VP, Customer Success

Assertive Yield B.V. a scale up PubTech company in the AdTech ecosystem, caters to some of the largest publishers worldwide. Our distinct granular data analytics platform sets us apart from the rest of the market. 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, creating a single source of truth for holistic revenue analysis.

As we continue to grow at a rapid pace, we are looking for a Senior Customer Success Manager to help our customers to 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.

CS Manager is responsible for ensuring that customers are satisfied and successful with the products and services provided by Assertive Yield. Helping to build and oversee the team structure, building processes and workflows in the customer success department.

This role combines the aspects of Revenue Operations, Customer Success and Account Management to help maximize customer lifetime value, retention and revenue growth.

Specifically, you will focus on the post sales experience, building relationships with the customers and identifying 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 issues and 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.

Main 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 a strong relationship 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 upsell and cross-sell additional products can benefit the customer. This involves understanding their needs and offering relevant solutions.
• Data analysis and reporting; tracking and analyzing customer data, include usage patterns, feedback and outcomes. This helps to identify trends, opportunities for improvement, and to create reports that demonstrate customers performance
• 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
• Jira

Required experience:

• Minimum 3-4 year experience in the customer facing role
• Having experienced in B2B SaaS company is a major bonus
• Have an acumen and tact of handling C-Suite discussions
• Great communication skills
• Experience handling programmatic customers
• 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 high level of professionals
• Fully remote, full time and flexible working hours
• A fun, smart and diverse team
• Competitive compensation package

Employment:

• Full time

Background in SaaS customer success, revenue operation and programmatic ecosystem is a must have