Customer Success Manager, Agency

Keen Decision Systems was founded to solve the biggest challenge in marketing: connecting marketing spend to revenue. By deploying our Bayesian modeling suite, companies of any size get actionable insights into where they can best optimize their marketing spend to drive the business outcomes that matter most.

Keen is different.

As a Inc. 5000 Fastest-Growing Private Company and a Triangle Business Journal Top 10 Best Place to Work, we’re growing quickly. But our growth isn’t the only thing that differentiates us.

At Keen, we are proponents of a Conscious Culture. Conscious Culture is an environment built on purpose. A Conscious Culture means that time and effort have been invested into making sure that how our company operates is as important as our business outcomes. Because we work smarter Monday-Thursday, we’re able to offer all employees a three-day weekend.

The Role of a Customer Success Manager (CSM):
As a Customer Success Manager (CSM) at Keen, you will play a key role in driving the success of our agency clients by overseeing onboarding, training, and long-term relationship building. You will ensure agency clients see early wins, expand their use of the Keen Platform, and become long-term advocates of our solution. You’ll provide expert guidance, manage client relationships, and work closely with internal teams to support the ongoing growth of Keen’s agency business.

Key Responsibilities:

1. Onboarding & Training:

• Lead the onboarding of new agency clients by setting up the Keen Platform, delivering training sessions, and ensuring a seamless transition.

• Provide hands-on support during the initial implementation phase, helping clients understand how to effectively use the platform to achieve early success.

• Train agency teams on best practices, model interpretation, and platform usage, empowering them to become self-sufficient over time.

2. Relationship Management:

• Build and nurture long-term relationships with key agency stakeholders, including heads of analytics, client services, media, business development, and product teams.

• Act as the primary point of contact for day-to-day client needs, addressing questions, resolving issues, and ensuring satisfaction with the Keen Platform.

• Proactively engage with clients to identify opportunities for expansion within the agency, including new accounts and additional service offerings.

3. Ongoing Support & Expansion:

• Drive ongoing engagement with agency clients by offering continuous training, updates, and proactive troubleshooting to prevent churn.

• Ensure that agencies move seamlessly from the initial onboarding phase to expansion, supporting multiple accounts as they increase their use of the platform.

• Lead the real-time support through dedicated Slack channels, answering technical and strategic questions promptly to enhance client satisfaction.

• Collaborate with Sales Leads to support agency business development efforts and uncover new business opportunities.

4. Strategic Consulting:

• Provide high-level strategic guidance as agency relationships mature, helping clients align their use of the Keen Platform with their long-term business goals.

• Support model optimization and performance reviews to ensure clients are maximizing the value of their marketing mix models.

• Facilitate quarterly business reviews (QBRs) and other key meetings, delivering insights that drive the agency’s marketing strategy.

5. Cross-functional Collaboration:

• Work closely with Analysts to ensure models meet quality standards, are accurately implemented, and deliver actionable insights.

• Collaborate with the Sales and Product Development teams to improve client satisfaction and provide input on product enhancements that align with agency needs.

• Ensure a seamless handoff from the Sales team to Customer Success, maintaining strong relationships and driving deeper engagement.

Qualifications:

• 5+ years of experience in customer success, account management, or client services, preferably in a SaaS or marketing technology environment.

• Strong relationship management skills, with a track record of successfully managing and growing client accounts.

• Proven ability to train and onboard clients, particularly in a software or technical environment.

• Analytical mindset, with the ability to understand marketing mix models and guide clients in interpreting and applying model insights.

• Excellent communication and problem-solving skills, with the ability to build trust and rapport with clients.

Preferred Skills:

• Experience working with marketing agencies or in the media planning industry is a plus.

• Familiarity with marketing mix modeling, attribution, or marketing analytics software is preferred.

• Ability to handle multiple clients and projects simultaneously, with a focus on delivering excellent client service.

All your information will be kept confidential according to EEO guidelines.