MediaNews Group, Inc.

  • Customer Success Manager

    Job Locations US-CA-San Jose
    Posted Date 1 month ago(8/9/2019 1:01 PM)
    Requisition ID
    Time Type
    Employment Type

    Job_Logo_BayArea NewsGroup


    The Customer Success Manager is responsible for the successful launch of customer websites sites on the Convertly platform.  This role relays feedback to the development team, creates customer websites on the Convertly platform, and answers customer questions.  


    CSM responsibilities begin with implementation. The CSM translates client business objectives previously gathered from the Account Executive into a concrete plan for both user onboarding and executive business milestones. A solid business acumen is critical to this process, as the CSM must distinguish between client business objectives and the Convertly product features that enable them to achieve these goals during the design phase.


    Throughout the customer lifecycle, the CSM works with the Account Executive to expand the account footprint and ensure strong adoption of the platform. #BANG #Mid-Senior level


    • Act as a trusted advisor for customers from implementation through renewal
    • Design customer websites on the Convertly platform based on customer website objectives
    • Provide feedback to the development team on feature requests and bug reports
    • Deliver and/or coordinate basic and advanced training sessions to drive customer usage and adoption
    • Educate client base on new and upcoming Convertly products to ensure their awareness and ongoing adoption of the platform
    • Handle website inquiries via phone, chat or email


    • 1-3 years experience as the lead for website inquiries via phone, chat or email
    • 1-3 years experience working with internal and external stakeholders.  
    • Experience with digital advertising or marketing


    Bay Area News Group is a proud equal opportunity employer. All qualified applicants for all job openings are welcome and will be considered without regard to race, color, religion, national origin, sex, age, sexual orientation, physical or mental disability, or any other basis protected by state, federal or local law. It is the intent of the Company to comply with all applicable federal, state and local legislation concerning equal opportunity in employment and will be kept confidential according to EEO guidelines.


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