Customer Success Manager

Zmluva na dobu neurčitú
Plat: Neuvedené
Úplne vzdialený
skúsenosti: > 5 rokov


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What we are building

Pubstack’s product is an Ad Management platform (SaaS) for web publishers that was created in 2018.

We currently work with over 100 premium publishers across Europe.

As an innovator in Ad Management, Pubstack empowers publishers through a data-driven approach to building, maintaining, optimizing, and monitoring high-performing ad stacks.

Pubstack now offers the only Ad Management platform that empowers publishers’ monetization teams.

Thanks to its powerful technology, they are able to confidently build highly-efficient ad setups – faster than ever before –, to boost their ad revenue, and to make data-based decisions about their ad stack.

Pubstack works with some of the best online media companies in the world –  including Le Monde, DPG Media, United Internet Media, Vinted, Webedia, and  many more – to ensure they can maintain high inventory quality, make more revenue and deliver exceptional content.

The opportunity:

You are responsible for building and maintaining strong relationships with our enterprise-level clients. Your primary focus is to ensure customer satisfaction, retention, and growth by understanding their business needs, providing strategic guidance, and coordinating internal resources to deliver exceptional service and support. You serve as the primary point of contact for key accounts, driving the adoption of our products or services, and identifying opportunities for upselling and cross-selling. Success in this role is measured by customer satisfaction metrics, retention rates, and revenue growth.

What will you do?

  • Relationship Management: Develop and nurture strong relationships with enterprise-level clients, serving as their trusted advisor and primary point of contact.
  • Customer Onboarding: Lead the onboarding process for new enterprise clients, ensuring a smooth transition and understanding of our products or services.
  • Needs Assessment: Conduct thorough needs assessments to understand the business objectives and challenges of each enterprise client.
  • Strategic Planning: Develop and execute strategic account plans tailored to each client's goals, leveraging our products or services to drive value and ROI.
  • Product Adoption: Drive product adoption and usage within enterprise accounts, providing training, resources, and guidance as needed.
  • Renewals and Expansion: Manage the renewal process for enterprise contracts, as well as identify opportunities for upselling and cross-selling additional products or services.
  • Feedback Collection: Gather feedback from enterprise clients to understand their satisfaction levels, preferences, and areas for improvement.
  • Collaboration: Collaborate closely with sales, product, and support teams to ensure alignment on customer needs and priorities.
  • Market Insights: Stay informed about industry trends, competitive landscape, and market developments to provide valuable insights to enterprise clients.
  • Hybrid: presence twice a week in Paris at clients office.
  • Who are we looking for?

  • 4-5 years of relevant work experience in customer success, and account management preferably in a SaaS business or adtech
  • Fluent in French & English + Italian, German & Spanish is a plus
  • Experience working with a portfolio of accounts, supporting a highly technical product
  • Demonstrated ability to establish relationships, credibility, present, and communicate effectively at all levels of an organization
  • Ability to set priorities, drive decisions, and get closure on recommendations and issues
  • Ability to influence others towards continuous improvement, both internally and externally
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