Client Success Manager

Who We Are

Urban Insight is a leading digital agency creating innovative websites and web applications for organizations that make a difference. We specialize in solving complex problems through website and web app strategy, design and development using open-source content management systems (primarily, Drupal and WordPress, and headless or composable architectures). Our clients include some of the most well-known publications and media, financial services, museums, nonprofits, universities, and cities. Urban Insight has been in business for nearly 25 years and continues to expand each year. We thrive on having a professionally rewarding environment where team members are encouraged to grow.

The Opportunity

At Urban Insight, our Client Success Manager is passionate about helping our clients get the most out of their investment in Urban Insight, and the investment in the technologies and projects we work on together. Urban insight strives to deliver customizable website and web app solutions that fit our clients business needs for their brand. This individual will closely align with our client’s business trajectory and strategic plans, and create opportunities for Urban Insight to assist our clients reach these new heights.. To realize this, we need the extraordinary contribution of many individuals working together as a team. We invite you to bring your best and become a member of this innovative team! A successful candidate will be not only an accomplished Customer Success and Account Management professional but also a critical and strategic thinker and of course, an exceptional team player. Therefore, it’s essential that this opportunity contributes to your career path and aligns with what Urban Insight is trying to achieve.

Key Responsibilities

• Drive and evolve Urban Insight’s Client Success strategy
• Serve as a trusted advisor to executives & key stakeholders at all clients.
• Build relationships and drive engagement with Urban Insight’s customers via onboarding, periodic business reviews, and soliciting product feedback
• Make sure there is feedback loop with clients for improvement and new opportunities when it’s needed
• Keeping clients informed of relevant technology advancements as they relate to their business.
• Identify new opportunities with current customers through new projects and account mapping
• Write contracts and Statements of Works for new business opportunities with existing clients
• Create methods and processes to reduce churn and achieve our target retention rates.
• Identify risks and develop risk mitigation plans within high-touch named accounts & take appropriate actions to manage and escalate to an efficient resolution
• Record customer activity, outcomes, issues, and communication in customer management tools
• Ensure top customers are continuously working toward key milestones of the Customer Journey using customer-facing Success Plans
• Advocate for customers internally by providing continuous feedback to Urban Insight’s Sales, Marketing, Project & Development teams
• Work with Sales to manage a pipeline of upcoming renewal opportunities & consistently achieve revenue retention targets

Qualifications & Requirements: 

• 5+ years experience in a post-sales Onboarding, Customer Success, or Account Management position
• 5+ years experience in development and negotiating proposals and contracts
• 2+ years in a management or mentorship role
• Proven ability to manage a sales forecast
• 2+ years in a position where contract renewals and contract renewal percentage were a focus point
• 2+ years of experience supporting a technical product, Strong customer-facing and presentation skills
• Excellent written and verbal communication skills with the ability to simplify complexity and express empathy
• A positive attitude and passion for providing outstanding customer service
• Detail-oriented and extremely organized
• Strong analytical and problem-solving skills
• Exceptional time management skills, with an ability to thrive in a fast-paced environment
• Self-motivated with a proven ability to work collaboratively and independently within a team setting
• A genuine passion and curiosity for software and technology
• Strong work ethic, integrity, and desire to succeed
• Adaptable to new initiatives

About Urban Insight

• Urban Insight is a leading digital agency with 35+ team members. https://www.urbaninsight.com/     
• We work with some of the best-known museums, nonprofits and other institutions, such as LACMA, The Broad, University of Southern California, City of Los Angeles, and the Japanese American National Museum.
• We’ve won numerous design awards including such as for our work for Stay Housed Los Angeles and the National World War 1 Museum & Memorial.
• We’re the top-ranked Web development agency in Los Angeles, according to Clutch, an independent analyst. Have a look at what our clients say about us: https://clutch.co/profile/urban-insight 
• We have a clearly defined project management methodology and case management system.
• We run on the Entrepreneurial Operating System.

Why Work at Urban Insight?

• We take on interesting, meaningful projects for appreciative clients
• We offer a flexible working environment - work from anywhere in the United States
• We work with you to create a career path that works for you
• The average employee tenure is 6.5 years
• We're stable and growing. We've been in business for 24+ years and continue to grow each year
• We offer a casual and flexible working environment with plenty of opportunities for growth for the right candidate
• We believe in a reasonable life/work balance and enjoy 40-hour work weeks
• We allocate resources and time for training and professional development
• We have weekly events to keep the team connected: Lunch & Learns, Lightning Demos, Game Breaks
• There are many more reasons: https://www.urbaninsight.com/careers 

Compensation

We offer a highly competitive salary, which depends on your qualifications and experience. Our salary package includes:

• Total annual compensation: $85-110K + commissions (On-track earnings of approx $125K) 
• Medical, Dental & Vision insurance (Employer selected plan, paid at 95%)
• 15 days of PTO 
• Holiday time off (10 days per year)
• Company-sponsored 401(k) plan with employer match
• Short Term Disability (100% employer-paid for EE's outside of CA
• An annual customized training plan and time to study
• Performance and compensation reviews annually’

To Apply
Please submit your resume