What are the responsibilities and job description for the Customer Success Manager position at CleverTap?
About the Role:
As a Customer Success Manager, you will be responsible for building successful consultative relationships with your clients, learning their desired outcomes and enabling them to leverage CleverTap for value realization through product adoption within the customer's system.
What will you do:
- Wow your customers by building successful consultative relationships based on proactive consulting, product enablement, sharing industry best practices, and a keen understanding of their business
- Learn your customer desired business outcomes and drive CleverTap product adoption to help customers realize CleverTap value (build Success Plans)
- Develop a network of champions within each account through education, coaching, and strong influencing skills
- Represent to our customers as a trusted advisor, advocate and marketing thought leader/subject-matter-expert, conduct regular executive business reviews
- Drive growth and retention by working with customers through upsells and renewals
- Collaborate with customers to develop, launch, and manage marketing campaigns focused on engagement and revenue goals
- Practice and build your ongoing industry acumen expertise in order to teach your customers trends and best practices for omni-channel marketing automation
- Provide guidance for customer use cases with current product offering, set expectations on product innovation roadmap, and open product idea requests to share customer feedback with CleverTap product leadership
- Regularly enlighten our customers with insights gleaned from their own data and industry trends
- Ensure customers get maximum value from CleverTap by leveraging full platform functionality
- Liaison between your customers and all the internal teams at CleverTap (product, sales, marketing, operations, documentation, enablement)
- Partner with your customers to solve their challenges (technical, operational, strategic, product)
Must have:
- Experience in owning customer value delivery and training customers how to use an advanced SaaS marketing platform
- Overall 4-6 years experience and 2-3 years Customer Success Manager or Account Manager experience, preference for marketing, agency, or consulting experience
- Strong communication and consulting skills with technical aptitude. Can confidently project manage a technical project with many moving pieces
- Flexibility to travel 10% - 15% of your schedule
Good to have:
- Experience in SaaS, Marketing technology products
- Post-Graduation - MBA – Marketing, Diploma courses in Digital Marketing
- Experience working on a team at a results driven global company
Measures of Success:
- Customer retention
- Customer expansion
- NPS
- Product adoption - breadth and depth
Who will you report to: Director - Customer Success
Why join us?
- Be a part of a global growth stage startup
- Work in a fast-paced, dynamic environment where your contribution matters
- You are passionate about technology and its impact on the high growth mobile technology space
- Innovate at scale, with learning opportunities
About CleverTap:
CleverTap is the leading all-in-one customer engagement platform that helps brands unlock limitless customer lifetime value. CleverTap is trusted by over 2000 brands like Domino’s, Levis, Jio, Papa John’s, Zomato, Kotak Bank, Air Asia, Carousell, TD Bank, and Tesco to help build personalized experiences for all their customers. The platform is powered by TesseractDB™ – the world’s first purpose-built database for customer engagement, offering speed and cost efficiency at scale.
Backed by top-tier investors such as Accel, Peak XV Partners, Tiger Global, CDPQ and 360 One, the company is headquartered in San Francisco, with presence across Seattle, London, São Paulo, Bogota, Mexico, Amsterdam, Sofia, Dubai, Mumbai, Bangalore, Singapore, Vietnam, and Jakarta.
For more information, visit clevertap.com or follow us on:
LinkedIn: https://www.linkedin.com/company/clevertap/
X: https://twitter.com/CleverTap
If you think you’d be a good fit for this role, we’d love for you to apply!
CleverTap is dedicated to establishing an inclusive culture that welcomes individuals from diverse backgrounds, encouraging them to contribute their unique perspectives to our workplace.
We are committed to cultivating an empowering environment, enabling each of us to reach the peak of our professional careers.
We're excited to showcase what we have to offer!
Salary Range: For candidates based in San Francisco, the pay range for this position at the start of employment is expected to be between Base $93,500 - $102,000/year with an expected On Target Earnings (OTE) between $100,000 and $120,000/year (Total including commissions). Your exact offer may vary depending on multiple individualized factors, including job-related knowledge, skills, and experience.
Salary : $93,500 - $102,000
