Senior Customer Success Manager

Job Title: Senior Customer Success Manager

Location: Bucharest/ Oradea

Company Overview:

Creatopy is an AI-driven creative automation platform that helps businesses and agencies easily create, personalize, scale, and serve effective ads. It streamlines the ad production and delivery process, helping designers and marketers maximize efficiency and achieve impactful results in their advertising campaigns. The company raised a $10M Series A in October 2023 and is aiming for hypergrowth.

Job Description:

We are looking for a highly skilled and experienced Senior Customer Success Manager to join our dynamic team. The ideal candidate will possess a strong technical background combined with exceptional sales acumen. This role is critical to ensuring our clients achieve their desired outcomes while maximizing the value they receive from our platform.

The Senior Customer Success Manager will report directly to the Head of Customer Success.

What you will do:

• Client Onboarding and Training: Lead the onboarding process for new clients, ensuring a smooth transition and effective utilization of Creatopy’s platform.

• Account Management: Develop and maintain strong relationships with key accounts, acting as their primary point of contact for all post-sales activities.

• Customer Advocacy: Advocate for the customer’s needs and ensure their voice is heard within the organization.

• Technical Support: Provide expert-level technical support, helping clients troubleshoot issues and optimize their use of the platform.

• Sales Support: Collaborate with the sales team to identify upsell and cross-sell opportunities, contributing to the growth of the customer’s account.

• Customer Retention: Implement strategies to increase customer retention, reduce churn, and ensure customer satisfaction.

• Data Analysis and Reporting: Analyze customer usage data to identify trends, potential issues, and opportunities for improvement. Provide regular reports to internal stakeholders.

• Feedback Loop: Collect and convey customer feedback to the product development team to drive product enhancements and innovations.

• Best Practices: Develop and share best practices, customer success stories, and use cases to help clients achieve maximum value from Creatopy.

What you need to have:

• Experience: At least 5 years of experience in customer success, account management, or a related field, preferably within a SaaS or technology company.
• Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex concepts clearly and effectively.
• Problem-Solving Skills: Strong analytical and problem-solving abilities, with a focus on delivering solutions that meet customer needs.
• Customer-Centric: A deep passion for customer success and a commitment to going above and beyond to ensure client satisfaction.
• Technical Proficiency: Strong technical skills with the ability to understand and explain complex software solutions. Experience with ad tech platforms is a plus.
• Sales Acumen: Proven track record in identifying sales opportunities and contributing to revenue growth.
• Project Management: Strong organizational and project management skills, with the ability to manage multiple tasks and priorities effectively.

What we offer:

• Competitive salary with performance-based incentives
• Health insurance
• Professional development and career growth opportunities
• Dynamic and supportive work environment