AdTechTalent
customer success116 days agoRemote

Smartly

Customer Success Lead

customer successleadershipenterprise account managementdigital marketingpaid socialteam managementcustomer experienceonboarding

Key details

Salary

Not specified

Employment type

Full-time

Seniority

Lead

Years experience

5-10

Location

Mexico City, Mexico

Full job description

Lead a sub-team of Customer Success Managers and Associates to manage customer portfolios and drive revenue growth. Responsibilities include mentoring team members, managing revenue, feature adoption, NPS, expansion, product feedback, customer experience, onboarding, and collaboration with other teams. Perform line management tasks such as reviews and salary rounds. Follow enterprise account management playbooks and act as trusted advisor to enterprise customers. Improve customer experience, minimize churn, increase revenue, and identify areas for improvement. Recruit and develop team members. Requirements include proven Customer Success or Sales experience, leadership skills, deep knowledge of Smartly products and digital marketing, strong communication, and commercial enterprise account management experience. Benefits include paid time off, flexible work options, healthcare, wellness and learning reimbursements, 401K matching, volunteer time off, and equipment provided.

What you'll do

  • Lead and handle a sub-team of Customer Success Managers and/or Associates in the region
  • Mentor sub-team members and manage their day to day output and engagement
  • Take ownership of sub-team revenue, feature adoption, NPS, expansion, product feedback, customer experience, onboarding and collaboration with other teams
  • Coordinate key new customer onboarding
  • Perform line management tasks such as annual reviews, salary rounds and HR/People related topics
  • Follow enterprise account management playbooks to delight customers
  • Become trusted advisor for enterprise customers in the sub-team
  • Ensure high quality customer experience to new and existing customers
  • Enhance employee engagement and skills development within the team
  • Improve feature adoption and cross sell services across customer base
  • Minimize customer churn and increase revenue
  • Identify and act on bottlenecks and areas of improvement
  • Communicate upwards to Head of Region on sub team performance and needs
  • Recruit, onboard and develop a growing team of CSAs and CSMs

Requirements

  • Proven track record in Customer Success and/or Sales
  • Desire to lead people and help them succeed
  • Phenomenal understanding of the Smartly product and services
  • Excellent knowledge of the digital marketing and paid social landscape
  • Strong communication and interpersonal skills
  • Track record of a commercial approach to enterprise account management

Benefits

Five weeks paid time off (PTO), 11 company paid holidays, unlimited sick daysFlexible in-office, hybrid, & remote work options depending on roleGenerous healthcare packages & mental health benefitsMonthly wellness benefit and learning reimbursement opportunities401K plus matching & equity grants for all new SmartliesVolunteer time off days & company donation matching opportunitiesComputer (MAC or PC), phone with plan

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