Customer Success Manager

What you'll do:

• Be the voice of the customer: You must prioritize maximizing customer satisfaction, retention, and growth. You should be able to understand the customers' business objectives and align them with Influ2's offerings.
• Act as a trusted advisor: Build and maintain trust-based relationships with our valued customers. This includes proactive engagement, active listening, and empathy. Also, serve as a go-to resource for their inquiries, concerns, and strategic discussions related to Marketing and Sales practices.
• Translate complex ideas into actionable steps: Articulate complex ideas clearly and tailor your communication style to different audiences, from mid-level members all the way up to C Suite.
• Identify critical insights: Analyze customer data and metrics to identify trends, insights, and areas for improvement. 
• Demonstrate technical aptitude: You’ll become a subject matter expert by learning the ins and outs of the product. Effectively identifying issues, troubleshooting, and offering customers solutions for resolution will be essential in this role.
• Ensure timely delivery of the projects and milestones: You may need to manage multiple customer accounts simultaneously, so strong organizational and project management skills are essential to prioritize tasks, set deadlines, and manage customer expectations.
• Partner with Sales, Marketing, and Product Development teams: You will work closely with cross-functional teams across various time zones to align goals, share customer insights, and drive coordinated efforts to deliver customer success.
• Participate in on-site customer visits: You’ll occasionally meet with customers on-site to strengthen relationships, lead Executive Business Reviews (EBRs), deliver presentations, and facilitate strategic discussions.

Experience:

• 3+ years in a Customer Success or Account Management role, ideally in a B2B SaaS environment.
• Experience with retention metrics, including planning and forecasting renewals and expansions 6+ months in advance, understanding their impact on key metrics, preparing pricing proposals and contracts, and tracking personal retention performance.
• Proven experience supporting US-based customers.
• Hands-on experience with BI tools (e.g., Looker, Tableau) and CRM platforms (e.g., Salesforce, HubSpot).

Skills:

• Strategic communication: You are not scared to challenge customers, ask the hard questions, or provide out-of-the-box solutions. You have experience talking with C-Suite persona and clearly articulating value and ROI. 
• Customer insights and data fluency: You’re confident working with data to identify customer trends, measure performance, and turn client insights into actionable recommendations.
• Creative thinking: You do more than solve customer problems; you see challenges as opportunities for customers’ growth and success. Your out-of-the-box thinking sets you apart as you address unique client issues and suggest process improvements.
• Business acumen: Understanding the business landscape, industry trends, and competitive landscape can help you provide strategic guidance to customers. A good grasp of financial concepts and the ability to link customer success to business outcomes will set you up for success in this role.
• Strong technical skills: As a product expert, you must understand how our customers can utilize Influ2’s product to their fullest potential. 
• Time management: Meetings, customer chats, team catch-ups, and various time zones. It's all about planning your day and setting priorities right.
• Curiosity: It's about always wanting to learn. It helps you stay updated, understand clients better, and make the job more interesting.   


At Influ2, we highly appreciate a wide range of experiences and backgrounds. So, even if your history doesn't perfectly match our list, we would still be delighted to receive your application and learn more about you!

What's in it for you?

• Startup Environment. Influ2 has a flat organization without hierarchy in communication. Horizontal communication is encouraged, and everyone's opinion is essential.
• Working alongside a fast-growing team of professionals distributed among ten countries, setting the new global B2B advertising standard, already adopted by Fortune 500 companies.
• Flexible working environment when it comes to your schedule and location preference. We don't have fixed working hours. Choose where and when you work.
• Progressive commission structure and performance bonuses.
• Unlimited Vacation policy to ensure a healthy work-life balance.
• Generous Parental Leave and other well-structured PTO policies.
• Enjoy a well-rounded health package with comprehensive medical, dental, and vision coverage designed to support you.


We’ve raised a total of $15 million in our Series A round, maintaining a cash-positive business for the past 18 months while achieving 50% growth.


About Influ2


We're convinced that the diverse ideas and experiences every Influ2encer brings are the key to our success. To make sure our culture and products reflect this blend of viewpoints and backgrounds, there's no room for discrimination here. Our approach to hiring, training, promoting, and compensating individuals is grounded in merit and competence.


We're committed to offering equal employment opportunities to all qualified individuals, no matter their race, age, religion, where they come from, gender identity or expression, sexual orientation, marital status, physical or mental disability, military or veteran status, or any other characteristic protected by law. Everyone at Influ2 plays a part in keeping our workplace welcoming and free from discrimination and harassment.