Senior Customer Success Manager of Growth Experience
1871 Member Company
- Chicago, IL
- Permanent
- Full-time
- Relationship Management & Member Retention:
- Own full Growth Member lifecycle, from new member orientation to renewal and any needs in between.
- Establish yourself as a trusted advisor to growth stage founders and leaders; listen and understand customer challenges; and then develop and execute the action plan to resolve [with support from greater Experience Team].
- Facilitate meaningful connections across members (i.e. make peer to peer connections as well as between large companies and startups).
- Lead growth stage member orientation and info sessions to welcome prospects and new members into our community.
- Sales and Business Development:
- Negotiate contracts and proactively close annual Growth member renewal agreements.
- Ensure the timely and successful delivery of solutions according to member needs and objectives.
- Serve as an 1871 ambassador within the greater technology community
- Project Management:
- Effectively manage multiple member accounts simultaneously, ensuring all member needs are met against identified timelines
- Coordination and Collaboration:
- Act as internal 1871 advocate to ensure growth member and partner needs are met, relaying member feedback to our internal product team as needed and establishing effective routes for team communication.
- Problem Solving:
- Keen eye and quick to identify issues, analyze data while maintaining collaboration with teams to create effective solutions.
- Exceptional interpersonal skills and adaptability to foster strong customer relationships while navigating diverse challenges in dynamic environments.
- Designing and owning the customer journey with the customer experience in mind.
- Placeholder
- Data Analysis and Reporting
- Responsible for the strategy, tracking and reporting on metrics related to customer growth, customer health, churn and retention, and overall effectiveness of growth membership.Regular review of performance against targets, with proactive adjustments to tactics and strategies, is essential.
- A customer success enthusiast – you enjoy delivering the best experience possible and constantly identifying new ways to improve the member experience. The customer is always top of mind and your solutions are creative and all-encompassing of the 1871 ecosystem.
- A connector – you intrinsically enjoy problem solving with a set product suite and consistently finding the right fit within the tech community for members based on their unique needs. There is something for everyone at 1871!
- A team player -- you appreciate your team depending on you and therefore you work hard to play your part to drive the bigger mission of the organization.
- A relationship builder - you enjoy creating and nurturing relationships and can cultivate mutual benefits along the way. You work to strengthen relationships internally as much as externally to provide the best experience from the inside out.
- 5+ years of experience in managing customer success or membership experience and existing member sales.
- Demonstrated success in strategy and execution, passion for problem solving while striving for continuous improvement.
- Excellent communication and interpersonal skills
- Demonstrate proficiency in analyzing performance data, making data-driven decisions, and meeting or exceeding established targets.
- Ability to follow-through on commitments and communicate relevant information to internal and external stakeholders of all levels—the member company C-suite team and 1871 C-suite team.
- Experience maintaining CRM data (HubSpot experience is a plus)
- Strong leadership, people management and team building skills
- Work at the center of Chicago tech innovation.
- Unparalleled access to opportunities and networking with some of the biggest players in tech.
- Convenient downtown location
- Casual environment and dress code
- Work as part of a diverse team
- Remote work opportunities [This role has a hybrid format - virtual 2 days a week and in person from the 1871 space in the Merchandise Mart for 3 days a week.]