Customer Success Manager

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.