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3 weeks ago

Job Summary

Recast is hiring a Customer Success Manager (CSM) for our customer facing team. You'll be directly reporting to our Head of Customer Success. This team is the front line in onboarding new clients, training, and regularly syncing with our customers to ensure their success/happiness. Part of your role will be interfacing daily with the Recast Data Science team to help them manage and prioritize customer work.

  • Minimum Qualification : Degree
  • Experience Level : Senior level
  • Experience Length : 5 years

Job Description/Requirements

What you'll do in your first 6 months:

  • Manage new customer onboarding, ongoing customer syncs, and QBRs — including meeting scheduling, defining agenda items, preparing slide decks, outlining and managing follow-ups, and addressing data and other questions
  • Act as the customer champion and trusted advisor — collecting and actioning feedback, de-escalating and resolving critical customer concerns, and ensuring the overall engagement and success of Recast users
  • Develop, upkeep, and circulate documentation & FAQs to support customers’ common challenges and questions
  • Work on strategic internal projects to improve the Recast Customer Experience (CX) (e.g. customer enablement programs)
  • Build and execute account plans to mitigate risk and drive growth 3+ quarters out across your portfolio


This probably describes you:

  • A strong attention to detail and ability to prioritize tasks and relationships for a portfolio of 10 - 20 customers
  • Experience working in a Customer Success, Account Management, Client Services or other similar professional customer-centric role
  • Experience working with marketing leaders on measuring marketing effectiveness (ideally in a consultative and/or agency environment) and an understanding of the goals, objectives, and pain points for marketers in the B2C space
  • A mind for technology - we’ll teach you about media mix modeling, but our customers and product are inherently technical and you should have an aptitude and curiosity to learn about those concepts
  • An entrepreneurial mindset - you often build entirely new process or practices to ensure we best serve this customer segment
  • Team player and passion for collaboration

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