As a Senior Customer Success Manager, you will manage client relationships, provide training, support integration, and collaborate to enhance product feedback and client satisfaction, while analyzing data insights to recommend improvements.
We are looking for a Senior Customer Success Manager to join our team in New York as we help global brands improve their website performance, ad revenue, and reduce privacy compliance risk. You will support our whole suite of privacy products.
In this role, you will manage client relationships, deliver new client training/product demos, support integration on client properties, work collaboratively with teams across the company to deliver client feedback, and more!
Job Responsibilities
- Own and manage assigned relationships within our growing portfolio of clients across North America
- Provide world-class service through a variety of activities, including new client trainings/walkthroughs, technical support, and business reviews
- Capture and share product feedback with our engineering and product teams
- Demonstrate an interest in gaining technical expertise related to our products and offerings
- Report to the client services team to establish and meet account management goals and objectives
- Interpret data insights from our platform to recommend improvements/changes to clients that will yield positive results
- Staying up to date in the changing landscape of data privacy regulations
Qualifications
- Significant experience working in a client-facing services role
- Exceptional client management skills
- Strong project management experience
- Ability to manage conflicting priorities and meet deadlines
- Demonstrates a high degree of initiative and ownership
- Exceptional written and verbal communication skills
- Ability to be flexible and adaptable in high-intensity situations
- Enthusiasm for working in a cross-cultural team with clients across multiple countries
Technical & Analytical Skills
- Basic understanding of digital advertising and operations
- Ability to understand technical concepts and components of digital websites
- Experience using complex datasets to track performance trends, identify anomalies, and determine root causes
- Experience running analyses and presenting insights back to clients in a clear and meaningful way
Nice to Have
- Experience using client-facing tools such as Zendesk, Slack, and HubSpot
- Experience using internal tools such as Salesforce, Planhat, and Jira
- Experience with JavaScript, HTML, and CSS (strongly encouraged)
- Customer-facing experience with publishers or digital media companies
- Experience using AI productivity tools
Recruitment process
- HR Screen (15 minutes)
- Hiring Manager Interview with our Senior Director, Client Services (30 minutes)
- ITW with our VP, Global Sales & Customer Success (30 minutes)
- Take-home Case Study
- Case Study Presentation
- Final Interview with a Founder (30 minutes)
Top Skills
Ai Productivity Tools
CSS
HTML
Hubspot
JavaScript
JIRA
Planhat
Salesforce
Slack
Zendesk
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