MomentFeed is the leading mobile customer experience management platform for multi-location brands. We help retailers, restaurant chains, banks, salons, and automotive groups to use their stores' digital presence to drive more sales. The platform enables mobile engagement across Facebook, Google, Instagram, Snapchat, Yelp, and Twitter to create a comprehensive mobile presence that influences each step of the consumer's path to purchase. We're headquartered in Santa Monica and doubling in size every year. And, we're hiring!

Senior Client Success Manager at MomentFeed

Be part of the local marketing revolution - join MomentFeed!

MomentFeed is the leader in enterprise, software-as-a-service (SaaS) localized marketing solutions. Our digital marketing platform connects brands and consumers at the local level. The platform empowers global brands to capture local audiences, engage with consumers in authentic and locally relevant ways, and measure campaign performance down to the point of sale. MomentFeed helps marketers succeed in the mobile era by unifying Facebook, Foursquare, Google, Instagram, Twitter, Yelp and other social platforms for efficient management across all business locations. 

In a SaaS company, client retention is paramount to success. Our Client Success Services team’s primary objective is high client satisfaction and retention. We work closely with our clients to ensure they realize material value from their investment in MomentFeed’s solutions and look for opportunities to drive greater client adoption and upsell additional product and services.

As Senior Client Success Manager (“Sr. CSM”), you will be responsible for managing, supporting, and renewing client adoption of MomentFeed solutions. You will partner with assigned strategic clients to help them achieve their business objectives, drive adoption, accelerate time to value, and provide digital marketing expertise. The Sr. CSM must be confident selling, consulting, and negotiating with employees at all levels, including executives. The ideal candidate will be a motivated, self-driven, team player with a passion for client service and technology.

If you want to be an integral part of a rapidly growing, cutting-edge technology company with venture capital backing and huge growth potential that believes in taking risks and that revolutionary ideas can come from anywhere and anyone, MomentFeed may be a fit for you.

Responsibilities

  • Create and communicate client relationship management strategy and lead activities
  • Drive, negotiate, and close renewal business
  • Establish a trusted adviser relationship that works to ensure client’s overall satisfaction with our product and services
  • Conduct quarterly and annual business reviews with clients to present MomentFeed value delivered
  • Develop success plans for clients that outline their critical success factors, metrics for success, potential issues, and provide recommendations
  • Monitor and facilitate clients adoption of our solution features and functionality while providing MomentFeed with an understanding of clients’ overall business needs, priorities as they relate to our products and services
  • Act as a liaison between product management and clients with a focus on communicating the MomentFeed roadmap and how the roadmap will influence client activities
  • Ensure clients takes advantage of MomentFeed best practices
  • Identify opportunities to extend MomentFeed solution footprint and work with sales team to achieve growth goals
  • Promote opportunities for two-way communication
  • Work with client business leads and executive team to identify/resolve all issues that could impact satisfaction
  • Prioritize and drive resolution on escalated client issues
  • Keep clients informed of process and procedural changes
  • Become proficient in MomentFeed’s Client Success Framework
  • Demonstrate competency in the MomentFeed localized marketing suite of applications
  • Develop client success stories, case studies and client references
  • Develop and maintain expertise on industry trends, practices and competitive landscape

Required Skills / Experience

  • MUST HAVE 5+ years in a customer success position managing enterprise-level accounts
  • Successful track record of renewal ownership expertise
  • Proven ability to collaborate and build strong relationships with clients especially at the executive level
  • Consulting experience either as an internal consultant or with a consulting/software company
  • Proven success aligning client requirements to software solutions, as well as gathering and demonstrating ROI information
  • Excellent verbal and written communication skills, including the ability to chair meetings or host webinars
  • Excellent organization, time management, and problem-solving skills
  • Strong understanding of digital online marketing including marketing automation, content management systems, analytics, and customer relationship management
  • Working knowledge with at least one of the following business areas: marketing, social media, customer experience management
  • Proven ability to engage across corporate functions (e.g., sales, professional services, product management)
  • Bachelor degree required, at a minimum (business or technical degree preferred); MBA a plus
  • Ability to travel up to 25%

 Our Values

MomentFeed operates on four core values: Excellence, Partnership, Entrepreneurship and Authenticity. We aspire to achieve absolute excellence in everything that we do. We have the utmost respect and appreciation for all of our partners and clients. We are a company of innovators and entrepreneurs and are open, genuine, and authentic in how we interact with our colleagues, partners and stakeholders. All of these values are centered on driving the success of our clients and the happiness of our employees.

MomentFeed is proud to be an equal opportunity workplace. Individuals seeking employment at MomentFeed are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.

Company Reviews

I've been a part of MomentFeed's engineering team for a little over 3 yrs. I always tell people that working here doesn't feel like work but rather getting to hang out with my friends and building a lot of stuff while doing it. Some of the best parts about being an engineer at MomentFeed are the freedom to take on any challenge you want and the opportunities to learn new tech. You could say our team motto is "learn by doing".
Scott Pellett
Software Engineer
at MomentFeed
Working for MomentFeed has been one of the best experiences for my career and personal growth. As they say, working at a startup gives you more responsibility and a wide skill-set but there's more to that at MomentFeed. The people here are what make this company, we have a team of passionate and innovative leaders work together to accomplish big goals. It is truly amazing how much our nimble team can accomplish together!
Erika World
Marketing Manager
at MomentFeed
Working in Sales Development has exposed me to many stages of enterprise sales, along with the ability to build relationships with top marketing executives at major retail, restaurant, and service companies. Looking forward to coming to work every day is the result of constantly learning new things with an amazing group of people.
Alec Trachtenberg
Sales Development
at MomentFeed
One thing that really excites me at this company is having the opportunity to make an impact. One of our core values, entrepreneurship, is stressed in every function. Throughout my time at MomentFeed I have been involved in new product rollouts, traveled to industry conferences, and even taken educational workshops to expand my skill set. What I love most about MomentFeed though, is the team of awesome and inspiring people that I get to work with everyday!
Nicole Gilbert
Project Manager - Client Services
at MomentFeed
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Why work with us
MomentFeed isn’t your typical Silicon Beach software company – our mission is to be the best place our employees have ever worked and the best partner our clients have ever had. MomentFeed was selected as one of the best places to work in Los Angeles by the LA Business Journal. Our people are awesome (if we do say so ourselves) and our offices are casual, fun, dog-friendly and comfortable with a great view of the Santa Monica pier. We’re cultivating a team of passionate and innovative thinkers working together to accomplish big things. Partnership and authenticity have been fundamental to achieving our awesome growth since 2010, and it's amazes us how much we can get done with our small but nimble team. We really do pause and take notice when our clients thank us for helping them do what they thought was impossible – and they are literally the biggest brands in the world.
Culture
MomentFeeders are a tight knit group who truly care about the success of our company, and when there are highs and lows, we all share the successes and similarly deal with the challenges together. The experience of really making a difference is real here, and no day, month, or year is the same. And, yes, we have a casual and cool office, unlimited vacation, great healthcare and benefits, and lot of other perks. But, we all love helping our clients succeed at achieving their goals – that’s what really matters here at MomentFeed.
Perks & Benefits
Casual, Open Office Environment
Snacks & Drinks
Unlimited Vacation / PTO
Dog-Friendly
Apple Laptop for every employee
Catered lunches on Thursdays
Company sponsored workouts

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