Customer Success Manager

About Assertive Yield

Assertive Yield B.V., a scale up PubTech company powered by sophisticated AI-based technologies, caters to some of the largest publishers worldwide. Our suite of solutions, including Yield Manager, Yield Intelligence, and Yield Optimization utilizes powerful scripts to provide you with data from all revenue sources and optimize publisher revenue and user experience. While our HQ is in Amsterdam, our team is globally dispersed. Our aim is to provide publishers with comprehensive and dependable analytical data powered by machine learning and cutting-edge technologies to increase revenues.

What you’ll do

As we continue to grow at a rapid pace, we are looking for a Customer Success Manager to help our customers achieve the best possible outcome using our products and platform. If you are up for a challenging role, and possess a passion for customer success, or have experience in this field and AdTech industry, then this role is perfect for you. 

Customer Success Manager is responsible for ensuring that customers are satisfied and successful with the products and services provided by Assertive Yield. This role combines the aspects of Onboarding, Revenue Operations, Customer Success and Account Management to help maximize customer lifetime value, retention and revenue growth. 

Specifically, you will focus on the POC (proof of concept) process, help onboarding them to our product suite, building relationships with the customers, identifying bottlenecks, issues and bringing your expertise to help the customer to overcome and implement AY appropriately. 

Furthermore, you will also help the Customer Success team with the post sales efforts by helping customers to identify opportunities to drive value and revenue growth through upselling, cross-selling, and renewals. 

You will work closely with the sales team to understand the customer’s needs and goals, provide technical support and guidance and collaborate with the internal teams to address customer concerns. You will also analyze customer data, track and report on customer success metrics, and use insights to improve processes and identify new revenue opportunities. 

The role requires strong communication and interpersonal skills as well as the ability to work collaboratively across departments to achieve common goals. 

Responsibilities

• Onboarding; guiding new customer through the onboarding process and providing them with the necessary training to use the platform effectively 
• Relationship management; building and maintaining strong relationships with customers. This involves regular communications to understand their needs, challenges, and goals, and to offer solutions that can help to achieve the desired outcome. 
• Retention and renewal; ensuring customer satisfaction, engagement and retention. This involves identifying and addressing any issues that may arise, providing ongoing support, and encouraging customers to renew their commitment. 
• Upselling and cross-selling; identifying opportunities to offer additional products that can benefit the customer. This involves understanding their needs and offering relevant solutions. 
• Data analysis and reporting; tracking and analyzing customer data, including usage patterns, feedback and outcomes. This helps to identify trends, opportunities for improvement, and to create reports that demonstrate customers performance.
• On page QA; identifying implementation issues on the page, debugging and communicating issues with the tech team and the clients.
• Collaborating with the internal teams; including sales, marketing, product, and support to ensure that customer needs are being met and that the products are continually improved to meet the customer demand.
• Systems and tools to be familiar with: 
• • Hubspot 
  • GAM 
  • Intercom 
  • ClickUp 
  • Chrome console 
  • Prebid.js

Minimum requirements

• Minimum 3-4 of years experience in the customer facing role
• Experience in a B2B SaaS company is a significant advantage
• Acumen and tact in handling discussions with decision-makers
• Great communication skills
• Experience in handling customer queries tactfully and diplomatically to ensure that they stay satisfied

What we offer

• Innovative and dynamic environment
• Opportunities to grow, continue learning and working with high caliber professionals
• Fully remote
• Full time
• Flexible working hours
• A fun, smart, and diverse team
• Competitive compensation package