Customer Success Manager (US) - Media Oriented

As a Customer Success Manager at Voyantis, your primary responsibilities include nurturing client relationships from the onboarding phase onwards. You'll manage accounts proactively and serve as the main contact for clients, ensuring they achieve their goals while utilizing our solutions effectively. This involves understanding their business needs, pinpointing growth opportunities, and developing strategic plans to maximize their success. You'll collaborate with internal teams while also addressing client challenges, providing actionable insights through data analysis, and enhancing overall client satisfaction.

To thrive as a Customer Success Manager at Voyantis, candidates should have at least 5 years of experience in client management within the online marketing sector, particularly with knowledge in campaign management across platforms like Meta and Google. A background in SaaS companies is also beneficial, alongside strong analytical skills and a revenue-driven approach. Additionally, candidates must be adept at building and managing relationships, possess a solid technological orientation, and excel in problem-solving within a fast-paced environment.

At Voyantis, we believe in empowering our Customer Success Managers with the right resources and support. You will have access to extensive training on our innovative solutions and collaborative tools that enhance client interaction. You’ll work closely with internal teams across Sales, Product, and Marketing to streamline client performance and satisfaction. Our continued growth and support from top VCs also ensure that you have the environment and the technology required to thrive in your role.

Customer Success Managers at Voyantis have multiple growth opportunities, given our rapidly expanding environment. You'll not only have the chance to advance in your current role but also the potential to take on leadership positions as the company grows. By showcasing your skills in nurturing client relationships and driving effective results, you can position yourself for promotions or even transitions into other strategic roles within the organization.

The work culture for Customer Success Managers at Voyantis is vibrant and dynamic. With a team that's passionate and driven, you will be surrounded by curious individuals who are committed to making a real impact. Our collaborative approach allows you to share ideas, innovate solutions, and continuously improve client experiences while working in a fast-paced and rapidly changing environment that embraces efficiency and responsible growth.

When answering, outline your previous roles where you've successfully managed client relationships, highlighting specific achievements and strategies implemented to ensure client satisfaction and retention. Give examples of how you identified client needs and tailored solutions to drive their growth.

Discuss your structured approach for onboarding, including setting expectations, training on product usage, and establishing communication protocols. Emphasize your focus on understanding the client's business objectives and how you'll leverage that knowledge to facilitate a smooth transition.

Explain how you analyze client data and feedback to pinpoint opportunities for upselling or cross-selling. Discuss how you collaborate with various teams to optimize the client journey and ensure their goals align with the strategies you're executing.

Provide an example of a situation where you successfully resolved a client issue. Describe your conflict resolution process, focusing on your ability to listen, empathize, and offer solutions that rectify the problem while maintaining a strong relationship.

Talk about the metrics you track to evaluate client success, such as retention rates, ROI improvements, and goal achievement milestones. Highlight the importance of regular check-ins and performance reviews to ensure clients stay on track with their objectives.

List relevant tools you've worked with, such as CRM systems, data analysis platforms, and communication tools. Emphasize how these tools help in tracking client performance and improving communication and collaboration with your team.

Share a specific story where your efforts led to significant success for a client, detailing the strategies you employed, the challenges faced, and the ultimate outcome that positively impacted the client’s business.

Elaborate on the methods you use for research, such as attending industry conferences, participating in webinars, or subscribing to relevant publications. Stress the importance of staying informed to provide clients with insightful guidance.

Explain your process for understanding the client’s unique needs and how you recommend tailored solutions that align with their objectives. Discuss the balance between being a consultant and ensuring sales goals are met for the company.

Share your perspective on how customer success contributes to long-term revenue and loyalty. Highlight the role of CSMs in driving customer engagement and satisfaction, which leads to referrals and repeat business.