Customers are the lifeblood of any business. Our customers engage with PulsePoint because the products we offer help them solve a problem in reaching their target health audiences. But product attributes are only one part of a purchase decision. The total experience of the product from purchase and use, to problem-solving after the sale, also matter; perhaps more than product attributes alone.

It is for that reason that we place incredible emphasis on our Account Management team and are looking for an amazing VP of Account Management & Customer Success to lead our 10+ person (and growing) Account Management and Client Strategy teams.

WHAT YOU’LL BE DOING:

  • Set strategy, policies, priorities, and best practices for a national account management team.
  • Focusing on NPS methodology, develop and lead a client-first strategy that delivers solutions not just products and actionable insights that drive outcomes.
  • Ensure PulsePoint delivers an exceptional customer experience at every touchpoint – from first engagement to post-campaign reporting.
  • Develop customer listening paths to drive metrics for customer loyalty and profitability.
  • Own and cultivate senior-level relationships at our client companies to not only support your team’s day-to-day efforts but to secure long-term strategic business.
  • Design strategies for renewals and expansion based on proven success with existing clients.
  • Collaborate with our Product teams to identify features that will lead to greater success, growth, and retention of our current clients.
  • Partner with Sales leadership to identify challenges, propose solutions and activate change where necessary.
  • Provide strategic reports and insights on client performance and KPIs that inform opportunities and growth.
  • Ensure balanced staffing plan, workload, and relationship alignment between account managers and sales.
  • Create career pathing and an environment for growth and development for your team.

Requirements

  • 10+ years Account Management, Account Strategy, Customer Success, or Client Services experience in a digital, technology driven/programmatic environment.
  • 5+ years leading a high performing Account Management/Customer Success team, in a solution-oriented culture.
  • Robust C-level client direct partnership and strategy experience.
  • Willingness to roll up your sleeves as an Account Strategy leader.

Benefits

WHAT WE GIVE TO YOU

  • Comprehensive healthcare with 100%-paid medical, vision, life, & disability insurance
  • 401(k) Match
  • Generous paid vacation and sick time
  • Vacation reimbursement (we give you $500/year to take vacation), marriage leave
  • Paid parental leave, new parent perks, & adoption assistance
  • Annual training and development budget & annual tuition assistance
  • Donation matching and group volunteer opportunities
  • A referral bonus program — we love hiring referrals here at PulsePoint

And there’s a lot more!

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