Customer Success Manager

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Described as the "Uber of Content", Social Native is a marketplace technology company that delivers an all-in-one platform providing brands with data-driven insights, scaled content creation, measures the impact of their work, and optimizes content and influencer strategy for even greater results. Leveraging the world's first AI-powered creative platform, brands such as Unilever, Adidas, L'Oréal, Crocs, and Nestlé Waters partner with Social Native to improve the performance of their paid and organic social strategy with a combination of Influencer Marketing, UGC, Custom Content, and Content Editing solutions.

We are seeking a highly motivated and experienced Customer Success Manager to join our team.

As a Customer Success Manager, you will drive customer satisfaction and retention through exceptional service and strategic account management. You will analyze client needs, provide tailored solutions, and build strong relationships to ensure long-term success and growth.

Key Responsibilities:

Client Retention & Growth

• Engage proactively with clients to ensure ongoing satisfaction and high retention rates. Address issues promptly to maintain trust and loyalty.
• Foster a strong partnership with clients by demonstrating the ongoing value of our services.
• Identify and nurture upsell and cross-sell opportunities, subtly laying the groundwork for future expansions.
• Maintain comprehensive knowledge of our products and services to offer tailored solutions and recommendations.
• Monitor client engagement and satisfaction indicators to flag at-risk accounts early, and implement strategic save plans to prevent churn.

Account Management

• Lead and organize Quarterly/Executive Business Reviews (QBRs/EBRs) and strategy sessions to align with client goals and assess their evolving needs.
• Consult regularly on content strategy and oversee its execution, ensuring alignment with client objectives.
• Analyze project data and metrics to provide clients with actionable insights, driving informed decisions and strategic initiatives.
• Address client issues proactively, collaborating internally to drive continuous improvement in customer experience.
• Guide clients through the platform setup and provide extensive product training to ensure a seamless experience.

Relationship Building

• Develop and strengthen relationships, ensuring clients understand and appreciate the full value of our services.
• Extend your network within client organizations to deepen service penetration and safeguard against single-point relationship failures.
• Align our services with the client's business objectives, acting as the bridge between their needs and our solutions.
• Collaborate closely with the internal teams to ensure smooth onboarding, identify growth opportunities, and streamline the renewal process.

Key Qualifications:

• 1+ year experience in SaaS
• 1+ year experience in social media/content marketing/e-commerce
• 2+ years in customer success
• Bachelor's degree (preferred)
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate to the use of the product
• Exceptional organizational skills, with the capacity to multitask effectively in a fast-paced environment.
• Advanced analytical skills to interpret data meaningfully and provide actionable insights
• Demonstrated ability to work collaboratively in a team and adapt effectively to change management processes.
• Advanced problem-solving skills