Principal Customer Success Manager

About Conductor

Conductor is the leading enterprise AEO platform. Today’s top enterprise brands use Conductor to grow authority and visibility in both AI and traditional search engines. From tracking visibility in LLMs to real-time monitoring of technical site health and scaled AI content creation, Conductor provides a single source of truth that fuels digital growth—all from one platform.

Conductor is a mission-driven company with a commitment to innovation, customer success, and culture. For Conductor, success is improving the lives of everyone in our orbit—our customers, our customers' customers, our employee-owners, and our communities.

A Sr. Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are achieving their key business outcomes related to organic marketing by providing platform enablement and organic marketing strategic solutions.

The CSM is the key partner helping our customers achieve their strategic objectives and maximum value from their investment in Conductor. Additionally, the CSM serves as the liaison between the customer and the Conductor team, helping the customer coordinate cross-functional team initiatives that are required for successful organic marketing results.

What You'll Do (Responsibilities)

• Orchestrate the overall relationship with assigned customers, which will include: helping customers achieve their organic marketing objectives, growing adoption and ensuring retention.
• Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned client, to review executive dashboards, and program status.
• Cement yourself as a trusted/strategic advisor with customers and drive continued value of our products and services.
• Advocate customer needs/issues cross-departmentally and program-manage customer concerns through a well-defined remediation process through early identification of risks to achieving customers strategic objectives.
• Work with customers to build Customer Success Strategy Plans, establishing critical goals, to aid the customer in achieving their objectives.
• Measure and monitor customer’s achievement of critical and key performance indicators, reporting both internally to Conductor’s account team and externally to Customer Sponsors and Executives.
• Maintaining current functional and technical knowledge of the Conductor platform
• Acting as the Conductor liaison for technical inquiries, issues or escalations and answering product questions to increase adoption of the platform
• Assist and provide expert deployment, operational standard methodologies to train and enable users in the product to support growth in user base and in customer campaigns.
• Provide insight with respect to the availability and applicability of new products and features.
• Helping customers create and setup reporting dashboards to help drive growth and value for Conductor customers
• Serve as the escalation point for issues relating to client satisfaction & platform engagement.
• Work collaboratively with internal teams in Sales, Marketing, and Research & Development to ensure the best possible experience for our customers.
• Create compelling reports and find the “story” in the data to tie SEO impact to business impact.
• Drive engagement with executive sponsors to facilitate enablement and adoption across organizations.
• Maintain strong documentation within the Gainsight system related to customer issues, proactive tasks and general account information.
• Consistently ensures that business is conducted with integrity at all times and that behavior aligns with Conductor policies, procedures, and core competencies

Who You Are (Required Skills/Abilities)

• Minimum of 8 years of relevant experience working in Customer Success at a B2B SaaS company
• At least two years of prior experience managing a book of business and driving success with your clients
• Prior experience partnering with customers on how to use technology/software
• Experience working with digital or organic marketing teams including SEO, content, web/IT, etc. highly preferred
• Knowledge of organic search and how SEO activities influence search engine ranking algorithms
• Strong analytical and problem-solving skills
• Strong customer service skills with proven ability to build and maintain relationships via zoom, telephone and email
• Have an ear for discovery and a deep desire to understand the customer’s needs and business.
• Thrive in high-speed environments and see challenges as opportunities for our customers.
• Be comfortable being responsible for the orchestration of a portfolio of enterprise customers with the goal of driving renewals to successful completion and identifying expansion opportunities.
• Have the proven ability to manage projects to successful completion, multi-task, and work within tight deadlines.
• Possesses the ability to manage tough conversations in a professional and solution-oriented manner.
• 4-year College degree preferred or equivalent work experience
• Ability to travel by plane, train, car to customers

The future of work is transformed at Conductor, and we don’t just use AI - we weave it into everything we do. We prioritize hiring individuals who stay ahead of the curve, seeking "AI leading" talent who are curious, adaptable, and skilled at utilizing AI to amplify their specific roles.

Because we are committed to this tech-forward environment, every candidate’s journey includes a dedicated assessment of their AI literacy and competency by a specialized panel of experts to ensure you are ready to thrive and lead at Conductor.

Compensation

Conductor maintains competitive, performance-based compensation programs.

The San Francisco base salary range for this role is currently $100,000 - $130,000 per year.

Variable Compensation: In addition to the base salary, this role is also eligible for a variable bonus. This role operates on a 80/20 split. With full achievement of your quota, your On-Target Earnings (OTE) can range from $125,000 to $162,000 annually.

Conductor LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Bringing in diverse perspectives and challenging our assumptions is the clear key to growth; it drives innovation, creativity, faster problem-solving, and stronger decision making.

All aspects of employment including the decision to hire, promote, train, discipline, or discharge, will be based on merit, competence, performance, and business needs.

Conductor does not discriminate against any employee or applicant on the basis of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, or other characteristics protected by state or federal law or local ordinance.

In addition, it is the policy of Conductor to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works.