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.
What we’re looking for:
At least 3 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.
Bachelors degree in Business, Marketing, or other related field; MBA preferred.
