Customer Success Manager

**Description**:
The Customer Success Manager (CSM) will be responsible for managing a portfolio of client accounts across Zitcha’s customer base. They are responsible for fostering long-lasting client relationships, delivering outstanding client experience and will be the key partner helping our valued clients achieve their strategic objectives and maximum value from their Retail Media Network. It is a role that has a mix of strategic, sales and operational functions. Additionally, the CSM serves as the liaison between the client and Zitcha ecosystem, funnelling product feedback and retail market trends to the Sales and Product teams to improve client experience.

**Primary Responsibilities**
- Orchestrate overall relationships with assigned clients, which will include joint business planning and deep understanding of their business operations, goals and needs.
- Grow adoption & usage across the client’s partner and brand networks, ensuring retention of Retailer and expansion of contact list across Retailer accounts
- Build Customer Success Plans and establish critical goals to aid the Retailer in achieving their objectives.
- Support expansion of services within Zitcha by identifying and scoping up-sell opportunities, new integrations and partnerships, and training to enable clients for continued success.
- Cement yourself as a trusted/strategic advisor and advocate with both Retailers and Suppliers by driving continued value of our products and services.
- Work with Retailers to ensure operational efficiencies are established and problem-solve where improvements can be made.
- Maintain current functional and technical knowledge of the Zitcha platform and future products/features
- Add value to Retailers by providing insight with respect to the availability and applicability of new products and features.
- Act as Zitcha’s escalations point for the clients, oversee the resolution of major technical queries, SLAs, and work with the Operations & Product teams to address and keep clients updated at all times.
- Foster a feedback loop with clients to identify user improvements on the platform and brief back to the Dev team for development to improve client experience and happiness. Consistently communicate progress updates back to the client.
- Manage client expectations with an understanding of budget allocations and revenue opportunities to achieve and exceed established goals as well as being able to understand scaling and inventory restrictions
- Ensure the Zitcha Product and Ops teams deliver to committed timelines to client

**Selection Criteria**
- Mandatory_
- Previous experience in a Customer Success role or equivalent
- Previous SaaS/AdTech/MarTech experience
- Previous experience with large account with several stakeholders, preferably Enterprise level
- Demonstrated experience with account growth and retention
- Desirable_
- Experience with Hubspot would be beneficial

**About Us**

The retail media landscape is changing, and we’re leading that change for those who share our vision. We’re in the business of changing retailers into publishers.

Zitcha is a high-performance and all-channel platform that empowers retailers to monetise their entire media ecosystem while making it easier for brands to target their audiences. Our clients range from Aussie mid-tier retailers to retail giants. Retailers include Liquorland, First Choice, Bottlemart, Vintage Cellars, Noel Leeming, TheMarket, AdoreBeauty, The Warehouse and The Warehouse Stationery. Brand advertisers include Sennheiser, Dyson, L’Oreal and Nestle.

Now, we’re taking Zitcha global. And we’re on the hunt for talent.

We’re all about leading the way for our industry, and we’re here for those who want to lead in their space too. Zitcha is where you can make your mark with our team working flexibly in Noosa, Sydney and Melbourne.

Our executive team is passionate about giving their teams what they need to do their jobs and run with it. If you’re looking for better conditions and something outside the corporate world, we want to hear from you.

**Role Type**:

- In-house - Permanent - Full-time - Associate

**Company Overview**: