Job Description

PathFactory is revolutionizing the way that B2B companies interact with their buyers. In much the same way that modern publishing platforms like can provide a fantastically micro-personalized experience because they are intimately familiar with your past content consumption, like which movies you've finished or which shows you stopped watching after just one episode, and they have a ton of content intelligence about every title. That's what we're bringing to marketing at - hyper-relevant recommendations that encourage your audience to binge-consume your content and create self-directed journeys at scale.

PathFactory helps B2B marketers understand the role of content in the buyer's journey and discover a new class of data to optimize the path to purchase. PathFactory uses this data and insight to optimize content delivery across every channel, connecting buyers with the most relevant information whenever and wherever they click.

As a Customer Success Manager, you will work closely with our customers to help them adopt all areas of our product while delivering insights and recommendations that result in measurable client value. You will be a combination of product and use case evangelist and project manager. With the help from a variety of teams at PathFactory, you will ensure customer engagement and success against key business outcomes. You are a people person, have exceptional communication skills, and are a go-getter in life.

We're looking for sharp marketing strategic minds with hands-on experience designing, running, and optimizing demand generation campaigns on a daily basis. We expect you to have a solid knowledge of marketing automation systems and some vendors in the marketing technology space.

What is a typical day at PathFactory like for Customer Success Managers?

• You build and maintain customer loyalty and advocacy by delivering insights and strategic recommendations, throughout the customer lifecycle, to proactively drive adoption of the PathFactory product in the context of the customer's marketing goals and in alignment with their current technology stack.
• You proactively share use cases, case studies, best practices, and stories to inspire clients to be amazing marketers and succeed in achieving their companies' goals. You may even find yourself participating in PathFactory Customer Marketing through our Success Series or other activities.
• You help to resolve ongoing technical problems while working closely with the Customer Support and Solutions Architect Team
• You work jointly with your teammates (Account Executives and other CSMs to retain and grow existing business). You are comfortable asking for money from customers - in other words - you are selling PathFactory when it's time for renewals.
• You recognize the need for constant improvement - always looking to do things better (both personally, as part of a team, and for the company) and can showcase how you have made enhancements in previous situations

What does PathFactory look for when hiring Customer Success Managers?

• You are customer-centric and naturally curious. You are passionate about doing right by the customer while best representing PathFactory. You leave no stone unturned in an effort to delight the customer.
• You have a unique ability to translate customer requests into action - whether that's a marketing strategy, a campaign tactic, or insights from the data in their instance. We move at Intelligent Speed and your ability to demonstrate this is key to your and our success.
• You live in a growth mindset. Be highly coachable and interested in gaining knowledge of the market, developing your Customer Success skills, and learning our products and process, so you can be highly successful as an individual contributor.
• You have outstanding organizational, prioritization, and time management skills. Very strong written and verbal communication skills. Experience working with Salesforce.
• You have a working knowledge of Marketing Automation Platforms (e.g. Eloqua, Marketo, Adobe Campaign, etc.). Knowledge of the digital marketing space and a passion for MarTech is good, as that's what we do!
• You're dynamic and have professional presentation and public speaking skills. You will be presenting to a broad range of customers - from the CEO on down.
• Talent for solving sticky situations with great decision-making skills and asking for help from your teammates to resolve.
• A self-starter who thrives on innovation and can fill in the gaps where needed in a startup environment

Location:

This is a remote role in India and requires working in EST hours.

Why is working for this leadership team a great career experience?

PathFactory CEO, , is the former CEO of ItemMaster, a product content management company and PathFactory customer that was acquired by Gladson (now Syndigo) in January 2019. Prior to ItemMaster, he led Fishbowl, Inc., a leading restaurant marketing and analytics company, and Aptara, a digital content and publishing leader. Ganesan has in-depth experience in building and scaling companies in the digital, mobile, content, and data analytics industries. He is the recipient of the Ernst & Young 2017 Entrepreneur-of-the-Year award, Future 50 award in 2014 and 2013, and was recognized as a Washington Tech Titan in 2013.

PathFactory COO, , brings extensive SaaS go-to-market experience spanning the complete customer lifecycle, specializing in aligning revenue and customer teams to drive significant results and return on investment. At ItemMaster, she oversaw sales, marketing, and customer success, resulting in 84% YoY growth and a 74-point improvement in customer satisfaction. Prior to ItemMaster, she was Senior Vice President of Marketing and Partnerships at Fishbowl, a restaurant customer engagement platform that was acquired by a private equity firm in 2017, and held a number of senior roles at AARP and Carlson Marketing (now Aimia).

Why Work at PathFactory?

This is where we get to boast a little about why we're awesome and why it would be awesome for you to work with us. PathFactory is a fast-growing, innovative marketing technology company with a corporate culture that values individuality and diversity. We work hard and play hard and we do both with passion and respect for one another. Our company promotes a fast-paced, fun, friendly, and highly collaborative work environment. PathFactory's leadership is transparent, approachable, and committed to the growth of each and every team member. Weekly all-hands meetings, company events, and a quarterly Founders' Award for the team member who best embodies our values - these are all cherries on top of the PathFactory cake!

Don't forget to check out our and reviews to hear from our customers too.

Interested? We'd love to hear from you

If you believe you have the right stuff, apply below. Attach your resume and a short cover letter telling us why you are the right person for this job! We are marketers, not HR people, so feel free to let a bit of your personality come through.

PathFactory is an equal opportunity employer.

It prohibits discrimination based on age, colour, disability, national origin, race, religion, sex, sexual orientation, and any other legally protected class in accordance with applicable federal, provincial and local laws. PathFactory is committed to creating and maintaining an inclusive and accessible workplace. If you are contacted for an interview and require accommodation during the interviewing process, please let us know.

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