Customer Success Manager (Adtech / Martech)

Job Title : Senior Customer Success Manager (SaaS DMP for Publishers / Media).

Location : Germany (Remote - with c15% travel to meet clients for QBR's etc)

Total Package : c€85,000 to €110,000 Fixed Salary with a 20% performance bonus

Package will be attractive and can be negotiable to secure the right calibre)

A unique opportunity to join a global high growth SaaS software company, who are experiencing incredible demand with their SaaS software platform to a highly targeted Enterprise Publisher / Advertising / Broadcasting ecosystem.

Their Patented FIRST PARTY DATA SaaS technology is built on the core principles of responsible marketing, which includes privacy, consent and transparency.

This Audience Data Management Platform has an incredible portfolio of clients in the global publisher & advertising space including NewsCorp;

BuzzFeed; The Guardian plc; The BBC; Financial Times; Vox Media; Conde Nast International; and with a growing DACH Publisher client base.

• The co. has secured over 80% (UK) and 40% (US) of the Premium Publishers, with almost Zero churn.
• The company is listed in Y Combinator’s Top 150 companies of all time.

About the global Customer Success Team

• You'll be joining a collaborative, diverse customer success team who are based in London, Paris, and across the United States.
• We're focused on ensuring our customers meet their organisations' strategic goals while also helping us achieve world-class customer satisfaction and net revenue retention.
• We're a forward-thinking team who cares deeply about our customers' businesses; we are industry experts and consultants.

We are the voice, eyes, and ears of our customers, and we work hard to spread customer empathy in all internal teams.

What you’ll be doing at Senior Customer Success Manager in DACH / Northern Europe

• As Senior Customer Success Manager, you will focus on building strategic relationships and improving client health across our customers in DACH and the UK.
• You will support your customers in the creation and planning of their direct sold advertising strategy and ensure they are taking the right steps to grow their revenue through the use of first party data.
• As Senior Customer Success Manager, you will be a senior member of the team and actively work to improve internal processes and practices while driving cross-team partnerships with other departments.

In partnership with our Account Management team, you will support renewal and upsell opportunities within your account base, and be accountable for Net Dollar Retention.

You will develop a deep understanding of the needs and opportunities of our customers in DACH and help establish the brand as a market leader in the region.

Your day-to-day responsibilities as Senior Customer Success Manager will include :

• Achieving and maintaining high customer health through strategic success planning and engagements (e.g. Executive Business Reviews), understanding and improving product usage, and supporting clients in meeting their business objectives.
• Managing a book of business, comprised of all DACH clients, as well as some of our UK and North European client base; deeply understanding their commercial strategy, needs, and pain points;

proactively bringing those insights back to the business.

• You will proactively support your clients in building and optimising their direct-sold advertising business, and help them go to market through 1-1 and at-scale enablement tactics.
• You will build relationships across the customer’s organisation, including senior as well as day-to-day executional stakeholders.
• Your conduct, knowledge and expertise will be an example to the rest of the team and you will offer coaching and mentoring to your peers where appropriate.
• You will partner with teams across the business to deliver optimal value for our customers and maintain high customer satisfaction.
• You will act as a voice of the customer, bringing product and strategy feedback and uncovering opportunities for new products and features.
• You will be a deep Advertising industry expert and you will make a proactive effort to educate yourself on evolving trends and insights in digital advertising, data, and privacy.
• As our first dedicated CSM in the German market, you may at times attend prospect meetings as the CSM post-sale.
• Occasionally, you will manage renewal and upsell opportunities within your portfolio, and look to uncover cross-sell opportunities, with the view of expanding this responsibility over time.

Your success in the role will be measured by key performance indicators, such as customer retention and expansion (churn rate and net revenue retention), customer time to value, and customer case studies.

We’ll be excited if you also have

Worked with digital publisher Operations, Revenue, or Direct Sales teams before

What we’re offering

• Parental Leave Policy entitling new parents up to 26 weeks of leave on full pay
• Everyone has full access to the LinkedIn Learning platform which includes courses and training platforms to help develop your skills.
• Time to rest and relax with unlimited paid leave (minimum expectation of 25 days + bank holidays annually).
• Work-from-home allowance - €500 budget to upgrade your working environment.
• Free access our mental health partners.
• Health insurance

If you are passionate about Customer Success; Customer Retention; Supporting Premium Publisher Operations in the DSP / SSP environment then we are really interested to hear from you!! The company will offer you huge ownership and autonomy within a hugely growing DACH market and to take ownership of the Customer Success function in this region.