Senior Customer Success Manager

About the role

Supermetrics is looking for a Senior Customer Success Manager to join our team in the US! In this position, you will be responsible for overseeing the North American market while collaborating with Account Executives throughout the US to expand our business. You will play an integral part of our customer success organization, which comprises teams across North America, EMEA & JAPAC. As a Customer Success Manager, your primary focus will be on managing a diverse client portfolio to ensure customer needs are met and problems solved. You will work closely with clients to understand their objectives and address their challenges effectively.

Please note: this role is fully remote and we will only consider candidates in the following states: NY, MA, NJ, GA, IL, NC, SC, FL, IN, MD, VA, MI, TX, PA, DE, VT.

Supermetrics helps marketers make better decisions. It connects marketing data from platforms like Facebook Ads and Google Analytics to the AI tools, analytics tools, and data warehouses marketers already use, putting it right where they need it. With Supermetrics, a marketer can connect their data to AI tools like Claude and ChatGPT, ask questions about their campaigns, and get insights and recommendations grounded in live data. From there, they can also manage and update campaigns across every connected platform, automatically and in one place, using guardrails to stay in control. We work with organizations of every size: small teams that want enterprise-level reporting without the overhead, global brands like Dyson and L'Oréal that need visibility across millions in ad spend, and agencies like dentsu and McCann UK that manage large portfolios of client accounts at scale. In total, over 200,000 businesses trust Supermetrics to help them make the best decisions with their marketing data. We've grown from a one-person shop in 2013 into a global powerhouse, and we're only getting started. Today, we're 300+ people, with teams spread across 10 countries and 3 continents. Our team represents more than 50 nationalities which makes us a multicultural, collaborative, thriving team. Supermetrics operates on trust, transparency, and a keen customer focus. Forward-looking and quick to act, we see what needs doing, take ownership, and run with it. As team players, we help each other and win together. We're hiring for a diverse, skilled, and collaborative team and building an inclusive workplace where everyone is treated fairly and respectfully.

How we use AI in the recruitment process: We use AI to help our recruiters work through applications faster, for example, summarizing your resume and scheduling interviews. A recruiter reviews every application, and no hiring decision is ever made by AI. For some roles, your first interview may be with an AI interviewer instead of a person, and a recruiter reviews that conversation before deciding whether you move forward. From there, our human interviewers may use AI to take notes throughout the rest of the process, never to score or evaluate you, just so they can stay focused on the conversation instead of typing. You'll be told before this happens, and if you'd rather not be recorded, you can opt out at any point. It covers the rest of your process and never affects how you're evaluated. Every hiring decision is made by our human recruiting and hiring teams.

Responsibilities

• Manage a portfolio of clients, ranging from 40 to 60 customers, depending on location.
• Oversee the entire customer lifecycle, including onboarding, adoption, renewals, growth, and advocacy.
• Collaborate closely with both local and global Supermetrics teams, including Sales, Product, Support, Professional Services, and Solutions Engineering, to deliver tailored solutions and consultations to meet customer needs.
• Continuously enhance your knowledge of the Supermetrics product suite and industry trends to provide valuable insights during customer interactions.
• Encourage a collaborative atmosphere by offering assistance to colleagues and working towards shared objectives.
• Understand clients' business goals, challenges, and objectives to provide tailored solutions and recommendations.
• Anticipate and mitigate churn risks by identifying at-risk accounts and implementing proactive retention strategies.
• Serve as a customer advocate internally, representing clients' interests and feedback to inform product enhancements and roadmap decisions.

Requirements

• Minimum of