The Senior Customer Success Manager will optimize client implementation and adoption of Traackr, ensuring successful influencer program management and delivering excellent experiences through tailored onboarding and proactive management.
Traackr is a global SaaS technology company providing a data-driven influencer marketing platform that marketers use to optimize investments, streamline campaigns, and scale programs. Our customers range from some of the world’s largest companies in the beauty and personal care space to digitally native indie brands, which have all made influencer management and engagement a critical practice of their marketing and advertising programs. We are a remote-first company, and for the folks that like to meet in person, we have offices in San Francisco, New York, Boston, Paris, and London. We operate on a culture of mutual respect, with core value pillars including:
Trust. We earn the trust of our team, customers, creators, and partners through transparency, predictability, and integrity.
Diversity. Bringing diverse perspectives to the table results in stronger outcomes. All are welcome.
Value. Through our words and actions, we strive to create tangible value for our customers and peers. We only succeed when our community succeeds.
Ownership. We lead with action. We take pride in solving the hardest challenges and feel accountable for our commitments.
Mutual success. We share goals with each other and with our clients. Alignment, collaboration, and empathy are the cornerstones of our success.
This position is 100% remote, with the understanding that occasional in-person attendance may be required for trainings, meetings, and team gatherings, as determined by your manager.
The Senior Customer Success Manager will partner with our clients to optimize the implementation and adoption of Traackr, enabling teams to achieve their influencer program goals. We aim to deliver a best-in-class experience for every client at every touchpoint. You will make our customers real fans of our technology.
Responsibilities
- Establish tailored onboarding and training plans for new enterprise clients in APAC to ensure they learn, adopt, and are successful at the onset with the Traackr product. This includes specific coaching and use case analysis.
- Determine critical measures for success for clients’ influencer programs to ensure there are quantitative and qualitative ways to measure progress.
- Leverage knowledge of current important program gaps to elevate and highlight the Traackr product in addition to strategic program goals.
- Monitor and address adoption and usage for clients in APAC region.
- Partner with Client Partners and fellow Customer Success Managers to establish strategic account management efforts by identifying and escalating signals of risk accounts and areas for further account growth
Qualifications
- 7+ years experience as a customer success manager working with global enterprise clients.
- Experience with SaaS technology - preferably marketing or communication ecosystems, either directly or supporting a marketing product or a marketing technology.
- Experience in beauty or influencer marketing.
- Demonstrated public speaking and presentation skills.
- Must have experience facilitating dynamic workshops consisting of content presentation and engaging exercises for both small and large groups of people.
- Excellent written and verbal communication skills both internally and externally across multiple geographies.
- Ability to speak with clients at all levels within the organization.
- Collaborative and team-oriented mindset. You will be a true team player and know what it means to strive for your individual contribution while continuing to support your colleagues.
- Experience working in a more consultative capacity with clients; comfortable running workshops, delivering presentations, and holding senior discussions about goals, work programs, and results.
- Bachelor's degree or higher.
- Fluent English, another APAC language is a plus.
Benefits
• Competitive Salary
• Remote Work Options with Hybrid Flexibility and Home Office Set-Up Stipend
• Coworking Office Subscription for Collaborative Spaces
• Health, Dental, and Life Insurance Coverage*
• Open Vacation Policy and Flexible Holiday Schedule to Suit Your Needs
• Paid Parental Leave to Support Quality Time with Your Loved Ones
• Career Development, including Internal and External Training Opportunities
Traackr employs individuals in multiple US states and countries. We use market benchmark data and geographic zones to determine our salary ranges. Your zone's specific pay range is dependent on your home location. We encourage you to discuss your zone-specific pay range with your Traackr recruiter for more details.
Benefit programs vary by country/state of residency, are subject to eligibility requirements, and may be modified from time to time. Ask for more details about the benefits in your specific region.
Traackr is an Equal Employment Opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other legally protected characteristics. All your information will be kept confidential in accordance with EEO guidelines.
Unsolicited resumes
Traackr does not accept unsolicited resumes/CVs from headhunters or recruiting agencies sent directly to Traackr employees or through our website. Traackr will not pay any fees to any third-party agency or company unless there is a signed agreement with Traackr.
Privacy
Traackr, Inc. has published a Privacy Notice, including CCAP for California and GDPR policies for its UK and European Union subsidiaries, accessible at https://www.traackr.com/privacy-policy.
All questions, comments, and requests regarding data processing at Traackr should be addressed to [email protected].
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