Attentive is a personalized text messaging platform changing the way consumers interact with businesses and organizations. The company is one of the fastest growing startups in New York City and recently raised a $470 million Series E investment led by Coatue in March 2021. Other investors in Attentive include Bain Capital Ventures, Sequoia, IVP.
We work with 4,000+ of the most innovative brands like Coach, Urban Outfitters, CB2, Pura Vida, Lulus, and Jack in the Box. Attentive was founded in 2016 by the co-founders of TapCommerce, a mobile marketing platform that was acquired by Twitter in 2014.
We are looking for a driven customer success person to join our team as a Client Strategy Manager for our Concierge product line, a service that builds on our acquisition of Tone to offer AI-assisted, human-powered personalized conversations. You will work closely with the CS executive team to help refine and improve our customer success processes and playbooks. You will also coordinate cross-functionally with marketing, sales, product, and design to bridge the gap between product and customers. Your core responsibility will be working with customers as a trusted consultant for our Concierge service and to build out that new discipline.
Strengthen the relationship with new and existing Concierge clients through onboarding, integration and account growth
Develop a “consultant” perspective to client communications, questions, and meetings
Regularly review conversational data and advise clients on strategies for driving revenue and customer loyalty
Lead and present at regular client meetings, both in-person and over video conference
Proactively manage a large book of business: analyze customer usage to form accurate forecasts, manage risk throughout the year though proactive touch points, and take the lead in developing expansion and resolution strategies
Work closely with the executive team to translate customer feedback into specific product requirements
Skills & Requirements
2-4 years of account management experience required, preferably at a marketing/software company
Strong understanding in customer success techniques and strategies
Comfortable learning new software (for design, data management, and internal tools)
Experience navigating complex work processes, tight timelines, and changing teams
Extremely detail oriented and organized
Knowledge of Salesforce or related CRM tools
Interest in startups, software and entrepreneurship
Benefits & Perks
Robust health benefits packages including access to a 401k and various medical, dental and vision plans, and $100/month fitness reimbursement
Full support for remote work
Daily lunch delivery credit and other goodies sent to home
Regular company-wide social events (even virtually!)
Generous annual education stipend toward job-related external learning opportunities
An extremely enthusiastic team that appreciates collaboration
Attentive is an Equal Opportunity Employer. We’re committed to diversity and maintaining a work environment that is free from harassment and discrimination. We’re committed to them because our core values demand it – values like Integrity First, Listening & Cultivating Discussion, and Default to Action. We believe in embracing “self” and that our true strength lies in the diversity of our employees. For this reason, applicants from all backgrounds are encouraged to apply, and will not be discriminated against on the basis of any protected status under federal, state, or local law.