Customer Success Manager
Role summary
BigMarker is seeking a Customer Success Manager with experience in account management, sales, or software implementation. The role involves advising customers on program strategy, integrating AI tools, and optimizing performance through data analysis. Key responsibilities include driving customer success, managing renewals, identifying expansion opportunities, and collaborating with internal teams. The ideal candidate is tech-forward, strategic, and comfortable leveraging AI and data dashboards to deliver value and scale customer impact in a rapidly growing SaaS environment.
About the Role
BigMarker is looking for a highly organized, customer-focused, and strategic Customer Success Manager with a background in account management, sales, and/or software implementation.
The ideal candidate has a successful track-record implementing software- and service-based solutions, building long-term customer relationships, and actively leveraging modern AI tools and data dashboards to scale impact. We are looking for tech-forward, strategic, and dedicated individuals who thrive in a collaborative, AI-empowered environment. If you enjoy working with high-performing professionals to deliver innovative solutions and world-class customer experiences through modern workflows, we encourage you to apply. We are a rapidly growing company, so there is significant growth opportunity for high performers.
Key Responsibilities
Customer Program Strategy Advisory & AI Integration
- Partner with customers to define clear business objectives and KPIs for webinar and event programs (e.g., demand generation, pipeline influence, customer engagement, revenue impact).
- Develop and maintain strategic plans that align customer programs to broader business goals, incorporating emerging AI features and digital event innovations.
- Provide proactive recommendations to optimize program structure, cadence, audience targeting, and content strategy.
- Advise customers on best practices for scaling webinar and event programs across regions, departments, and use cases.
Performance Optimization, Analytics & Business Impact
- Leverage BigMarker’s advanced AI reporting tools and internal performance dashboards to track customer health, engagement, and ROI.
- Conduct regular business reviews that translate complex reporting metrics into actionable, strategic recommendations.
- Identify opportunities to expand program impact through new formats, audience segments, integrations, or product capabilities.
AI Adoption & Operational Excellence
- Champion the internal adoption of AI productivity and intelligence tools to streamline workflows, enhance account forecasting, and elevate communication quality.
- Maintain deep product expertise across webinar and event capabilities, including AI-driven features, to confidently position solutions and use cases.
- Deliver high levels of responsiveness and executive-level communication.
- When challenges arise, provide thoughtful, strategic solutions grounded in business impact and data.
Customer Advocacy & Thought Leadership
- Serve as a strategic thought partner, offering insights on industry trends, digital engagement, and how AI is shaping the future of virtual events.
- Represent the voice of the customer internally, influencing product enhancements and roadmap priorities.
- Collaborate cross-functionally with Sales, Marketing, Product, and Professional Services to ensure customers achieve measurable outcomes.
Revenue Ownership & Growth
- Own retention and renewal strategy across assigned accounts.
- Identify and advance expansion opportunities aligned to customer program maturity and evolving needs.
- Utilize internal AI-driven predictive insights and dashboards to maintain accurate forecasting and pipeline visibility.
What We Are Looking For/Requirements
- 3+ years of experience in Customer Success, Account Management, or SaaS implementation.
- Comfort with and enthusiasm for using AI tools to optimize daily workflows, analyze data, and support account growth.
- Strong ability to navigate and translate data from dashboards into strategic advice for clients.
- Excellent written, verbal, and executive presentation skills.
What Success Looks Like
- Customers view you as a strategic advisor who brings innovative, tech-forward solutions to their programs.
- Internal AI tools and dashboards are seamlessly integrated into your daily routine, driving faster responses and proactive account management.
- Webinar programs evolve from one-off events to scalable, repeatable growth engines.
- Measurable improvements in engagement, pipeline contribution, and retention.
- Strong renewal rates and expansion driven by value realization.
