Sr. Customer Success Manager
Senior Customer Success Manager - Home Services
Superpath Marketing is a nationwide, full-service digital marketing company helping clients maximize their business and brand. We believe that attracting and retaining the best talent is key to helping drive our business growth. At Superpath, we strive to create a culture and workforce that is innovative and rewarding, allowing our team to achieve success at every level. Superpath Marketing is committed to fostering and advancing diversity, equity, and inclusion in every aspect of our employee initiatives. If you are passionate about teamwork, serving others, and being a part of a dynamic team, we would love to connect with you!
Superpath Marketing is looking for a Senior Customer Success Manager to join the team to drive and build customer loyalty with a book of our home service clients by creating an exceptional, world class experience; focused on expanding customer accounts, increasing customer retention, and driving customer satisfaction.
Job Summary:
You will be responsible for developing and maintaining long-term relationships with a portfolio of Superpath home service clients, connecting regularly with key business executives and stakeholders. As the primary point of contact for your clients, you will work closely with Digital Consultants, Project Managers and Production to ensure the timely and successful delivery of our solutions. You will be responsible for anticipating the clients’ needs and proactively recommending strategies in order to meet the client’s desired outcomes. This position requires a detailed working knowledge of digital advertising and the motivation to push the future of online marketing for the small to medium business community.
Responsibilities:
Own and build strong relationships with your clients as a trusted business partner
Drive digital marketing strategies and campaigns for your clients that achieve measurable results
Own and deliver regular monthly business reviews, presenting performance insights and strategic recommendations to client stakeholders
Ensure the timely and successful delivery of our solutions according to the client's desired outcomes
Track and report on key marketing metrics
Proactively communicate internally and externally
Collaborate with sales on renewals, expansions, and upsell opportunities in pursuit of a monthly revenue goal
Maintain accurate and up-to-date client records across internal platforms and CRM tools
Assist with high-priority requests or issue escalations as needed
Education and Experience:
Bachelor's Degree (B.S./B.A.) Business, Marketing, or Management, or related field.
Three to five years of experience in a customer service role, required.
Having supported clients for SEM, SEO, email marketing, website creation or social network products, required.
Required Abilities and Skills:
Demonstrated ability to communicate, present and influence credibly and effectively at all levels of a home service organization.
Proven knowledge of and experience working within the home services industry
Knowledge of all Digital Marketing channels including SEO, SEM, Facebook, Instagram, Display, email marketing and web design
Ability to deliver client-focused solutions based on customer needs
Strong interpersonal skills and the ability to problem solve with customers and internal stakeholders
Excellent listening, negotiation, and presentation skills
Excellent verbal and written communications skills
Great attitude, and remarkable ability to build rapport in the initial conversation and throughout client lifecycle
High competency to move between software platforms to complete tasks
Proven knowledge of digital marketing solutions
Ability to analyze and report on marketing data
Ability to work in a fast paced environment
Preferred Qualifications:
3-5 years of experience in Digital Marketing, Customer Success, Account Management or a related field, agency or sales experience a plus
3-5 years of experience working within the home service industry
Experience collaborating with sales teams to advance opportunities
Experience in project management software systems
Experience with home service CRM tools and scheduling platforms; Service Titan, Housecall Pro
Experience with GA4
Compensation and Benefits:
Compensation starts at $70,000+ and eligible for bonus.
Group Health Insurance, including Medical, Dental, and Vision
Flexible Vacation Policy
401k Retirement w/ company matching
Supplemental Benefits (i.e. STD, LTD, Life)
remote working environment