Customer Success Manager

Location: Kharkiv, Ukraine
Work type: Full-time
Customer Success is a critical part of our company growth. You will be the face of our company to the customer. You will help us expand our relationships with mobile app developers in the mobile app space. Our goal is to be the leader in a fast-paced and innovative industry. This is an opportunity to join our team and drive client relationships and revenue growth.

Essential position responsibilities:

  • Responsible for all post-sale activity, including onboarding, support, renewals, upsell, and internal customer advocacy, ensuring account retention, growth, and great customer experience
  • Establish a trusted advisor relationship with customers by effectively managing and growing the post-sale customer relationship
  • Identify opportunities of growth to continuously strengthen and improve the client relationship
  • Understand and anticipate client’s business goals, needs and pain points; proactively problem solve in support of those objectives
  • Support our clients with publisher refunds and rejects
  • Ensuring our customers derive maximum value from their Scalarr experience
  • Maintain high levels of customer engagement and satisfaction with a focus on customer dedication and loyalty
  • Prepare quarterly business reviews, reports and other materials to demonstrate Scalarr’s value through quantitative and qualitative measures
  • Help drive customer references and case studies

Required skills:

  • 2+ years of experience in a customer-facing customer success, account management or strategic consulting organization. SaaS experience is a benefit
  • Consistent track record of highly-professional customer service in a fast paced, dynamic environment
  • Experience in driving engagement and renewals
  • Demonstrated experience in proactive anticipation and resolution of customer issues
  • Strong analytical skills with the ability to translate data into meaningful insights and opportunities for customers
  • Ability to quickly earn buy-in and credibility with external and internal partners through excellent communication and cross-functional collaboration
  • Skilled at embracing new technology and distilling complex concepts into clear, easy to grasp ideas
  • Organized and methodical, with phenomenal communication skills and a consultative approach to address client needs
  • Highly collaborative team player with the ability to build effective cross-functional relationships

Would be a big plus:

  • Experience in SaaS
  • Experience in digital, ad tech, mobile
  • Experience in anti-fraud, cyber-security products
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