Customer Success Manager

Who we are...

Connecting people in a more meaningful way is not just what BombBomb’s software delivers — it’s what drives our teams every day. Through simple, personal video, we aim to rehumanize communication. Our team is resourceful and intelligent. Competitive and collaborative. Fun-loving and tenacious. We’re close-knit and love adding new talent to the mix. If you are seeking a dynamic workplace and new challenges, we want to hear from you!

Work Location:

You must live in one of the following US States to be considered for this position: Colorado, Florida, Missouri, New York, North Carolina, Oregon, Texas, Utah, Virginia, or Washington.

Who we're looking for...

The Customer Success Manager (CSM) is responsible for building strong partnerships and driving measurable value for BombBomb’s mid-market to enterprise accounts. Leveraging deep product knowledge, business acumen, and industry expertise, the CSM ensures customers achieve their desired outcomes and maximize their investment in BombBomb. Acting as a trusted advisor to customers’ marketing and sales teams, the CSM aligns technology solutions with business goals, delivering tailored strategies that foster adoption, growth, and long-term success. This role requires curiosity, adaptability, and confidence in navigating unique customer challenges to optimize results.

• Manage and grow relationships across your assigned book of business, serving as the primary point of contact and ensuring a seamless customer journey from onboarding to renewal.
• Partner with customers to develop Customer Success Plans, defining and tracking success metrics that align with their business objectives.
• Monitor and measure customer achievement against success metrics and key performance indicators (KPIs) (e.g., product adoption, ROI), providing regular updates to stakeholders and sponsors.
• Lead Executive Business Reviews (EBRs) to present progress, align on strategic goals, and identify opportunities for growth.
• Drive customer outcomes by increasing product adoption, identifying opportunities for expansion or cross-sell, and mitigating churn risk.
• Orchestrate cross-functional collaboration with internal teams (e.g., Product, Engineering, Sales) to resolve customer challenges, escalate issues, and enhance customer health and sentiment.
• Demonstrate a deep understanding of BombBomb’s products and solutions, effectively communicating their value to address customer needs and opportunities.
• Identify and execute strategies for renewals and incremental revenue growth, achieving or exceeding an 85% renewal rate across accounts.
• Serve as the voice of the customer, streamlining communication between customers and BombBomb’s Product and Engineering teams to address customer needs and influence the roadmap.
• Maintain accurate and up-to-date CRM records, tracking customer interactions, success metrics, and renewal pipelines.
• Establish and execute personalized quarterly engagement strategies tailored to customer success metrics and business priorities.
• Actively contribute to customer satisfaction by addressing issues promptly and ensuring a high standard of service delivery.

How you'll do it...

• Customer-Centric Approach: Build strong relationships with stakeholders at all levels, becoming a trusted and strategic advisor.
• Data-Driven Accountability: Leverage insights and metrics to monitor customer progress, identify opportunities, and proactively mitigate risks.
• Consultative Leadership: Apply deep product and industry knowledge to align BombBomb’s solutions with customer business goals.
• Strategic Collaboration: Work closely with internal teams to deliver on customer goals, resolve challenges, and drive account growth.
• Adaptability: Navigate unique customer challenges, providing tailored strategies that optimize adoption and utilization of BombBomb’s products.
• Operational Excellence: Maintain meticulous records in CRM tools, ensuring transparency and alignment across teams.
• Renewal and Expansion Expertise: Execute renewal strategies and identify opportunities for upsell and cross-sell to drive incremental ACV.
• Communication Excellence: Present complex topics in a clear, approachable, and professional manner during meetings, reviews, and regular updates.
• Time Management: Prioritize tasks effectively to manage multiple accounts, projects, and initiatives in a fast-paced environment.

• Bachelor’s degree or equivalent experience.
• 2+ years of experience in Customer Success, Account Management, Sales, or related fields, preferably with exposure to multiple areas.
• 1+ years of experience working directly with executives, including presenting, negotiating, and relationship management.
• Proven success in onboarding and implementing technical products for teams and organizations.
• Demonstrated ability to manage complex customer relationships and drive measurable outcomes.
• Familiarity with CRM tools (e.g., Salesforce) and proficiency with collaboration platforms (e.g., Slack, Zoom).
• Your unique strengths - if you don't match everything we're looking for, tell us why you'd be a great fit in your cover letter.