Description

We are looking for an ambitious Customer Success Manager to join our team, currently at an exciting stage: expanding our product offering, entering new market segments, and extending our client base. You'll be responsible for building strategy and relationships with our mid-market and enterprise customers, performing occasional analyses and generating insights to support client growth, collaborating with internal departments to facilitate client needs, and maximizing ROI for existing customers - your insights will help shape and optimize our offering.

Your key responsibilities will include:

• Driving Customer Engagement: Build strong relationships and act as a trusted advisor to clients, understanding their business needs and providing strategic guidance on how our solutions can help achieve their goals.
• Onboarding: Oversee the onboarding process for new clients, ensuring a smooth transition and rapid time-to-value.
• Proactive Support: Monitor customer usage and proactively address any issues or concerns to ensure customer satisfaction.
• Feedback Loop: Gather customer feedback through surveys and Voice of the Customer initiatives, sharing insights with product, R&D, marketing, and sales teams to drive continuous improvement.
• Renewals and Upsells: Manage customer renewals and identify opportunities for upselling additional products or services. Collaborate with the Sales and Marketing teams to identify and pursue growth opportunities within the existing customer base.
• Data Analysis: Leverage data to identify trends and areas for improvement in customer engagement and satisfaction. Provide regular updates on key performance metrics.

Requirements

• At least 5 years of experience as a Customer Success Manager in a SaaS B2B environment.
• Deep knowledge of the marketing field and/or previous experience working in the Martech or Ad-Tech industry.
• Previous experience managing global enterprise clients.
• Strong background in managing customer renewals, upsell opportunities, and achieving revenue targets.
• Experience working in a startup environment is an advantage (or having the startup "mindset").
• Native English speaker.
• Excellent communication and interpersonal skills, with the ability to create and nurture strong relationships with clients and internal teams.
• Analytical mindset with the ability to leverage data to drive decisions and improve processes.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
• Bachelor’s degree in Business, Marketing, or other related field; MBA preferred.