Customer Success Manager – EMEA
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Job Description
Customer Success Manager helping global app brands maximize Storyly, a mobile-app user engagement platform. Driving onboarding, analytics, content strategy, and zero-churn customer success.
Responsibilities:
- Onboard and support app developers with Storyly integrations
- Optimize customer performance using interaction reports
- Achieve zero churn with assigned customer accounts
- Monitor customer activity through the Storyly dashboard and proactively identify opportunities to improve product usage
- Recommend alternative product use cases
- Design and present customized product demonstrations
- Create custom slide decks for proof-of-concept efforts
- Manage Storyly customer accounts, follow-ups, and custom problem solving
- Follow up on Storyly sign-ups and proactively engage new users
- Identify and create alternative best practices for Storyly features
- Track and respond to Intercom questions and requests, categorizing and routing issues appropriately
- Analyze Storyly performance using Google Analytics, Firebase, Mixpanel, Amplitude, and similar analytics tools
- Generate actionable insights to maximize customer value
- Represent Storyly at relevant local events and visit customers when necessary or beneficial
Requirements:
- Experienced with improving in-app user engagement on mobile apps
- At least 2 years experience in customer success and customer onboarding process
- 2 or more years of experience working at mobile attribution partners (MMPs), mobile engagement analytics vendors, or e-commerce retail apps with a customer success background
- Mobile tech-savvy; able to explain SDKs, APIs, engagement metrics, user segmentation, and mobile operating-system limitations
- Proficient in Excel
- Familiar with mobile analytics tools such as Braze, Clevertap, Google Analytics, Firebase, Amplitude, and similar tools
- Excellent written and verbal communication skills for managing customers and projects
- Experience in creative strategy building and product use-case building
- Well organized; able to plan proactively with attention to detail
- Native-level communication skills in English and Hebrew
- Engineering degree not required
- Preferred: experience with mobile CRM, analytical, or engagement tools; marketing or branding campaigns; creative-agency strategy; e-commerce, finance, or utility verticals; loyalty sector
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