Senior Customer Success Manager

About the Team 

You'll be joining a collaborative, diverse customer success team who are based in London, Paris, and across the United States. We're focused on ensuring our customers meet their organizations' strategic goals while also helping us achieve world-class customer satisfaction and net revenue retention. We're a forward-thinking team who cares deeply about our customers' businesses; we are industry experts and consultants. We are the voice, eyes, and ears of our customers at Permutive, and we work hard to spread customer empathy in all internal teams.

What you’ll be doing 

As Senior Customer Success Manager, you will focus on building strategic relationships and improving client health across our customers in DACH and the UK. You will support your customers in the creation and planning of their direct sold advertising strategy and ensure they are taking the right steps to grow their revenue through the use of first party data. 

As Senior Customer Success Manager, you will be a senior member of the team and actively work to improve internal processes and practices while driving cross-team partnerships with other departments. In partnership with our Account Management team, you will support renewal and upsell opportunities within your account base, and be accountable for Net Dollar Retention. 

You will develop a deep understanding of the needs and opportunities of our customers in DASH, and help us establish Permutive as a market leader in the region.

Your day-to-day responsibilities will include

• Achieving and maintaining high customer health through strategic success planning and engagements (e.g. Executive Business Reviews), understanding and improving product usage, and supporting clients in meeting their business objectives
• Managing a book of business, comprised of all DACH clients, as well as some of our UK and North European client base; deeply understanding their commercial strategy, needs, and pain points; proactively bringing those insights back to the business
• You will proactively support your clients in building and optimizing their direct-sold advertising business, and help them go to market through 1-1 and at-scale enablement tactics
• You will build relationships across the customer’s organization, including senior as well as day-to-day executional stakeholders 
• Your conduct, knowledge and expertise will be an example to the rest of the team and you will offer coaching and mentoring to your peers where appropriate
• You will partner with teams across the business to deliver optimal value for our customers and maintain high customer satisfaction
• You will act as a voice of the customer, bringing product and strategy feedback and uncovering opportunities for new products and features
• You will be a deep industry expert and you will make a proactive effort to educate yourself on evolving trends and insights in digital advertising, data, and privacy
• As our first dedicated CSM in the German market, you may attend prospect meetings to help establish Permutive as the market leader and industry expert in the region
• Occasionally, you will manage renewal and upsell opportunities within your portfolio, and look to uncover cross-sell opportunities, with the view of expanding this responsibility over time. 

Your success in the role will be measured by key performance indicators, such as customer retention and expansion (churn rate and net revenue retention), customer time to value, and customer case studies

What you’ll need

• Native or fluent German language skills 
• Worked as a Customer Success Manager, or an Account Manager within a SaaS organization, in the ad tech or mar tech space
• You have a strong track record of driving best-in-class net revenue retention and developing customer advocacy, preferably in the DACH region
• You have a proven ability to build senior stakeholder relationships and navigate complex organizations
• You have a deep understanding of the advertising and media landscape
• You have created and/or delivered frameworks for value delivery, tracked them appropriately, and effectively constructed narratives against them (e.g. in EBRs)
• You are very comfortable working with data - you have the skills to effectively visualize data, draw conclusions, and take action based on those
• You are a self-starter, who is comfortable with ambiguity and enjoys solving new problems. For example, where content or collateral does not exist, you will proactively create it and share it with the rest of the team

We’ll be excited if you also have… 

• Worked with digital publisher Operations, Revenue, or Direct Sales teams before

What we are offering...

We take a structured, objective approach to salary-setting, which is based on marketing information, our compensation strategy, and your experience and capability assessed through our interview process. For a typical candidate who meets our requirements, we pay a base salary between €85,000 to €110,000 with a 20% performance bonus. 

Benefits

• Stock options
• A focus on flexibility: gym class at lunch? Time for meditation? Dropping the children off at school? We trust you to manage your time effectively
• Parental Leave Policy entitling new parents up to 26 weeks of leave on full pay
• Everyone has full access to Linkedin Learning
• Free access to Spill, our mental health partners
• €320 towards your work from home setup