Description:

Role & Responsibilities:

As an Associate Manager Customer Success, you will play a critical role in shaping the long-term success of our clients and strengthening their relationship with our platform. You are someone who brings 23 years of hands-on experience in Account Management, Business Development, problem-solving, or hustling roles within a high-growth internet startup or technology-driven company. This position demands a blend of technical understanding, business acumen, strong communication skills, and a proactive approach to client success.

In this role, you will act as a trusted advisor, helping clients maximize the value of our solutions while driving revenue growth, reducing churn, and ensuring consistent satisfaction. As a technically savvy and results-oriented Customer Success Manager, your primary focus will be to understand client objectives, translate them into actionable strategies, and oversee their end-to-end journeyfrom onboarding to ongoing engagement and optimization.

You will work closely with internal teams such as Sales, Product, and Operations to create seamless client experiences, resolve challenges efficiently, and identify opportunities to increase product adoption. Your technical background will be crucial in explaining platform features, conducting product demos, supporting pre-sales efforts, and educating clients on best practices and emerging trends in the ad tech space.

Key Responsibilities:

- Act as the primary point of contact: Serve as the main liaison and trusted advisor for assigned clients, ensuring that their needs are addressed effectively and they receive exceptional service throughout their engagement with us.

- Understand client objectives and challenges: Proactively engage with clients to learn about their business goals, monetization strategies, and operational challenges. Provide strategic insights and tailored recommendations to help them achieve optimal performance and value.

- Cross-functional collaboration: Work in close partnership with Sales, Product, and Operations teams to ensure seamless onboarding, smooth implementation, and continuous support. This includes coordinating timelines, addressing technical requirements, and ensuring alignment across departments.

- Performance evaluation and optimization: Conduct periodic performance reviews of the clients monetization stack. Analyze results, identify areas for improvement, and propose optimization strategies based on insights, trends, and best practices.

- Monitor KPIs and share actionable insights: Track key performance metrics and prepare timely reports for clients. Highlight important trends, performance gaps, opportunities for growth, and the impact of platform features on their advertising outcomes.

- Deliver product demonstrations and training: Conduct product demos, guide clients through new features, and share best practices to help them achieve better outcomes. Enhance client knowledge on industry trends, competitive landscape changes, and evolving ad tech capabilities.

- Issue management and escalation handling: Address client concerns and inquiries promptly and professionally. When necessary, escalate complex technical or operational issues to the appropriate internal teams to ensure quick resolution.

- Pre-sales support: Assist with pre-sales activities by presenting product capabilities, demonstrating key functionalities, and addressing technical or strategic questions from prospective clients.

- Stay updated on industry trends: Keep yourself informed about emerging technologies, market trends, competitor offerings, and developments in the ad tech ecosystem. Use this knowledge to provide valuable insights and help clients stay ahead.

Ideal Candidate:

- 25 years of experience in the internet or technology industry (mandatory)

- Educational qualifications: B.E / B.Tech (IT, CSE, ECE) with an MBA strongly preferred

- Strong relationship-building skills, with the ability to develop trust, credibility, and long-term partnerships

- Solid technical background with the ability to understand software products and learn new technologies quickly

- Excellent sense of accountability and strong organizational abilities

- Experience in guiding or managing diverse teams, with a focus on consistency and adherence to standards

- Strong analytical and problem-solving skills, along with a results-driven mindset geared toward revenue growth

- Outstanding communication and presentation skills, capable of simplifying complex concepts

- Highly self-motivated, proactive, and capable of working both independently and collaboratively

- Prior experience in the tech ecosystem, SaaS, or ad tech is a strong advantage

Perks, Benefits, and Work Culture:

We believe in nurturing an environment where employees feel valued, supported, and empowered to grow professionally and personally. Our work culture emphasizes flexibility, balance, and continuous learning.

- Flexible work hours and supportive leave policies

- Salary advance options for financial comfort

- Comprehensive Maternity, Paternity, and Adoption assistance

- Butler & Concierge services for seamless day-to-day support

- Regular team off-sites, celebrations, and engagement activities

Beyond Work:

To ensure the well-being of our employees beyond daily responsibilities, we offer several additional benefits:

- Insurance coverage for you and your family

- Interest-free loans for personal or emergency needs

- Gift vouchers for special days and life milestones

- Access to a fully equipped gym for health and fitness

- Education sponsorship programs to support continuous upskilling and career development