Enterprise Customer Success Manager

📌 Core Information

🔹 Job Title: Enterprise Customer Success Manager

🔹 Company: MikMak

🔹 Location: New York, United States

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service, 🎧 Customer Experience (CX)

🔹 Date Posted: April 1, 2025

🔹 Experience Level: 5-10 years

🔹 Remote Status: Remote OK

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Engaging and retaining a portfolio of MikMak brands and major publishers
• Focusing on customer value maximization to drive retention and satisfaction
• Acting as a solution consultant to enhance business value from MikMak services
• Identifying growth opportunities through potential new customer value areas

ASSUMPTION: This role may involve travel and collaboration with major brands and publishers to deepen relationships and drive business growth.

📋 Key Responsibilities

✅ Ensure Enterprise customers achieve business value for every stage of their customer lifecycle journey post-sale

✅ Act as a solution consultant, understanding customer business drivers

✅ Tailor recommendations on leveraging MikMak’s platform for maximum value

✅ Incorporate customer feedback and enhancement requests into Salesforce for documentation

✅ Develop and implement strategic success plans for client portfolios

✅ Conduct business reviews with senior leadership to share metrics and insights

✅ Proactively and reactively reach out to ensure customer satisfaction

✅ Collaborate with marketing and sales to enhance brand awareness and product adoption

ASSUMPTION: The role requires both proactive and reactive strategies to optimize customer experiences and drive results efficiently.

🎯 Required Qualifications

Education: Not specified

Experience: 4+ years in customer success roles, ideally within retail or media sectors

Required Skills:

• Customer Success Management
• Brand Consulting
• Media Buying
• Media Planning
• Data Storytelling

Preferred Skills:

• Experience with Salesforce for capturing customer feedback
• Strong analytical and communication skills
• Knowledge in CPG and Publisher experience

ASSUMPTION: Candidates may benefit from having industry certifications in customer success management or data analysis.

💰 Compensation & Benefits

Salary Range: $100,000 - $120,000 base with $40,000 variable

Benefits:

• Comprehensive medical, dental, and vision insurance
• Flexible time off and health days
• 401k with company matching

Working Hours: Standard 40-hour work week, with potential for flexibility

ASSUMPTION: The detailed compensation package reflects competitive elements aligning with industry standards for a Customer Success Manager role.

📌 Applicant Insights

🔍 Company Context

Industry: Software Development focusing on eCommerce solutions and SaaS

Company Size: 51-200 employees, positioned for agility and growth

Founded: 2014, with notable achievements in eCommerce acceleration

Company Description:

• Leading eCommerce acceleration for multichannel brands
• Provides analytics and eCommerce enablement software
• Partners with media and retailers globally

Company Specialties:

• eCommerce
• Marketing
• Data & Analytics

Company Website: http://www.mikmak.com

ASSUMPTION: MikMak's focus on comprehensive eCommerce solutions provides a robust environment for professionals in this space to innovate and grow.

📊 Role Analysis

Career Level: Mid to Senior level, focusing on leadership in customer success initiatives

Reporting Structure: Likely reports to Head of Customer Success or similar senior leadership

Work Arrangement: Primarily on-site with some flexibility for remote work

Growth Opportunities:

• Opportunity to advance to higher leadership roles within customer success
• Potential to contribute to product development through customer feedback
• Significant role in strategic planning for customer accounts

ASSUMPTION: Career progression in this role may lead to strategic leadership positions within the company’s customer success department.

🌍 Location & Work Environment

Office Type: Modern, collaborative office setting with advanced technology support

Office Location(s): Multiple locations in New York City, offering accessibility and convenience

Geographic Context:

• Located in New York, a global hub for business and innovation
• Proximity to major brands and media companies
• Access to rich cultural and professional networking opportunities

Work Schedule: Regular business hours with flexibility for client meetings and events

ASSUMPTION: The collaborative and tech-forward work environment supports dynamic work styles and fosters innovation.

💼 Interview & Application Insights

Typical Process:

• Initial phone screening with HR
• Technical assessment related to Customer Success Management
• Panel interview with cross-functional team members

Key Assessment Areas:

• Ability to drive customer satisfaction and retention
• Communication and presentation skills
• Analytical proficiency in using data for decision-making

Application Tips:

• Highlight experience with retail brands or publishing industries
• Demonstrate data-driven decision-making capabilities
• Prepare examples of past customer success stories and outcomes

ATS Keywords: Customer Success Management, Brand Consulting, KPI Tracking, Data Analysis

ASSUMPTION: The interview process may focus greatly on technical competencies and soft skills needed for effective client relationship management.

🛠️ Tools & Technologies

• Salesforce
• Google Slides & Sheets
• Data storytelling tools

ASSUMPTION: Proficiency in these tools is essential for capturing and analyzing customer success metrics effectively.

👔 Cultural Fit Considerations

Company Values:

• Innovation
• Customer-focused growth
• Diversity and inclusion

Work Style:

• Collaborative and cross-functional teamwork
• Proactive and solution-oriented
• Flexible and adaptable to change

Self-Assessment Questions:

• Do I thrive in dynamic and fast-paced environments?
• Can I effectively manage complex client relationships?
• Am I able to leverage data for strategic decision-making?

ASSUMPTION: Applicants who are adaptable and thrive in collaborative settings are likely to excel at MikMak.

⚠️ Potential Challenges

• Managing a high volume of customer interactions
• Navigating complex client hierarchies
• Balancing proactive and reactive customer service needs
• Continuously uncovering new opportunities for customer growth

ASSUMPTION: The high-impact nature of the role may pose challenges but also offers significant opportunities for professional growth.

📈 Similar Roles Comparison

• Higher focus on collaborative growth than traditional Customer Success roles
• Greater emphasis on strategic planning and execution
• Opportunity for cross-functional teamwork not typically seen in similar roles

ASSUMPTION: This role offers a broader scope and influence compared to conventional customer success positions due to its strategic nature.

📝 Sample Projects

• Developing strategic success plans for a top CPG brand
• Coordinating cross-functional teams to drive product adoption
• Leading workshops to identify customer service enhancement opportunities

ASSUMPTION: Sample projects may involve significant collaboration with clients and internal teams, enhancing service delivery and customer satisfaction.

❓ Key Questions to Ask During Interview

• What does success look like for the Enterprise Customer Success Manager at MikMak?
• How does MikMak support professional development within the Customer Success team?
• Can you describe the company culture and team dynamics?
• How does this role contribute to MikMak’s overall mission?
• What challenges might I face in this position, and how could I overcome them?

ASSUMPTION: Asking insightful questions can provide clarity on role expectations and company culture.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the MikMak careers portal
• Prepare detailed examples of your past experiences
• Highlight your analytical and strategic thinking skills in your CV
• Research MikMak’s products and market presence
• Reach out to existing employees on LinkedIn for insights

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.