Customer Success Manager
BigMarker
- Location
- Onsite (Chicago, Illinois)
- Employment
- Full-time
- Level
- Senior Level
About the Role
BigMarker is seeking a Customer Success Manager to serve as a trusted advisor and strategic partner for enterprise and mid-market clients. This role focuses on guiding clients to effectively utilize BigMarker's event and marketing tools to achieve their goals, driving product adoption, and ensuring long-term retention.
Skills
Full job details
About the role
As a Customer Success Manager, you will be the trusted advisor and strategic partner for a portfolio of our enterprise and mid-market clients. You won't just support them, you will guide them on how to best utilize BigMarker’s suite of tools (Webinars, Virtual Venues, Badge Printing, Mobile Apps) to achieve their event and marketing goals.
Your primary objective is to drive product adoption, ensure successful event execution, and foster long-term retention. You will bridge the gap between technical capability and business outcome, ensuring that every event, whether virtual, in-person, or hybrid, runs flawlessly.
Key Responsibilities
- Strategic Account Management: Own a portfolio of customer accounts, serving as the primary point of contact post-sale. Build strong relationships with stakeholders (Event Managers, CMOs, L&D Directors) to understand their business objectives.
- Onboarding & Enablement: Lead kick-off calls and onboarding sessions to ensure clients are set up for success. Train users on platform features, best practices, and new product releases.
- Event Success: Act as a consultant for client events, offering guidance on run-of-show, engagement strategies (polls, Q&A, networking), and technical configurations.
- Retention & Growth: Monitor account health, usage metrics, and NPS scores to proactively identify churn risks. Partner with Sales to identify upsell/cross-sell opportunities (e.g., upgrading from webinars to full virtual venues).
- Cross-Functional Collaboration: Serve as the "Voice of the Customer," channeling feedback to Product and Engineering teams to help shape the roadmap. Work with Support to escalate and resolve critical technical issues.
- Business Reviews: Conduct Quarterly Business Reviews (QBRs) to demonstrate ROI, review event performance analytics, and map out future strategies.
Qualifications
- Communication: Exceptional verbal and written communication skills. You can speak the language of a Marketing Manager focused on webinar lead generation and an Event Planner focused on attendee flow and badging.
- Webinar/Events Marketing Experience: 5+ years of experience in Customer Success or Event Operations. You must have a track record of managing recurring webinar programs (marketing, training, town halls) and/or large-scale events (virtual conferences, hybrid summits).
- Versatility & Adaptability: You can easily switch gears between the "high volume" mindset of daily webinars and the "high complexity" mindset of multi-day conferences.
- Tech-Savvy: Comfortable learning complex software quickly. Familiarity with HTML/CSS, marketing automation tools (HubSpot, Marketo, Salesforce) is a major plus.
- Strategic Project Management: You possess the organizational skills to manage a high volume of webinar accounts while simultaneously quarterbacking long-term event projects.
- Live Pressure Management: You understand that whether it’s a CEO’s town hall or a global summit, there are no "do-overs." You remain cool under pressure and can troubleshoot live technical issues (audio/video, connectivity) with grace.