The Senior Customer Success Manager develops customer relationships to enhance retention and satisfaction, leads the Customer Success team, and drives user growth through analytics, onboarding, and effective communication.
Job Purpose
Responsible for developing customer relationships that promote retention and loyalty. Work closely with South America customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.
Job Responsibilities
- Coach and motivate Customer Success team members to their optimum performance levels.
- Research and identify the app development industry trends and insights.
- Work on optimizing the user acquisition funnel.
- Develop new projects and partnerships to cultivate user awareness and growth.
- Collaborate with other cross-functional teams on co-joint activities.
- Delivering and communicating ROI for our South America clients throughout the customer lifecycle.
- Being the trusted partner for the customer on use cases and product functionality
- Provide insights to South America customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
- Represent the voice of the customer to provide input into every core product, marketing and sales process
- Handel cross-selling and up-selling functions for our current clients
Replace "Handel cross-selling and up-selling functions for our current clients" with "Own a book of business (ARR) with clear responsibility for renewals, churn prevention, and expansion." - Lead onboarding and enablement: kickoff, discovery, implementation status checks, enablement plan, and ongoing training, using our Luciq setup & enablement playbooks.
- Comfort with mobile observability concepts (FFS, crashes, performance, network, alerts) and being able to guide customers on proactive vs. reactive workflows in the product.
Job Requirements
- Bachelor degree in Information System or Computer Engineering
- 4+ years of relevant experience.
- Strong communication, leadership, and interpersonal skills.
- An analytical mindset to decide actions based on productivity metrics.
- Strong technology background with knowledge of the mobile apps’ ecosystem.
- A proven track record of Technical Account Management or other relevant experience.
- Experience in managing multiple stakeholders and projects.
- A listener who is customer-oriented and attentive to their needs.
- Fluent in spoken and written English & Spanish.
- Strong communication skills.
- Communicate effectively in both business and technical contexts.
- Juggle multiple priorities with competing deadlines.
- Process-oriented with problem-solving skills.
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