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Customer Success Manager

2 months ago

Sydney, New South Wales, Australia Smartly Group Full time
About the Role

We are seeking a highly skilled Customer Success Manager to join our team at Smartly Group. As a key member of our APAC Customer Success team, you will be responsible for managing and nurturing customer relationships, driving growth and retention, and providing expert guidance on social advertising strategies.

Key Responsibilities
  • Customer Management: Manage and nurture your own customer accounts through day-to-day communication and online marketing expertise.
  • Strategic Guidance: Work closely with customers to hone their online marketing strategy and quickly resolve advertiser issues, including scaling budgets, campaign performance, and manual work.
  • Business Growth: Take full ownership and responsibility of growing and managing your own book of business and develop vertical expertise (e.g., e-commerce, travel, classified, mobile apps, etc).
  • Product Knowledge: Develop and maintain excellent knowledge of Smartly's product and paid social advertising in general, so that you're constantly able to solve customers' problems.
  • Relationship Building: Build, manage, and develop strong relationships with customers and partners, such as Meta, Pinterest, Snapchat, and TikTok.
  • Collaboration: Collaborate with customers, fellow Customer Success Managers, and product development teams to maintain a quick feedback loop.
Requirements
  • Experience: Possess 3+ years of relevant experience in a customer success or similar customer-facing function.
  • Industry Knowledge: Have a good understanding of social advertising (Meta, Pinterest, Snapchat, TikTok).
  • Soft Skills: Be highly empathetic, with a positive attitude and a strong desire to help our customers reach their goals.
  • Results-Driven: Have a results-driven mentality, with a bias for action and collaboration.
  • Communication: Be able to explain complex concepts clearly and translate data into insights.
  • Language: Have strong spoken and written communication skills in English.
  • Flexibility: Be able to work in a hybrid capacity from our Sydney office 2 days a week (more if you like).
  • Travel: Be able and willing to travel for quarterly business reviews, conferences, and industry events as required.