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Customer Success Manager

About Skyword


Skyword moves brands – and their content – forward. By embracing a sustainable, scalable approach to original storytelling, Skyword liberates brands from ineffective marketing practices and inspires them to create deeper connections with their customers. With a powerful combination of enterprise-class technology, authentic voices, and professional services, Skyword propels clients’ content marketing programs to new levels of excellence. Skyword is a privately held company headquartered in Boston, MA, with offices in Washington DC, and Pittsburgh, PA.



Job Summary

The Customer Success Manager works with their Director to oversee a portfolio of clients and ensure each client is fully trained on the Skyword platform and set up for success. The most qualified candidates will be problem solvers, have a track record of getting things done and thrives off of customer satisfaction.


Primary Duties and Responsibilities

  • Work with the Director, Customer Success to support and grow a portfolio of upwards of 50 clients by acting as primary point of contact for customer relationships

  • Learn and master all aspects of current software platforms sold by Skyword

  • Conduct both in-person and virtual trainings for a broad range of client stakeholders

  • Support the Sales team by providing platform expertise during pitch process

  • Configure and customize Skyword platforms to address client challenges and support their content marketing objectives

  • Partner with internal and external technology teams and facilitate seamless integrations of technologies

  • Use layered-in technology to monitor and oversee clients’ usage of our platforms and encourage adoption of all features

  • Educate the client on feature enhancements and evolution of current platforms

  • Identify opportunities to expand the client relationship and drive contract renewals

  • Work internally, across departments, to deliver compelling solutions for our clients

  • Report and escalate issues and delays to management as needed

  • Occasional travel is required



  • 2-4 years of client management experience

  • 2-4 years of Customer Success experience at SaaS or technology company

  • Familiarity using different CMSs (e.g., WordPress, Drupal, Adobe) and technologies (e.g. HTML, JIRA, Asana)

  • Experience conducting software trainings for customers

  • Experience in digital marketing, online content, and/or SEO preferred

  • Advanced knowledge of Microsoft Word, Excel and PowerPoint

  • Strong organizational skills, written and verbal communication are critical to success

  • Self-starter approach to work, with an eagerness to take responsibility and consistently exceed objectives

  • Able to analyze issues and develop a clear action plan

  • Able to work individually and build partnerships and foster teamwork

  • Able to thrive and be flexible in a rapidly changing start-up environment

  • Comfort with technology and the ability to discuss basic Internet technologies with clients


Tools Used

  1. JIRA 

  2. Microsoft Office

  3. Gainsight

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