Argentina Job Openings
Social Native Inc
Customer Success Manager - SaaS (English Speaking Role)
September 16, 2024
Described as the "Uber of Content", Social Native is a marketplace technology company that delivers an all-in-one platform providing brands with data-driven insights, scaled content creation, measures the impact of their work, and optimizes content and influencer strategy for even greater results. Leveraging the world's first AI-powered creative platform, brands such as Unilever, Adidas, L'Oréal, Crocs, and Nestlé Waters partner with Social Native to improve the performance of their paid and organic social strategy with a combination of Influencer Marketing, UGC, Custom Content, and Content Editing solutions.
We are seeking a talented and dedicated Customer Success Manager to join our team. The ideal candidate will be fluent in English and have a strong background in customer service and account management, preferably in a Saa S environment. The Customer Success Manager will be responsible for building and maintaining relationships with our clients, ensuring their satisfaction with our products and services, and identifying opportunities for upselling and cross-selling.
Key Responsibilities:
Client Retention & Growth
We are seeking a talented and dedicated Customer Success Manager to join our team. The ideal candidate will be fluent in English and have a strong background in customer service and account management, preferably in a Saa S environment. The Customer Success Manager will be responsible for building and maintaining relationships with our clients, ensuring their satisfaction with our products and services, and identifying opportunities for upselling and cross-selling.
Key Responsibilities:
Client Retention & Growth
- Engage proactively with clients to ensure ongoing satisfaction and high retention rates. Address issues promptly to maintain trust and loyalty.
- Foster a strong partnership with clients by demonstrating the ongoing value of our services.
- Identify and nurture upsell and cross-sell opportunities, subtly laying the groundwork for future expansions.
- Maintain comprehensive knowledge of our products and services to offer tailored solutions and recommendations.
- Monitor client engagement and satisfaction indicators to flag at-risk accounts early, and implement strategic save plans to prevent churn.
- Lead and organize Quarterly/Executive Business Reviews (QBRs/EBRs) and strategy sessions to align with client goals and assess their evolving needs.
- Consult regularly on content strategy and oversee its execution, ensuring alignment with client objectives.
- Analyze project data and metrics to provide clients with actionable insights, driving informed decisions and strategic initiatives.
- Address client issues proactively, collaborating internally to drive continuous improvement in customer experience.
- Guide clients through the platform setup and provide extensive product training to ensure a seamless experience.
- Develop and strengthen relationships, ensuring clients understand and appreciate the full value of our services.
- Extend your network within client organizations to deepen service penetration and safeguard against single-point relationship failures.
- Align our services with the client's business objectives, acting as the bridge between their needs and our solutions.
- Collaborate closely with the internal teams to ensure smooth onboarding, identify growth opportunities, and streamline the renewal process.
- Proficient in English is a requirement (Please submit resume in English)
- Willing to work UK timezone hours
- 1+ year experience in Saa S
- 1+ year experience in social media/content marketing/e-commerce
- 2+ years in customer success
- Bachelor’s degree (preferred)
- Exceptional ability to communicate and foster positive business relationships
- Technical skills required, as they relate to the use of the product
- Exceptional organizational skills, with the capacity to multitask effectively in a fast-paced environment.
- Advanced analytical skills to interpret data meaningfully and provide actionable insights
- Demonstrated ability to work collaboratively in a team and adapt effectively to change management processes.
- Advanced problem-solving skills
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