Customer Success Manager
Employment Information
Job Description
Customer Success Manager at Influ2 providing excellent service and helping customers achieve goals. Engaging with clients, analyzing data, and collaborating with cross-functional teams for success.
Responsibilities:
- Be the voice of the customer: You must prioritize maximizing customer satisfaction, retention, and growth. You should be able to understand the customers' business objectives and align them with Influ2's offerings.
- Act as a trusted advisor: Build and maintain trust-based relationships with our valued customers. This includes proactive engagement, active listening, and empathy. Also, serve as a go-to resource for their inquiries, concerns, and strategic discussions related to Marketing and Sales practices.
- Translate complex ideas into actionable steps: Articulate complex ideas clearly and tailor your communication style to different audiences, from mid-level members all the way up to C Suite.
- Identify critical insights: Analyze customer data and metrics to identify trends, insights, and areas for improvement.
- Demonstrate technical aptitude: You’ll become a subject matter expert by learning the ins and outs of the product. Effectively identifying issues, troubleshooting, and offering customers solutions for resolution will be essential in this role.
- Ensure timely delivery of the projects and milestones: You may need to manage multiple customer accounts simultaneously, so strong organizational and project management skills are essential to prioritize tasks, set deadlines, and manage customer expectations.
- Partner with Sales, Marketing, and Product Development teams: You will work closely with cross-functional teams across various time zones to align goals, share customer insights, and drive coordinated efforts to deliver customer success.
- Participate in on-site customer visits: You’ll occasionally meet with customers on-site to strengthen relationships, lead Executive Business Reviews (EBRs), deliver presentations, and facilitate strategic discussions.
Requirements:
- 3+ years in a Customer Success or Account Management role, ideally in a B2B SaaS environment.
- Experience with retention metrics, including planning and forecasting renewals and expansions 6+ months in advance, understanding their impact on key metrics, preparing pricing proposals and contracts, and tracking personal retention performance.
- Proven experience supporting US-based customers.
- Hands-on experience with BI tools (e.g., Looker, Tableau) and CRM platforms (e.g., Salesforce, HubSpot).
Benefits:
- Startup Environment. Influ2 has a flat organization without hierarchy in communication. Horizontal communication is encouraged, and everyone's opinion is essential.
- Working alongside a fast-growing team of professionals distributed among ten countries, setting the new global B2B advertising standard, already adopted by Fortune 500 companies.
- Flexible working environment when it comes to your schedule and location preference. We don't have fixed working hours. Choose where and when you work.
- Progressive commission structure and performance bonuses.
- Unlimited Vacation policy to ensure a healthy work-life balance.
- Generous Parental Leave and other well-structured PTO policies.
- Enjoy a well-rounded health package with comprehensive medical, dental, and vision coverage designed to support you.
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