Strategic Customer Success Manager

About PathFactory

PathFactory is a content intelligence platform that helps B2B marketing, sales, and support teams create personalized content experiences for their buyers. It uses AI to track user behavior and recommend the most relevant content to each individual. With our proprietary content intelligence data, we provide insights into how buyers are engaging with content, helping you optimize your content strategy, and connect with your buyers in a more personalized and meaningful way to drive pipeline and revenue.

PathFactory has been recognized by Deloitte as one of North America’s 2020 Technology Fast 500 companies. PathFactory was also named the 2023 Top-Rated Content Marketing Software by TrustRadius, a 2023 Content Experience Leader by G2, and a Cool Vendor in Technology Marketing by Gartner.

Visit PathFactory.com to see how we can supercharge your ABM, Partner Marketing, Web Personalization and Sales Interactions.

Position Summary

The Strategic Customer Success Manager is responsible for building and nurturing high-value relationships with PathFactory’s largest and most complex enterprise accounts. This role is focused on driving strategic initiatives and ensuring customers realize the full value of their investment by aligning PathFactory’s platform with their business objectives. The Strategic Customer Success Manager partners with Account Directors, who handle renewals and expansion, while engaging with multiple functions, including ABM, Demand Generation, Content Marketing, Marketing Operations, IT, and Sales Enablement. The role involves a high level of customization, multi-departmental collaboration, and long-term strategic planning.

Key Responsibilities

• Develop and execute customized strategies for large, complex enterprise accounts to ensure alignment between PathFactory’s solutions and the customer’s broader business goals.
• Engage with senior executives, management, and individual contributors across marketing and IT departments to drive adoption and value realization.
• Lead Strategic Check-ins to review progress and align PathFactory’s solutions with evolving business objectives.
• Collaborate with Account Directors to ensure seamless coordination around renewal and expansion opportunities.
• Drive long-term value through tailored use cases that address the specific needs of large, multinational organizations with complex organizational structures.
• Proactively identify growth opportunities within accounts, collaborating closely with cross-functional teams.
• Monitor account health, usage patterns, and engagement metrics to mitigate risks and ensure successful outcomes.
• Stay current with industry trends and best practices to provide expert advice to customers.

Requirements

• 5+ years of experience in Customer Success, Account Management, or related roles, with at least 3 years managing large, complex enterprise accounts.
• Proven track record of driving customer engagement and retention in a SaaS environment.
• Ability to collaborate effectively with senior executives, marketing leaders, and IT departments.
• Strong problem-solving skills and the ability to manage multiple stakeholders across complex organizations.
• Familiarity with the Martech industry is a strong advantage.

Location

PathFactory is a remote-first company and will consider qualified applicants located anywhere in Canada.

Our Interview Process

We know that looking for a new role can be both exciting and time-consuming, and we want to thank you in advance for taking the time to apply to PathFactory. To help you understand our interview process, please see the potential next steps below:

• 30-minute (audio) screening call with a member of our HR team to give you a better insight into the role and PathFactory as well as give us a chance to learn more about your unique experience and skill set.
• 45-minute (video) interview with our hiring manager to discuss your experience in-depth and give you the chance to learn about the manager’s leadership style and the expectations of the role.
• A take-home assignment for you to showcase your experience and problem-solving skills!
• 60-minute (video) team interview! This will give you an opportunity to walk the team through your assignment as well as an exciting chance for you to meet with potential colleagues on the CX team.
• 30-minute (video) interview with our Chief Customer Officer as a final step in the process to get to know our leadership and get a sense of the direction of our organization.

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.

• 4 weeks paid vacation, accrued throughout the year, to promote a healthy work-life balance
• Generous medical, dental, and vision coverage
• 2 days paid VTO (volunteer time off) every year to help impact your community
• Continuing Business Education through monthly “DevTalks” with global thought leaders

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.