Customer Success Manager (Remote)

[Quora is a "remote-first" company. This position can be performed remotely from anywhere in Mumbai or Bengaluru, India.]

About Quora:

Quora’s mission is to grow and share the world’s knowledge. To do so, we have two knowledge sharing products:

• Quora: a global knowledge sharing platform with over 400M monthly unique visitors, bringing people together to share insights on various topics and providing a unique platform to learn and connect with others.

• Poe: a platform providing millions of global users with one place to chat, explore and build with a wide variety of AI language models (bots), including GPT-4, Claude 3, Gemini Pro, DALL-E 3 and more. As AI capabilities rapidly advance, Poe provides a single platform to instantly integrate and utilize these new models.

Behind these products are passionate, collaborative, and high-performing global teams. We have a culture rooted in transparency, idea-sharing, and experimentation that allows us to celebrate success and grow together through meaningful work. Join us on this journey to create a positive impact and make a significant change in the world.

About the Team and Role:

Quora’s Sales team focuses on driving revenue through strategic partnerships with both Agencies and Direct Clients. We are a data-driven team and we visualize and enable sales partnerships that benefit both the Client and Quora. We are entrepreneurial in our approach and have fun collaborating with cross-functional teams.

Quora is seeking an experienced Customer Success Manager from advertising background to join our fast-paced business. As a key member of our team, you will be responsible for partnering with our advertisers, helping them achieve a significant return on investment, and focusing on retention and expansion. You will be the main point of contact for a diversity of advertisers and have full ownership of the customer experience and customer success.

You will partner with the Client Partner team on key advertisers to drive overall customer adoption, enhance customer success, and mitigate customer churn risk. Ideal candidates will have business experience in an agency or ad sales environment as well as experience managing complex businesses with a diverse set of stakeholders. The successful candidate will also have experience in/around paid search and DR/Performance marketing campaigns. You will be a great fit in this role if you love problem-solving, pattern matching, digging into the data, being creative, wooing, advocating, exploring, and also checking off your list of to-dos. You are creative, smart, and like to execute.

This position is remote; however, the candidate must reside in either Mumbai or Bengaluru, India, to facilitate in-person client meetings.

Responsibilities:

• Educate advertisers and agencies on owned, paid, and earned media opportunities on the Quora Platform

• Act as an advocate for clients, providing them with industry insights and thought leadership. Build and maintain strong, long-term relationships with clients by regularly communicating with them and addressing their concerns

• Identify and capitalize on upselling opportunities within existing accounts. Contribute to and lead activities that accelerate business growth with partners focusing on performance & ROI

• Identify and troubleshoot any issues with clients' advertising campaigns and work to resolve them in a timely manner

• Develop and execute account management plans to ensure clients' goals and objectives are met

• Continuously monitor campaign performance and provide clients with regular performance reports and recommendations for optimization

• Forecast and track key account data, and advise adjustments in strategy to maximize ROI

• Act as a liaison between clients and internal teams, including sales, product, sales operations & finance

Minimum Requirements:

• A Bachelor’s degree in Advertising, Marketing, or a related field

• 6+ years of experience in customer success or account management for an advertising business.

• Experience with managing advertising campaigns, tracking, and analytics tools and proven ability to manage multiple accounts and projects simultaneously

• Excellent communication and interpersonal skills with clients at all levels of seniority up to the C-level with the confidence and tact to respectfully challenge clients on strategic decisions

• Prior track record of working autonomously to overcome barriers and while working collaboratively as part of the bigger team in a fast-paced, challenging environment

• Exemplary time management skills as you’ll be given scope to manage relationships with a large book of business

Preferred Requirements:

• Master’s degree in any field

• Comfortable working with a beta product and serving as the point of contact to troubleshoot technical and account issues

• Hands-on experience managing, optimizing, and planning performance campaigns

• Ability to translate analytics into insights and recommendations to determine which content and creatives are working or could be improved

• Passion for Quora's mission and goals

At Quora, we value diversity and inclusivity and welcome individuals from all backgrounds, including marginalized or underrepresented groups in tech, to apply for our job openings. We encourage all candidates who share a passion for growing the world’s knowledge, even those who may not strictly meet all the preferred requirements, to apply, as we know that a diverse range of perspectives can have a significant impact on our products and our culture.

Additional Information:

We are accepting applications on an ongoing basis.

Quora offers a wide range of benefits including medical/dental/vision coverage, equity refreshers, remote work reimbursement, paid time off, employee assistance programs, and more. Benefits are country-specific and may vary. For more information on benefits, visit this link: https://www.careers.quora.com/benefits

There are many factors that will determine the starting pay, including but not limited to experience, location, education, and business needs.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Job Applicant Privacy Notice: https://www.careers.quora.com/applicant-privacy-notice

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