Customer Success Manager

Role Description:

As a Customer Success Manager your role will be:

• Manage a portfolio of accounts for a variety of industry types, sizes and experience levels
• Work closely with our customers with the drive to help them get the best value of our platform and unlock the benefits of incremental measurements
• Build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management, and account planning sessions
• Protect existing revenue streams, identify upsell opportunities and risks.
• Drive account growth by developing and executing strategic upsell initiatives, expanding our commercial relationships and maximizing client value.
• Assess client health and develop strategies to mitigate churn
• Establish and maintain relationships with key stakeholders, strategic account planning and promote internal advocacy
• Use your understanding of the INCRMNTAL products to identify, escalate, and solve technical problems
• Provide technical and business assistance on integration process and onboarding of new customers
• Work closely with analytics, sales, product and tech teams for optimizing our customer experience through different parts of the organization
• Prepare quarterly business reviews for customers, showing macro trends and insights
• Meet net retention and NPS KPIs through data-driven analysis, planning and execution
  
  

• 3+ years experience in a similar role in a marketing technology, adtech or SaaS company
• Executive project management skills and able to communicate effectively with different stakeholder groups across a diverse set of industries, sizes, and experience level
• Ability to multitask and prioritize several projects simultaneously
• Problem solving attitude and analytical thinking, self motivation and dedication to solving customer problems based on understanding the true pain of the customer, and finding creative and data-driven solutions
• Great presentation skills and the ability to communicate messages in a succinct and informative way
• Technical savviness, and the ability to understand and educate customers on a technically and analytically sophisticated product, to different levels of audiences
• Strong data literacy - comfortable working with Excel/Google Sheets, reading and interpreting datasets, and reviewing and validating data sources to ensure accuracy and surface meaningful insights for customers
• Great team player that is able to work with different internal and external stakeholders in order to deliver the best value to our customers
• Curiosity and the desire to learn more about the product and the customers you will be working with
• Incredible written and verbal communication skills for both technical and non-technical audiences
• Native level English speaker and communication skills
  
  

• Experience as a marketing media buyer / gaming industry