Company Overview:

We are a leading AdTech company specializing in providing B2B SaaS solutions that empower businesses to optimize their advertising campaigns and maximize ROI. Our platform provides comprehensive analytics, automation, and targeting capabilities, enabling clients across various industries to achieve their marketing objectives. We operate at a significant scale, serving a diverse portfolio of enterprise clients globally.

Role Overview:

As a Manager - Customer Success, you will be responsible for nurturing and expanding relationships with our key clients, ensuring they derive maximum value from our AdTech SaaS platform. You will work closely with clients to understand their business goals, develop tailored success plans, and proactively address any challenges they may face. This role involves collaborating with internal teams, including sales, product, and engineering, to advocate for client needs and drive product improvements. Your efforts will directly contribute to increased customer satisfaction, retention, and revenue growth.

Key Responsibilities:

- Develop and execute comprehensive customer success plans for assigned clients, aligning with their business objectives and maximizing platform adoption.

- Conduct regular business reviews with clients to assess progress against goals, identify opportunities for improvement, and showcase the value of our solutions.

- Serve as the primary point of contact for client inquiries, providing timely and effective support to resolve issues and ensure a positive customer experience.

- Proactively identify and mitigate potential risks to client satisfaction and retention, escalating issues as needed to ensure timely resolution.

- Collaborate with sales and marketing teams to identify opportunities for upselling and cross-selling, expanding the client's use of our platform.

- Gather and analyze client feedback to identify product improvement opportunities, working closely with the product team to prioritize and implement enhancements.

- Monitor and analyze key performance indicators (KPIs) to track client success, identify trends, and develop strategies to improve outcomes.

- Onboard new clients, providing training and resources to ensure they can effectively utilize our platform and achieve their desired results.

Required Skillset:

- Demonstrated ability to build and maintain strong relationships with enterprise clients, fostering trust and driving long-term partnerships.

- Proven success in developing and executing customer success plans, aligning with client business objectives and maximizing platform adoption.

- Excellent communication, presentation, and interpersonal skills, with the ability to effectively communicate complex technical concepts to both technical and non-technical audiences.

- Strong analytical and problem-solving skills, with the ability to identify and resolve client issues in a timely and effective manner.

- Deep understanding of the AdTech landscape, including programmatic advertising, data analytics, and marketing automation.

- Experience with B2B SaaS platforms and a strong understanding of the customer lifecycle.

- Bachelor's degree in business, marketing, or a related field.

- 6-8 years of experience in Customer Success or Client Engagement roles, preferably within the AdTech or SaaS industry.