Customer Success Manager

Influ2 is a new kind of B2B advertising that actually works.

With Influ2, GTM teams can focus on the same buyers throughout the entire buying journey—from cold prospecting to closing and upselling—driving sales revenue. Buyers who engage with Influ2’s contact-level ads are twice as likely to convert.

Over 100 enterprises and mid-market companies worldwide, including industry leaders such as Capgemini, AppsFlyer, and Hexaware, love our technology. We hope you will love it too.

As a Customer Success Manager at Influ2, you will be responsible for providing an excellent customer service experience and helping customers achieve their desired goals. Impeccable relational skills and readiness to create win/win environments for all parties you work with will drive your success in this role.

• Be the voice of the customer: You must prioritize maximizing customer satisfaction, retention, and growth. You should be able to understand the customers' business objectives and align them with Influ2's offerings.
• Act as a trusted advisor: Build and maintain trust-based relationships with our valued customers. This includes proactive engagement, active listening, and empathy. Also, serve as a go-to resource for their inquiries, concerns, and strategic discussions related to Marketing and Sales practices.
• Translate complex ideas into actionable steps: Articulate complex ideas clearly and tailor your communication style to different audiences, from mid-level members all the way up to C Suite.
• Identify critical insights: Analyze customer data and metrics to identify trends, insights, and areas for improvement.
• Demonstrate technical aptitude: You'll become a subject matter expert by learning the ins and outs of the product. Effectively identifying issues, troubleshooting, and offering customers solutions for resolution will be essential in this role.
• Ensure timely delivery of the projects and milestones: You may need to manage multiple customer accounts simultaneously, so strong organizational and project management skills are essential to prioritize tasks, set deadlines, and manage customer expectations.
• Partner with Sales, Marketing, and Product Development teams: You will work closely with cross-functional teams across various time zones to align goals, share customer insights, and drive coordinated efforts to deliver customer success.

• You have 2+ years of experience in Customer Success or an Account Management role. 
• You have experience with Retention metrics including planning and forecasting Renewals and Expansions 6+ months out, understanding the impact on metrics, and tracking personal retention performance.
• You have experience with Net Retention, including identifying opportunities to upsell and cross-sell existing customers, providing pricing proposals and contracts, and tracking personal retention performance.
• SaaS background preferred. 

• Fluent English is essential.
• Strong written and verbal communication skills: You are strategic, inquisitive, and creative. You are not scared to challenge customers, ask the hard questions, or provide out-of-the-box solutions. You have experience talking with C-Suite persona and clearly articulating value and ROI. 
• Analytical and problem-solving skills: Strong analytical skills, the ability to solve problems, and the ability to make data-driven decisions are highly valuable.
• Creative thinking: You do more than solve customer problems; you see challenges as opportunities for customers’ growth and success. Your out-of-the-box thinking sets you apart as you address unique client issues and suggest process improvements.
• Business acumen: Understanding the business landscape, industry trends, and competitive landscape can help you provide strategic guidance to customers. A good grasp of financial concepts and the ability to link customer success to business outcomes will set you up for success in this role.
• Strong technical skills: As a product expert, you must understand how our customers can utilize Influ2's product to their fullest potential. 
• Time management: Meetings, customer chats, team catch-ups, and various time zones. It's all about planning your day and setting priorities right.
• Curiosity: It's about always wanting to learn. It helps you stay updated, understand clients better, and make the job more interesting. 
• Continuous learning mindset: The field of customer success is ever-evolving. A willingness to learn and adapt to new technologies, industry trends, and customer needs is important to stay ahead. Pursuing professional development opportunities, attending industry events, and staying updated on best practices are highly encouraged.   

• Startup Environment: Influ2 has a flat organization without hierarchy in communication. Horizontal communication is encouraged, and everyone's opinion is essential.
• Work alongside a friendly and diverse team of professionals spread across ten countries. Contribute to setting the new global standard in B2B advertising, already embraced by Fortune 500 companies.
• Flexible working environment when it comes to your schedule and location preference. We don't have fixed working hours. Choose where and when you work.
• Progressive commission structure and performance bonuses.
• Unlimited Vacation policy to ensure a healthy work-life balance.
• Generous Parental Leave and other well-structured PTO policies.
• A well-rounded health package with comprehensive medical, dental, and vision coverage designed to support you.