Customer Success Lead

3 weeks ago

Melbourne, Australia Zitcha PTY LTD Full time

At Zitcha, we’re at the forefront of revolutionising the retail media landscape, and we invite you to be part of our visionary team making Retail Media better for everyone.

As the world's first Adaptive, Unified Retail Media Platform, Zitcha empowers retailers to unlock their full potential by seamlessly integrating planning, delivery, and insights across all channels - online, offline, and in-store. Our intelligent, efficient, and high-performance platform provides a complete and scalable solution that adapts to each retailer's unique vision and business model.

We understand that no two retailers are the same, and your network shouldn't be either. Zitcha's composable architecture ensures you have the right capabilities at the right time, whether you're launching a new retail media network or scaling an existing one. Our platform simplifies and automates previously manual processes, allowing you to leverage your first-party customer data for personalized and impactful advertising experiences.

With Zitcha, you're not just keeping up with retail media - you're defining it. Join us in creating a better way to build and grow Retail Media Networks, transforming them into valuable extensions of your existing retail business.

Now, Zitcha is seeking a Customer Success Lead to join our innovative team in Australia. Join us in shaping the future of retail media as we revolutionise the industry and empower retailers and brands to achieve unparalleled success.

The Customer Success Lead (CSL) 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 CSL 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.

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.
  • 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.
  • 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/Retail Media Network on the Retailer side experience
  • Previous experience with large account with several stakeholders, preferably Enterprise level
  • Demonstrated experience with account growth and retention

Desirable

  • Experience working within Retail across Trade and Retail Media agreements

If this sounds like you, we'd love to meet you :)

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