Description

Pleasanton-based, Martindale-Nolo, a division of Internet Brands, seeks a Senior Manager of Customer Success to lead our account management team and be a pivotal contributor to the overall customer success strategy. As the Senior Manager of Customer Success, you will be responsible for enhancing the account management team to develop our client services and support functions, structure, processes, and measurements to help drive upsells and retain clients.; develop strategic initiatives for targeted markets and help drive the direction to achieve long-term success as Martindale-Nolo continues to grow.

This is an excellent opportunity for a proven customer success professional who will guide our account managers to succeed in this market. Our Account Managers are responsible for developing long-term relationships with legal clients, advocating on their behalf, and fostering their success using Martindale-Nolo’s existing advertising websites and software. We are looking for someone who enjoys inspiring others to achieve their goals and has the vision to evaluate existing situations and create new approaches.

What you’ll do:
- Coach, mentor, and instill a culture of responsiveness in your team of account managers.
- Collaborate with peers in Sales, Marketing, Product, and Editorial to understand and implement programs that increase upsells, improve the effectiveness and productivity of the account management team and differentiate our solutions.
- Provide regular, data-based updates to executive partners regarding progress against quota attainment, team performance, and any challenges or roadblocks encountered along the way.
- Set strategies and programs to achieve revenue goals
- Establish and track the metrics and key performance indicators that drive our monthly business.
- Work with leadership and finance to develop and deploy compensation plans that drive the right behaviors and incentive strong performance and employee retention
- Work with leadership and recruitment to drive talent acquisition
- Continually refine the account management process – look for opportunities to improve best practices.

Experience:
- 8+ years in either customer success or account management, managing a book of business evaluated by net revenue + customer retention. 3+ years as a team lead and/or senior account manager/customer success role
- Experience using a CRM to manage day-to-day customer success tasks across a team.
- Quantitative and metrics-based mindset and experience with data compilation and analysis.
- Independent, self-starter who thrives on immersion in a rapidly changing environment and has excellent problem-solving and analytical skills.
- Proactive, can-do attitude, with excellent follow-through and resourcefulness, along with attention to detail.
- Motivational leader and metrics-driven decision-maker who knows how to help our customers and takes pride in representing our brand.
- Strong communication and interpersonal skills with the ability to be personable yet persistent.

At Internet Brands, we carefully consider a wide range of factors when determining compensation, including your background and experience. These considerations can cause your compensation to vary. We expect the rate for this position to be $90k + variable and will depend on your skills, qualifications, and experience. We encourage all interested candidates to apply.

About Martindale-Nolo:
With over 15 million visitors a month, Pleasanton-based Martindale-Nolo Legal Marketing Network is the most significant legal network online. Consumers visit our sites to get free and trusted legal information verified by our staff of editors. Our SEO experts make sure that we rank in the top position with search engines for a variety of keywords related to practice areas and topics we know consumers are searching for. Of the 15 million visitors, over 400,000 requests legal help, and we deliver these inquiries to our clients — qualified attorneys ready to help. Check out our website to learn more:https://www.martindale.com/marketyourfirm/lead-generation.

About Internet Brands:
Headquartered in El Segundo, Calif., Internet Brands® is a fully integrated online media and software services organization focused on four high-value vertical categories: Health, Automotive, Legal, and Home/Travel. The company’s award-winning consumer websites lead their categories and serve more than 250 million monthly visitors, while a full range of web presence offerings has established deep, long-term relationships with SMB and enterprise clients. Internet Brands’ powerful, proprietary operating platform provides the flexibility and scalability to fuel the company’s continued growth. Internet Brands is a portfolio company of KKR and Temasek. For more information, please visit www.internetbrands.com.

Internet Brands and its wholly-owned affiliates are equal opportunity employers.

Notice to California residents: you can find information about our privacy practices, on: https://www.internetbrands.com/work-with-us/cpra