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Now viewing: Customer Success Manager
SC
Strata Company
Customer Success Manager
Job Description
About Strata Company Strata provides smart marketing solutions to some of the nation's most respected brands. We bring marketing, creative, and production together into a single, streamlined workflow, and develop emerging technology to help clients solve complex marketing and communications challenges. The Role The Customer Success Manager leads new customers from signed agreement through onboarding, platform adoption, and program activation, then helps them use Strata's technology and services to build more effective marketing programs. This person does more than teach customers how the platform works. They learn what the customer is trying to accomplish, help shape the strategy, and identify thoughtful ways to use the SaaS application, direct mail, data, and campaign insights to improve results. You will guide customers through a structured onboarding experience, coordinate the internal work required to launch successfully, and remain closely involved as a strategic partner after activation. You will facilitate conversations around audience, timing, personalization, testing, automation, and campaign performance, translating customer goals into practical programs that can be executed through Strata's platform and services. You will also help improve Strata's onboarding and customer success processes over time, building the workflows, milestones, resources, and communication standards needed to deliver a consistent, high-quality customer experience. What You'll Do Lead the complete customer onboarding process from internal sales handoff through kickoff, platform setup, activation, and first successful campaign. Learn each customer's business, audience, marketing objectives, current programs, and measures of success. Facilitate strategic conversations that help customers determine how to use Strata's platform, data, and direct mail capabilities more effectively. Brainstorm campaign approaches involving audience targeting, personalization, triggered communications, testing, timing, and multichannel coordination. Translate customer goals into actionable campaign strategies and platform use cases. Use campaign results, customer feedback, and platform activity to recommend improvements and next steps. Help customers move beyond individual campaign execution toward more scalable, repeatable marketing programs. Partner with Sales during discovery and handoff to understand what was sold, what problem the customer is trying to solve, and where additional opportunities may exist. Coordinate across Sales, Client Services, Operations, Production, and Development to bring customer strategies to life. Identify opportunities to expand the customer's use of Strata's platform and services based on legitimate business and marketing needs. What We're Looking For 3+ years in customer success, customer onboarding, implementation, strategic account management, or a similar customer-facing role within a SaaS or technology-enabled business. Demonstrated experience onboarding customers onto a SaaS application or technology platform. Experience helping customers apply technology to achieve marketing or business outcomes, not simply providing platform training or technical support. Experience developing or improving customer onboarding processes, workflows, implementation plans, or customer success standards. Direct mail, print marketing, marketing technology, agency, or broader campaign strategy experience. Working knowledge of marketing concepts such as audience targeting, customer acquisition, segmentation, personalization, campaign testing, and performance measurement. Ability to lead consultative conversations, ask strong questions, and turn broad customer goals into practical recommendations. Ability to balance customer strategy with the operational details required to execute successfully.