Customer Success Manager

Overview

The Client Services team includes customer success, support, and solutions engineering. Responsible for generating value for our customers by ensuring clients are using Info Sum to its full potential, have the necessary support and regularly feedback client use cases internally.

Sub Department overview:

Customer Success is responsible for understanding, representing and delivering outstanding customer service to Info Sum signed clients. This is achieved by consulting on 1PD strategy, platform usage and partnerships. The team relay core client requirements to the business and identify opportunities to collaborate across internal departments for renewals, platform challenges, upselling, case studies, legal queries to maintain service for clients.

Job Overview:

The Customer Success Manager (CSM) is responsible for managing and growing a mix of standard and strategic accounts by working with client engineering, product operations, and commercial teams to understand and implement a varied set of use cases. The SMCS manages the day-to-day client interactions to ensure they receive the highest value from the Info Sum platform and are always engaged.

The SMCS is expected to manage and maintain a wide portfolio of client relationships with a regular focus on upselling and renewing contracts and starting to exhibit thought-leadership across the organization.

Core Responsibilities:

• Drive day-to-day interactions with a defined set of partners
• Act as the client’s go-to advocate and navigate internal processes at Info Sum and the client to provide the best outcome for the client
• Deliver analytical insights to the client by providing actionable recommendations
• Track performance and success of platform use to ensure Info Sum is driving towards the best possible outcome for the client / their partners
• Create and establish go-to-market plans for premium accounts and each of its multiple use cases
• Plan and execute QBRs and regular meetings
• Run a reliable and organized account process that keeps Info Sum on top of deadlines and capable of seamlessly introducing new revenue growth initiatives
• Additional responsibilities as and when required by the business

The main skills needed to deliver the core responsibilities:

• Background in advertising technology
• Strong understanding of how data and identity is activated in the digital media ecosystem
• Clear written and oral communicator with emphasis on precision
• Demonstrable and consistent track record of successfully growing complex partnerships
• Ability to build and cultivate new relationships with potential and existing partners within all parts of an organization
• An organized self-starter that can diversify their skillset to meet business priorities
• Excellent interpersonal and customer-facing skills
• A high level of curiosity and willingness to understand complex solutions designed to service customer needs
• Track and communicate commercial and technical blockers for client success on Info Sum, including the commercial impact of client challenges and needs to support internal prioritization of solutions to their challenges

Benefits

• Competitive commercial bonus plan
• Up to $100k base salary (based on experience)
• Healthcare benefits
• 401k
• Mental wellbeing and support

For this role, we would ideally like for someone to be based locally and come into the office 2-3 times a week for team syncs, however, if you require more flexibility, we can discuss a solution that works for everyone.