Customer Success Manager

As a Customer Success Manager at Vibe, your key responsibilities include building strong relationships with clients through regular, value-driven engagement, supporting customers through the full lifecycle from campaign setup to optimization, and providing actionable feedback to improve our platform. Your role also involves implementing personalized engagement routines, conducting health monitoring, and championing a customer-first mindset throughout the organization to enhance customer satisfaction and retention.

To qualify for the Customer Success Manager position at Vibe, you should have at least 2 years of experience managing mid-market or enterprise accounts, with a proven track record in driving customer success. Familiarity with CRM tools and customer data analytics is essential, along with strong communication skills to build trust across the organization. AdTech experience is a plus but not a strict requirement.

At Vibe, the success of a Customer Success Manager is measured by customer retention rates, churn reduction, and the ability to uncover upsell opportunities. Your impact will be evaluated through metrics like client satisfaction scores, engagement levels, and overall revenue growth attributed to your strategic initiatives and support.

Customer Success Managers at Vibe leverage a variety of tools to enhance their workflow, including Planhat for customer success management, Intercom for customer communication, Customer.io for automated messaging, Looker for data analysis, and BigQuery for handling large datasets. Familiarity with these tools can significantly boost your effectiveness in the role.

Vibe offers a unique working environment for Customer Success Managers by fostering a culture of innovation and customer-centricity. With a rapidly growing startup atmosphere and a mission to democratize TV advertising, you'll have the opportunity to contribute significantly to the team's success while being a pivotal part of a transformative journey in the advertising industry.

When building relationships as a Customer Success Manager, I prioritize regular, value-driven communication and strive to understand my clients' unique needs fully. Establishing trust is key, so I focus on delivering consistent support, setting clear expectations, and being proactive in sharing relevant insights to drive their success.

Certainly! In a previous role, I encountered a dissatisfied client due to campaign complications. I took the initiative to meet with them to understand their concerns, implemented a tailored strategy to address their issues, and provided extra support during the campaign adjustments. By actively listening and demonstrating my commitment, I was able to regain their trust, which ultimately led to greater satisfaction and continued partnership.

I handle upsell opportunities by focusing on the value they can bring to the client. Rather than pushing products, I engage in meaningful conversations to uncover their evolving needs and illustrate how our additional offerings can enhance their current strategies. My goal is to ensure they see these upgrades as beneficial solutions rather than sales pitches.

To reduce churn, I implement proactive health monitoring to identify at-risk accounts early. I establish regular check-ins and feedback loops with clients, ensuring they feel valued and supported. Tailoring engagement based on customer type and sharing relevant insights can maintain meaningful relationships, reducing the likelihood of churn.

I stay organized by utilizing project management tools and setting clear priorities. I develop detailed schedules that include client touchpoints and ensure I keep meticulous records of each account’s history, goals, and feedback. This allows me to maintain a tailored approach for each client, even when managing multiple accounts.

Data plays a crucial role in my process as a Customer Success Manager. It informs my understanding of client engagement levels, campaign performance, and overall satisfaction. I utilize analytics to monitor client health, identify patterns, and tailor strategies. This data-driven approach helps me provide actionable insights and drive success for my clients.

Advocating for clients means consistently representing their voice in internal discussions. I do this by gathering feedback from clients and presenting actionable insights and data to cross-functional teams. By aligning our product offerings with client needs and struggles, I ensure that their perspectives shape developments and improvements across the organization.

In a past role, I observed several clients struggling with a specific feature. I documented their feedback, compiled usage data, and presented it to the product team with specific recommendations. This led to enhancements that significantly improved the user experience, resulting in higher client satisfaction and reduced support inquiries around that feature.

I believe the most important quality for a Customer Success Manager is empathy. Understanding the challenges clients face allows us to provide tailored solutions and build genuine relationships. An empathetic approach fosters trust, making clients feel valued and supported, which is key for long-term success.

When faced with changes in client objectives or unexpected challenges, I remain flexible and open to adapting strategies. I prioritize communicating directly with the client to understand their new needs and re-align our approach accordingly. By being proactive and solution-focused, I ensure we continue to meet their expectations even in shifting circumstances.