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.

What you'll do (Responsibilities):

• Manage a team of individual contributors passionate about engaging customers, focused on driving KPI’s and outcomes validated by the customer.
• Lead your team of Customer Success Managers to develop plans that improve the time to value for customers, focusing on product adoption, customer satisfaction and business goals
• Ensure the team delivers efficiently via strong operational processes, capability development, and alignment with key partners across the Customer Success organization as well as in sales, account management, and  product and engineering teams
• Assigns client accounts and manages team workloads 
• Track accounts to identify early risk factors, and develop and implement risk mitigation plans
• Act as a point of escalation to ensure any account issues are resolved swiftly, applying resources from across Technical Support, Sales, Account Management, Engineering, etc
• Assure your team is deploying the engagement models and  methodologies we have created, and offerings that ensure the adoption of Conductor Platform
• Inspire, recruit and develop top talent Customer Success team members who bring a customer-centric view to their everyday roles, with support from internal People function
• Develop relationships and have frequent interaction with customers, including Directors, VPs, and C-level executives
• Drive strategy to ensure measurable customer adoption and retention
• Accelerate customer lifetime value by maintenance of playbooks across the customer journey across defined customer segments
• Deliver meaningful, strategic and tactical insight to leadership team through customer feedback, business goals, key performance indicators, and customer analysis
• Represent the experience of the customer within Conductor
• Keep up-to-date with the latest CS trends and best practice
• Conduct business with integrity consistent with Conductor’s values, policies and procedures 

Required Skills/Abilities: 

• 10+ years of total experience, with 6+ years in SaaS Customer Success and/or SaaS Adoption & Enablement
• At least 3 years of relevant experience managing CSMs. Demonstrated ability to grow, develop, and retain top talent
• Clear approach and methodology to use AI systems and tools to drive efficient Customer Success processes and team efficiency
• Passion for coaching and mentoring high-performing team members, aimed at developing and accelerating the skills and career trajectory of your team members.
• Experience implementing and adapting general Customer Success methodologies across varying customer segments and go-to-market strategies
• Deep understanding of Customer Success metrics and how to measure them
• Experiencing using CS Tools (Gong, Catalyst, Totango, Salesforce  etc.)
• Strong understanding of value drivers in recurring revenue business models
• Ability to learn and adapt quickly in a high-growth, dynamic environment
• Superior client communication skills and the ability to build strong relationships with the ability to drive outcomes
• Excellent presentation and communication skills, including ability to create powerful materials in -Microsoft PowerPoint, Excel, Word, etc.
• Customer-oriented approach in managing communications and issues
• You’re known for getting work done with diligence and collaboration - a team player who is also assertive and resilient
• Proficiency in the use of related software and computer tools
• Demonstrated commitment to continuous learning 
• 4-year College degree preferred or equivalent work experience

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 NYC base salary range for this role is currently $127,000 - $185,000 per year. Placement within that range will be dependent on experience.

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.

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.

Disclosure: Conductor cares about your privacy. We are committed to maintaining your trust by protecting and processing your Personal Information that you provide to us in accordance with Greenhouse's Privacy Policy. Please take a moment to review before submitting your application.

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