Role overview

Qualifications

At least 2 years of experience in Customer Success Management
Bachelor's degree or the equivalent combination of education, experience, and training
Proficiency with Microsoft Outlook, Word, Excel, PowerPoint, and Salesforce
Excellent organizational, planning, and communication skills

Responsibilities

Act as a trusted advisor to drive product adoption and ensure customers achieve operational priorities and business value
Conduct regular reviews with accounts to measure satisfaction, assess risk, and drive KPIs while maintaining high engagement
Manage renewals and assist with contract negotiations, including identifying risk and scoping viable renewal solutions
Collaborate with cross-functional teams (Product Management, R&D, Marketing, Sales) and document communications to advocate for the customer and improve processes

Key facts

Remote from: United States
Full time
Mid-level (2-5 years)
Customer Success Manager (CSM)
English

Hard skills

Product Renewals Microsoft Dynamics CRM Client Services Customer Success Management Cross-Functional Collaboration Client Education Documentation Generation Customer Engagement Contract Management Account Management Customer Success Management Risk Mitigation Project Management Consultative Selling Executive Relationship Management Project Management KPI Management Product Adoption Strategies Organizational Structure

Other skills

Microsoft Office
Planning
Communication
Time Management
Teamwork
Personal Integrity
Persistence
Goal-Oriented
Intellectual Curiosity
Social Skills
Creativity

About the company

ON24

ON24 is on a mission to help businesses bring their go-to-market strategy into the AI era and drive cost-effective revenue growth. Through its leading intelligent engagement platform, ON24 enables customers to combine best-in-class experiences with personalization and content, to capture and act on connected insights at scale. ON24 provides industry-leading companies, including 3 of the 5 largest global technology companies, 3 of the 5 top global asset management firms, 3 of the 5 largest global healthcare companies and 3 of the 5 largest global industrial companies, with a valuable source of first-party data to drive sales and marketing innovation, improve efficiency and increase business results. Headquartered in San Francisco, ON24 has offices globally in North America, EMEA and APAC. For more information, visit www.ON24.com.

Company details

Company typeSME

Company size501 - 1000

Links

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Job description

Description

ON24 is on a mission to help businesses bring their go-to-market strategy into the AI era and drive cost-effective revenue growth. Through its leading intelligent engagement platform, ON24 enables customers to combine best-in-class experiences with personalization and content, to capture and act on connected insights at scale.

ON24 provides industry-leading companies, including 3 of the 5 largest global technology companies, 3 of the 5 top global asset management firms, 3 of the 5 largest global healthcare companies and 3 of the 5 largest global industrial companies, with a valuable source of first-party data to drive sales and marketing innovation, improve efficiency and increase business results. Headquartered in San Francisco, ON24 has a wide global footprint with offices in key regions, including London, Singapore and Sydney. For more information, please visit www.ON24.com.

Role Overview:

Customer Success Managers (CSMs) are responsible for the relationship between ON24 and subscribing customers across our entire platform suite. This role is responsible for the effective enablement that leads to successful adoption of the ON24 solution. This is a role which requires an organized individual, who is comfortable interfacing with clients, handling multiple projects with both long and short timelines, and facilitating projects involving sales, engineering, finance, and external client teams.

Primary Responsibilities

Act as a trusted advisor to the end users and their management to drive product adoption and ensure they leverage the solution to achieve agreed operational priorities, leading to full business value

Conduct frequent reviews with accounts to determine customer satisfaction, risk, and drive KPI’s

Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success

Act as client point-of-contact to ensure successful execute of all client engagements.

Consistently meet project timelines and ensure client expectations are exceeded
Partner with the ON24 Onboarding & Launch teams to ensure new customers hit key milestones.

Assist with contract renewals, including identifying risk, deploying save plays, consulting on commercial conversations to help scope most viable solution set for upcoming renewal. This role could also include writing and processing renewal contracts.

Collaborate closely with various cross-functional teams (Product Management, R&D, Marketing and Sales) to improve operational processes and act as voice of the customer with those teams to drive better customer results.

Document all communication with users and accounts accurately and in a timely manner via system tools.

Ensure customer’s have ongoing guidance and access to the supporting tools ON24 hosts to support enablement including; client training portal, knowledge center, platform support ticketing system (chat, email and phone).

Essential Experience

At least 2 years of work experience in Customer Success Management

A bachelor's degree or the equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities

Essential Skills

The ability to work effectively with all levels of the organization to effectively complete assigned projects within the specified timeline

Professional experience with Microsoft Outlook, Word, Excel, PowerPoint, and Salesforce

Excellent organizational, planning, and communication skills

Integrity, Creativity, Intellectual Curiosity, High Standards, Persistence, and Achievement oriented

Proven ability to collaborate and build strong relationships with customers especially at the Executive level

Perks & Benefits:

Health benefits designed to fit the needs of you and your family — including medical, dental, and vision plans

Unlimited PTO policy and wellness days to log off and recharge

11 paid company holidays for US-based employees + 1 Floating Holiday + 2 Floating Wellness days

Employee Stock Purchase Plan

401K Plan with employer match

Reimbursements covering home office expenses and cell phone use

Fitness and wellness perks including discounted memberships with 24 Hour Fitness

The base pay range for this position is $90,000 - $100,000. This range is not a guarantee of actual compensation that may be earned nor a promise of any specific pay for any specific employee, which is always dependent on relevant experience, education, skills, location, and other applicable factors.

EEOC:

ON24 is proud to be an equal employment opportunities (EEO) workplace to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ON24 complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Pursuant to the San Francisco Fair Chance Ordinance, ON24 will consider for employment qualified applicants with arrest and conviction records

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