Customer Success Manager - REMOTE US - Liftlab Analytics, Inc.

About the Company:

Founded in 2018, LiftLab is the leading provider of science-driven software to optimize marketing spend and predict revenue for optimal spend levels. Our platform combines economic modeling with specialized media experimentation so brands and agencies across the globe can clearly see the tradeoffs of growth and profitability of their ad platform partners including FB/Instagram, Google, Display, Snapchat, TikTok and Pinterest. They use these signals to make media spend decisions with confidence. LiftLab customers know for each channel, tactic, campaign if the revenue for the last $1 spent covered its cost or not.

LiftLab is built on a foundation of advanced algorithms and sophisticated media experimentation. Some of the most marquee brands already run LiftLab and we’re growing at a rapid pace.

Position Summary:

We are seeking a highly motivated and customer-focused individual with 4+ years of experience to join our team as a Customer Success Manager. The primary responsibility of this role is to partner with our customers to ensure they achieve their desired outcomes using our platform along with managing a book of business and a team. The successful candidate will play a pivotal role in driving value for our business through partnering with team members, customers, defining their success metrics, providing training and support, helping them identify opportunities to maximize the benefits of our platform, and managing renewals. Experience in SaaS and an agency setting or with Marketing Mix Modeling (MMM) and Multi-Touch Attribution (MTA) is a plus.

Key Responsibilities:

Partner with Customers for Change Management:

• Collaborate with customers to understand their unique business needs and objectives.
• Provide guidance and support in implementing changes and process improvements, leveraging our platform effectively.

Drive Value:

• Act as a trusted advisor to customers, ensuring they realize the full value of our product or service.
• Monitor customer usage and engagement to proactively identify areas for improvement.

Define Success:

• Work with customers to define clear, measurable success criteria and key performance indicators (KPIs).
• Regularly review and update success metrics to align with changing customer goals.

Training and Support of team:

• Develop and deliver customized training programs to empower team to maximize customer satisfaction and retention
• Provide ongoing support to address customer questions, issues, and concerns.

Identify Opportunities for Customer Growth in portfolio:

• Proactively identify opportunities for team members and their customers to expand or optimize their use of our platform.
• Collaborate with sales and product teams to deliver value-driven solutions.

Renewals Management:

• Support the renewals process, ensuring timely communication with customers about contract renewals.
• Work to secure renewals and expand contract values where applicable.

Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs):

• Conduct regular QBRs with customers to review progress, share insights, and discuss future plans.
• Conduct EBRs for key accounts to foster deeper relationships and align long-term strategies.

Qualifications:

• Bachelor’s degree in a related field.
• 4+ years of proven experience in a customer success, account management, or similar role.
• Experience in buying or managing media
• Experience in SaaS
• Experience in an agency setting or with Marketing Mix Modeling (MMM) and Multi-Touch Attribution (MTA)
• Ability to story tell with data
• Excellent communication, interpersonal, and presentation skills.
• Strong problem-solving abilities and the ability to think strategically.
• Knowledge of the industry and our platform is a plus.
• Proven track record of maintaining a growing book of business through renewals and upsell

What We Offer:

• Competitive salary and benefits package
• Flexible time off.
• Opportunities for professional growth and development.
• A collaborative and supportive work environment.
• The chance to work with cutting-edge technology and innovative solutions in the Martech industry.