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

You will also participate in important decisions around the product, our strategy as well as have the opportunity to choose the areas you work on based on what you want or like to do the most.

We believe in helping each other get most of ourselves rather than do what we’re not interested in doing.

Key Requirements:

• 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

Bonus Points:

• Experience as a marketing media buyer / gaming industry