Customer Success Manager

About the role
BigMarker is looking for a highly organized, customer-focused, and strategic Customer Success Manager with a background in account management, sales and/or software implementation. 

The ideal candidate has a successful track-record implementing software- and service-based solutions and building long-term, mutually-beneficial customer relationships. We are looking for strategic and dedicated individuals who will fit with our collaborative culture. If you enjoy working with high-performing professionals to deliver innovative solutions and world-class customer experiences, we encourage you to apply. We are a rapidly growing company, so there is significant growth opportunity for high performers.

Founded in 2010, BigMarker was a pioneer of interactive video on the web. Today, we've evolved into a category leader in the webinar and digital events space, powering millions of events per year for thousands of companies and organizations globally. Our HQ is in downtown Chicago.

Key Responsibilities:

Customer Program Strategy Advisory

• Partner with customers to define clear business objectives and KPIs for webinar and event programs (e.g., demand generation, pipeline influence, customer engagement, revenue impact).
• Develop and maintain strategic and tactical plans that align customer programs to broader marketing, sales, and business goals.
• Provide proactive, data-informed recommendations to optimize program structure, cadence, audience targeting, and content strategy.
• Advise customers on best practices for scaling webinar and event programs across regions, departments, and use cases.

Performance Optimization & Business Impact

• Conduct regular business reviews that focus on program performance, ROI, engagement metrics, and growth opportunities.
• Translate reporting and analytics into actionable recommendations to improve metrics and scale results.
• Identify opportunities to expand program impact through new formats, audience segments, integrations, or product capabilities.

Customer Advocacy & Thought Leadership

• Serve as a strategic thought partner, offering insights on industry trends, innovation, and emerging virtual engagement strategies.
• Represent the voice of the customer internally, influencing product enhancements and roadmap priorities.
• Collaborate cross-functionally with Sales, Marketing, Product, and Professional Services to ensure customers achieve measurable outcomes.

Revenue Ownership & Growth

• Own retention and renewal strategy across assigned accounts.
• Identify and advance expansion opportunities aligned to customer program maturity and evolving needs.
• Maintain accurate forecasting and pipeline visibility related to renewals and growth opportunities.

Operational Excellence & Partnership

• Maintain deep product expertise across webinar and event capabilities to confidently position solutions and use cases.
• Deliver high levels of responsiveness and executive-level communication.
• When challenges arise, provide thoughtful, strategic solutions grounded in business impact.

What Success Looks Like

• Customers view you as a strategic advisor, not just a platform contact.
• Webinar programs evolve from one-off events to scalable, repeatable growth engines.
• Measurable improvements in engagement, pipeline contribution, and retention.
• Strong renewal rates and expansion driven by value realization.