Customer Success Manager - Apac

Buscojobs; Greater London; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

An innovative SaaS company is looking for a passionate Customer Success Manager to enhance client experiences and drive success in media and marketing strategies. This hybrid role combines sales and customer engagement, requiring a proactive approach to support clients in utilizing attention metrics. You will conduct product demonstrations, manage relationships, and ensure clients achieve their goals through effective onboarding and training. Join a dynamic team that values collaboration and client success, while making a significant impact in the media landscape.

Qualifications

• Experience in customer success or inbound sales roles, ideally in advertising.
• Strong communication and presentation skills are essential.

Responsibilities

• Engage with clients to understand their goals and challenges.
• Lead onboarding processes and deliver training sessions.

Skills

Customer Success Management

Inbound Sales

Communication Skills

Problem-Solving

Technical Aptitude with SaaS

Education

Bachelor's degree in Media or Marketing

Tools

CRM Software

Tableau

Job description

Amplified Intelligence is a cutting-edge SaaS business changing the way media is valued and measured. Founded in 2017, Amplified Intelligence supports global customers from our South Australian head office, with team members across the country and a presence in London and New York. We adopt a startup mentality, valuing broad roles alongside specialists and subject matter experts.

We are seeking a passionate and results-driven Customer Success Manager to join our team. This hybrid role requires you to be a product specialist and a proactive sales contributor, helping drive customer success in media and marketing strategies by empowering clients with insights and product experiences related to attention metrics.

Key Responsibilities :

1. Sales Contributor: Inbound SaaS

• Service inbound customer leads from marketing channels.
• Respond to product requests and provide timely information.
• Conduct product demonstrations and presentations.
• Maintain accurate records of sales activities and client interactions using our CRM.
• Negotiate terms and contracts, recognizing upsell/cross-sell opportunities.
• Close deals with proper documentation and agreements.

Customer Success (Enterprise & SaaS)

• Understand client needs, demonstrate SaaS product value, and ensure success through onboarding, training, and support.

Client Engagement :

• Engage proactively with clients to understand goals and challenges.
• Keep clients informed about Amplified updates and opportunities.
• Conduct product demos to showcase capabilities.
• Understand client workflows to demonstrate how our products help them improve.
• Support pre-sales activities in collaboration with the sales team.

Onboarding and Training :

• Lead onboarding processes for new clients.
• Develop and deliver training sessions, webinars, and documentation.
• Monitor client progress and optimize their use of our products.

Relationship Management :

• Build long-term relationships as a trusted advisor.
• Help clients create strategic plans aligned with their objectives.
• Regularly gather feedback and provide support.

Customer Retention and Expansion :

• Identify upsell and cross-sell opportunities.
• Support contract renewals and churn prevention.
• Relay client feedback to product teams for improvements.
• Collaborate across teams for product development and outreach.
• Lead commercial development of research studies.
• Handle customer support for commercial queries.
• Utilize data tools like Tableau for client results and present research findings.

Qualifications :

• Bachelor's degree in media, marketing, or related field (preferred).
• Experience in customer success, inbound sales, or related roles, ideally in advertising.
• Understanding of marketing/media landscape.
• Strong communication and presentation skills.
• Excellent problem-solving and interpersonal skills.
• Technical aptitude with SaaS products.
• Proficiency in CRM and support tools.
• Customer-centric mindset and passion for client success.