Your key responsibilities will include:
Leading the strategic direction and execution of our Customer Success initiatives. Develop and implement strategies to improve customer satisfaction, retention, and growth, aligning with our business objectives.
Establishing and managing a high-performing Customer Success team. Lead and mentor the team while fostering a culture of customer-centricity. This includes developing team members’ skills, setting clear objectives, and creating an environment that encourages excellence and proactive customer support.
Driving customer engagement and building strong relationships. Act as a trusted advisor to clients, understanding their business needs and providing strategic guidance on how our solutions can help achieve their goals. Oversee the onboarding process for new clients, ensuring a smooth transition and rapid time-to-value.
Managing revenue through renewals and upsell opportunities. Drive renewals and upsell opportunities to achieve revenue targets. Collaborate with the Sales and Marketing teams to identify and pursue growth opportunities within the existing customer base.
Analyzing customer data and monitoring performance metrics. Leverage data to identify trends and areas for improvement in customer engagement and satisfaction. Provide regular updates on key performance metrics.
What we’re looking for:
Proven experience in a Customer Success / Account Management leadership role within 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.
Bachelors degree in Business, Marketing, or other related field; MBA preferred.
