Customer Success Manager - Istanbul

Insider; Fatih; Hybrid; TRY 150,000 - 300,000; Full time

Job summary

A leading B2B SaaS company in Istanbul is seeking a Customer Success Manager to drive customer adoption and retention. This role involves building strong relationships with clients and ensuring they receive maximum value from the company's platform. Ideal candidates will have a Bachelor's Degree, significant customer-facing experience, and strong communication skills. The position offers competitive benefits and a chance to work in an inclusive environment.

Benefits

Working-from-home opportunities

Access to 16,000+ online courses

Inclusive Private Health Insurance

Smart Work Model benefits

Competitive bonus structure

No Dress Code

Qualifications

• 4+ years of relevant work experience in customer-facing customer success, account management or consulting.
• Preferably have SaaS experience.
• Strong communication skills in writing and speaking (English & Native Language).

Responsibilities

• Proactively drives adoption and retention.
• Builds relationships with customers for maximum impact.
• Orchestrates efforts to keep adoption and usage high.

Skills

Communication skills

Project management

Strategic thinking

Customer-oriented

Proactiveness

Education

Bachelor’s Degree in Business, Marketing, Engineering or related fields

MBA

Job description

Overview

Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.

About us

We are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are the #1 AI-native platform for Customer Experience and Marketing—offers marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency. Our platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform.

We have just celebrated our $500M Series E funding round, led by General Atlantic. Before this, we’ve unlocked unicorn status following our Series D round. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Coca-Cola, Nike, L’Oreal, Singapore Airlines, Virgin, Nestle, Nissan, Lenovo, Puma, IKEA, Allianz, Dominos, CNN, and the list goes on.

Having unlocked unicorn status, Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, to achieve $200M in CARR (Committed Annual Recurring Revenue). Insider was named a leader in The Forrester Wave for Cross-Channel Campaign Management 2021, and Leader in the IDC MarketScape: Worldwide Omnichannel Marketing Platforms for B2C Enterprises 2023 Assessment. The company has been recognized in The Top 1% of all software companies worldwide in G2’s 2024 Software Awards, and named in The Top 10 Best Software Products with the most #1 rankings alongside other software legends like Google, Zoom, and Monday.com. According to G2’s Spring’24 reports. Insider is also the #1 G2 Leader in 6+ categories, including Customer Data Platforms (CDP), Personalization Engines, Personalization Software, Mobile Marketing, Customer Journey Analytics, and e-commerce Personalization.

When our team founded Insider, they not only sought to create a product company but also to build the most socially progressive technology community in the world. Through our corporate social responsibility initiatives like 100Projects SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact into our communities across 27+ countries, spearheading transformative projects in areas such as health, education, farming, animal rights, and increasing the proportional representation of women in STEM careers.

Behind all these achievements, there is an exceptionally talented and passionate team across 27+ countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us on this journey, just keep reading.

Responsibilities

• Proactively drives adoption and retention,
• Builds relationships with the customers and ensures the services they need are provided to receive maximum impact,
• Works in coordination with other Customer Success Managers and Account Directors and is the primary contact of the partner,
• Is primarily responsible for orchestrating all efforts to keep adoption and usage high while driving value recognition,
• Provides best use cases according to the partner, helping them with panel usage, being a consultant to use our products in the best way according to the partners' needs,
• Is responsible for gross revenue / net revenue retention, CSAT, health score, and lock-in score of the partners and taking proactive actions to make improvements on these metrics.

Qualifications

• Have a Bachelor’s Degree in Business, Marketing, Engineering, or related fields,
• Preferably have an MBA,
• Have 4+ years of relevant work experience in customer-facing customer success, account management or strategic consulting organization,
• Preferably have SaaS experience,
• Have strong communication skills in both writing and speaking, (English & Native Language)
• Have a high sense of responsibility and accountability,
• Are a strategic thinker with excellent project management skills,
• Are customer-oriented and able to establish a robust relationship with the assigned customer base
• Are a self-motivated, proactive teammate with innovative ideas to inspire customer loyalty and adoption.

What we offer

• A chance to work in an international, diverse, and inclusive environment
• Working-from-home opportunities
• To be a part of an industry that’s shaping the future of customer experiences
• Opportunity to be a part of different side projects depending on your interests
• Access to many hard and soft skill training to help you improve and challenge yourself
• Access to 16,000+ online courses taught by real-world professionals on the LinkedIn Learning platform to satisfy your hunger for knowledge
• Space to share your skills through training sessions and workshops if you wish. Sharing is caring!
• Free access to exclusive platforms such as Blinkist, Masterclass, and Neoskola
• Competitive bonus structure (Q-based)
• Inclusive Private Health Insurance
• Smart Work Model side benefits to support food and billexpenses
• No Dress Code!

Equality and follow us

We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.

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