Senior Manager - Customer Success - AdTech/B2B SaaS

Description:

Company Overview:

We are a leading AdTech company specializing in providing B2B SaaS solutions that empower businesses to optimize their digital advertising campaigns. Our platform offers advanced analytics, automation, and targeting capabilities, enabling clients across various industries to achieve superior ROI on their ad spend. We operate globally, serving a diverse portfolio of enterprise clients and agencies.

Role Overview:

As the Sr Manager - Customer Success, you will be responsible for leading a team focused on driving adoption, retention, and expansion within our key client accounts. You will work closely with clients to understand their business objectives, develop tailored success plans, and ensure they realize the full value of our platform. This role involves collaborating with sales, product, and support teams to advocate for client needs and contribute to the continuous improvement of our offerings. Your efforts will directly impact customer satisfaction, revenue growth, and the overall success of our client partnerships.

Key Responsibilities:

- Develop and execute comprehensive customer success strategies for assigned accounts to maximize client satisfaction and platform adoption.

- Lead a team of Customer Success Managers, providing coaching, mentorship, and performance management to ensure high levels of service delivery.

- Build and maintain strong relationships with key stakeholders at client organizations to understand their evolving needs and challenges.

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

- Collaborate with the sales team to identify and pursue expansion opportunities within existing accounts to drive revenue growth.

- Act as the voice of the customer within the organization, providing feedback to product and engineering teams to inform product development and enhancements.

- Monitor customer health metrics and proactively address any issues or concerns to prevent churn and ensure customer loyalty.

- Develop and deliver training programs and resources to empower clients to effectively use our platform and achieve their desired outcomes.

Required Skillset:

- Demonstrated ability to build and maintain strong relationships with enterprise clients, fostering trust and collaboration.

- Proven track record of leading and developing high-performing customer success teams, driving results and exceeding expectations.

- Deep understanding of the AdTech landscape and B2B SaaS business models, with the ability to articulate the value proposition of complex solutions.

- Exceptional communication, presentation, and interpersonal skills, with the ability to influence and persuade stakeholders at all levels.

- Strong analytical and problem-solving skills, with the ability to interpret data and develop actionable insights.

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

Experience: 8 - 12 years