Manager of Customer Success

Vidmob is the creative data company. Its scoring software and analytics have become an essential ingredient in the creative and media decisions of the world’s largest marketers and agencies, as they strive to drive business results through improved creative effectiveness. As the leader in creative data, Vidmob’s influence lies in its partnerships and integrations across the digital ad ecosystem, its dozens of proprietary models, and in operating the industry’s most robustly instrumented human-reinforcement learning model for creativity. 

The Manager of Customer Success will play a pivotal role in our Customer Success team, reporting directly to the Director of Customer Success. This role is responsible for managing and developing a team of Customer Success Managers to drive customer satisfaction and ensure the successful adoption and utilization of our products. You will lead a dedicated team managing their day-to-day activities and fostering a high-performance culture. Your goal is to ensure our clients achieve the greatest value from the Vidmob platform and experience exceptional service throughout their engagement with us.

Key Responsibilities:

• Lead, mentor, and develop a team of Customer Success Representatives.

• Set clear performance objectives and conduct regular performance reviews to ensure team members meet their goals.

• Inspire and motivate the team to deliver superior customer experiences and drive customer satisfaction.

• Act as a key point of contact for high-value clients, managing post-sale relationships to ensure client success and satisfaction.

• Oversee the day-to-day interactions between your team and clients, including handling escalations, delivering on commitments, and addressing client needs promptly.

• Develop and maintain strong relationships with clients to understand their needs and ensure their expectations are met or exceeded.

• Collaborate with clients to understand their business challenges and translate these into actionable insights and solutions using our products.

• Drive the adoption of new products and features, working closely with product and engineering teams to identify and address any gaps or concerns.

• Monitor and report on key performance indicators (KPIs) related to product usage and customer health, using data to identify areas for improvement and opportunities for growth.

• Partner with internal teams, including creative strategy, project management, and product development, to ensure a cohesive approach to client services and deliver value across all touchpoints.

• Engage in business-level and technical conversations with clients and internal stakeholders, including the Senior Leadership Team,, to advocate for client needs and align on strategies.

• Proactively manage risk by identifying potential issues and implementing solutions to mitigate them.

• Forecast client needs and growth opportunities, working with leadership to develop strategies to address them and enhance client success.

Qualifications:

• Experience managing or leading a customer success team, preferably within a SaaS environment.

• At least 10 years of experience managing enterprise clients, with a strong understanding of the ad-tech/media/publisher ecosystem.

• Proven experience working with social media platforms in a marketing capacity and collaborating with creative, data, and media agencies or teams.

• Excellent leadership and people management skills, with the ability to inspire and develop a high-performing team.

• Strong communication skills, with the ability to provide candid, constructive feedback and engage in high-level business and technical discussions.

• Demonstrated ability to manage risk, forecast client needs, and identify opportunities for growth.

• A customer-centric mindset with a passion for delivering exceptional service and ensuring client success.

• Ability to work collaboratively across teams and with senior executives to drive client outcomes and product adoption.

Please be aware that Vidmob will only contact candidates through emails ending in @vidmob.com. We will never ask for personal information, such as your Social Security number, bank account number, or password, through email. If you receive an email claiming to be from Vidmob that does not come from a @vidmob.com email address, or if the email asks for personal information, please do not respond and report the email to us at IT@vidmob.com