Customer Success Manager

This is a 100% remote, full-time position.

A growing, fast-paced agency, McLellan Writing Team is seeking a Customer Success Manager to ensure a stellar experience for our clients at every touchpoint in our content creation process. Since 1994, we have delivered enterprise-class marketing strategy and content for many of the technology companies in the Fortune 500 to support their sales organizations.

As Customer Success Manager, you’ll play an integral role in how our customers utilize our writing services, realize the value of decades of campaign strategy and continue to grow with us. In this dynamic role, you will be charged with ensuring that our customers are successful and happy — your approach in this effort will vary from customer to customer, and that’s the fun part. You will establish close relationships with our customers, spend time consulting on the campaigns they’re developing, suggest content types and review drafts from our editorial team before sending them to the customer for review. It takes a team effort to deliver enterprise-class content for global technology leaders — and you’ll be a central player in making that happen.

You will be responsible for everything concerning our customers, including booking projects, supporting the creation of marketing content, educating customers about the services we deliver and increasing the value we bring to their organizations. In addition, you’ll work closely with our editorial team to ensure they have what they need to deliver the content our clients want.

Who you are:

  • You’re a seasoned verbal and written communicator.
  • You’re obsessed with the customer experience and are a pro at developing a trusted advisory relationship.
  • You love working with technology.
  • You’re experienced in meeting with enterprise clients to understand their needs and recommend solutions to meet their goals.
  • You quickly grasp new and complex topics and communicate them clearly.
  • You’re highly analytical, creative and resourceful.
  • You’re a self-starter who can establish priorities, meet deadlines and work independently.
  • You thrive in a collaborative, team environment.

What you’ll do:

  • Learn about our clients’ content and strategy needs to develop successful marketing campaigns.
  • Organize, lead and participate in customer meetings such as pitch sessions, project kick-offs, interviews and content reviews.
  • Work with customers to develop campaigns and suggest content strategies.
  • Strategize, conceive and execute processes to streamline and scale customer projects.
  • Manage your time, your individual responsibilities and the needs of other members of your team to meet deadlines.
  • Identify opportunities to upsell and cross sell more content for marketing campaigns.
  • Develop critical success factors, key metrics and enhancement recommendations.
  • Maintain accurate information and intelligence data on all customer interactions.

Qualifications:

  • 5+ years of experience working as a Customer Success Manager (or similar) directly with B2B enterprise clients.
  • Professional and diplomatic manner and superb people skills; ability to build rapport and effective working relationships.
  • Strong communication skills; you’re consistent in written and verbal communications across different content topics and formats.
  • Close familiarity with AP Style, Chicago Manual of Style and other style guides, as well as branding and marketing guidelines.
  • Familiarity with content management and project management systems.

Education:

  • Bachelor’s degree. English, communication, journalism or similar preferred.
  • Coursework in technical writing, marketing, computer science or business a plus.

Benefits

  • Vacation
  • Paid holidays
  • Health insurance
  • 401(k) plan with company match

Salary

$80,000-$105,000, depending on experience.

This position is full-time, 40 hours/week.

Monday-Friday, 8 am to 5 pm

Ready to apply?

Step one: Visit www.mclellanwritingteam.com to get an idea of who we are and what we do.

Step two: Please provide a cover letter and resume in a single document, cover letter first, resume second. You may submit either a Word document or PDF. Name the document in the following format: lastname_firstname_Customer_Success_Manager.pdf or .docx. For example: Snape_Severus_Customer_Success_Manager.docx

In your cover letter, let us know why you’re a great fit for the job. Feel free to include links to online portfolios and samples. Don’t be shy. We want people who know they’re good and want to make a difference in their work. That’s the kind of team you’ll be joining.

Email the application documents to: mwtresume@mclellanwritingteam.com