Customer Success Manager

About The Role

As an Associate Manager - Customer Success, you are someone who comes with 2-3 years of Account Management/Business Development/ problem solving / hustling experience in a high growth internet start up / technology company.

As a technically savvy and results-driven Customer Success Manager, your primary focus will be driving revenue growth, reducing churn, enhancing product value, and supporting pre-sales activities. The ideal candidate should possess excellent relationship-building skills, a strong technical background, and a drive for achieving results.

Core Responsibilities

• Serve as the primary point of contact and trusted advisor for assigned clients, ensuring exceptional customer service and satisfaction.
• Proactively engage with clients to understand their business objectives, monetization goals, and challenges, and provide strategic recommendations to achieve optimal results.
• Collaborate closely with internal teams, including Sales, Product, and Operations, to coordinate seamless onboarding, implementation, and ongoing support for clients.
• Conduct regular performance reviews and analysis of client monetization stack, identifying areas for improvement and developing optimization strategies.
• Monitor key performance metrics and provide timely reports and insights to clients, highlighting advertising performance, trends, and opportunities for growth.
• Deliver product demos and educate clients on best practices, new features, and industry trends to maximize their utilization and success with our platform solutions.
• Resolve client inquiries, concerns, and issues promptly and effectively, escalating to the appropriate teams when necessary.
• Support pre-sales activities, including conducting product demonstrations, presenting technical information, and addressing client inquiries and concerns.
• Stay up to date with industry trends, competitive landscape, and emerging technologies in the ad tech space to provide valuable insights and recommendations to clients.

Required skills & experience

• 2-7 years of experience in the internet/technology industry (mandatory), Ad-tech (preferred)
• B.E / B.Tech (IT / CSE / ECE) along with an MBA degree (highly preferred)
• Excellent relationship-building skills with the ability to establish trust, foster positive business relationships and credibility with clients.
• Strong technical background with a solid understanding of software products and the ability to quickly grasp new technologies.
• Accountability and personal organisationare essential
• Experience in managing a diverse group and training each according to company standards
• Strong problem-solving and analytical skills with a focus on results and driving revenue growth.
• Outstanding communication and presentation skills, with the ability to convey complex concepts in a clear and concise manner.
• Self-motivated and proactive mindset with the ability to work independently and as part of a team.
• Experience in the tech industry or a related field is highly desirable.