Customer Success Manager

About Us
ISMG is a global intelligence firm linking professionals and businesses with cutting-edge technology, AI, and cybersecurity advancements via industry-leading news, research, dynamic events, strategic education, and specialized marketing services. With a portfolio of over 20 brands, 38 digital media platforms, and more than 400 in-person and virtual events held annually, we connect with a global audience of over 1.8+ million subscribers.
By leveraging our advanced industry knowledge and vast network of media properties, we're able to provide customers with a diverse portfolio of effective and customizable lead generation and brand dominance solutions to meet their unique organizational needs.  
The Opportunity
We are looking for a personable and creative thinker to further amplify our extraordinary Digital Campaigns team as a Customer Success Manager!
As Customer Success Manager, you will be responsible for maintaining exceptional business relationships with our digital marketing clients, delivering value through unwavering support and consistent communication, with the ultimate goal of driving customer satisfaction and retention. In this role, you will conduct regular discovery sessions and strategic touchpoints with customers to better understand their desired business outcomes and serve as a trusted advisor, providing recommendations and data-driven insights, proactively addressing potential issues, and advocating for their needs within the organization as you strive to identify new and improved ways to enhance our capabilities and produce stronger results.  
Responsibilities

• Managing Client Relationships via regular communication, proactive engagement, and providing exceptional customer service.
• Serving as a liaison between clients and our delivery team and ensuring customer needs are met by tailoring solutions and support in accordance to their unique pain points, business goals, and requirements. 
• Monitoring campaign performance by tracking customer engagement metrics, key performance indicators (KPIs), and campaign success scoring to identify potential risks and proactively address issues.
• Actively managing campaigns to ensure renewals, identify expansion opportunities, and work with sales teams to develop customized plans for each client outlining upsell opportunities for additional products or services.
• Gathering customer feedback through surveys, meetings, and other channels to inform product development and service improvements.
• Working closely with sales, marketing operations, product, and customer support teams to ensure seamless customer experience throughout the campaign lifecycle.
• Learning and developing familiarity with the information security vendor community.

Qualifications

• Bachelor’s Degree or higher in Marketing or a related field.
• 3-5 years of experience in a client-facing Customer Success/Customer Service role within a digital marketing landscape. 
• Previous experience with marketing campaign execution is preferred with technology or information security marketing being a major plus! 
• Excellent communication, both written and verbal, along with exceptional client support skills, customer service ethics, and high expectations for quality.
• Analytical and strategic with strong problem solving skills, able to leverage clear reasoning to identify effective solutions and professionally manage resolution.
• Proactive and self-starter curiosity with a drive toward efficiency.
• Ability to work effectively both as part of a team, interfacing with co-workers and supporting department objectives, and independently when needed.
• Excellent written and verbal communication.

Additional Details:

• Located in our Mumbai office with on-site presence required M-F.
• Exact compensation varies based on experience level.