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.

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