-and-beyond opportunities to amaze.
  3. Relationship-building skills: Sociable, caring, engaging, and approachable person who can build meaningful relationships and friendships with members on behalf of the organization.
  4. Fantastic communications skills: High-level verbal and written communication skills in all forms: in person, on the phone, in correspondence, online, and social media. Comfortable and articulate with senior-level executives -- mature, appropriate, and confident.
  5. Rock-solid time and task management skills: Can stay on plan in a fluid environment, balancing incoming tasks with recurring responsibilities and long-term goals.
  6. Proven track record of learning and personal development: Evidence of ongoing self-directed study, mastery of new topics, and professional/personal development.

 

Some important details

How to get this job: Submit an application at gaspedal.com. We want to see a great cover letter, resume, and anything else that shows us how you write, think, and work. Show us what you've done and how you can do it for us.

Location: This is a full-time, in-the-office position at our Austin ranch (check it out at gaspedal.com/ranch). No relocation assistance is provided, and we don't hire telecommuters.

Compensation: We offer good pay, plus great benefits, perks, and bonuses. Financials are transparent, and we all succeed together.

 

What we do

We build peer communities for the people doing meaningful work at really big companies. We surround them with friends and support so they can achieve their mission -- and this helps them improve the lives of their millions of customers and employees. We love to find these people, support them, help them thrive, and make them stars.

Currently we run SocialMedia.org, SocialMedia.org Health, and SocialMedia.org Talent. Soon we’ll be adding communities for new topics such as sustainability, blockchain, martech, innovation, and equality. Take a look at SocialMedia.org to see how our communities work. Our entire business model is explained in detail at gaspedal.com.

 

What it's like to work with us

Imagine never having another boring day at work. This is a high-performing, intense, high-energy workplace that lets you do astonishingly good work every day. And we balance it with healthy work policies that send us home, on time, to our families and personal lives. We don't know it all, but we're figuring it out together and having a great time doing it.

You’ll like our team. We only work with people we like, people who care, and people devoted to the cause. There are no office politics, whiners, slackers, or jerks. (We also reject customers that don't treat our employees well.) We are dedicated and driven -- and you’ll enjoy spending your days with us.

Learn all about our company culture at gaspedal.com. We're quirky, so you should read it carefully before you apply. We’re also super transparent, because we want you to really understand what it’s like to work here.

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