Customer Success Manager

## About the Role As a Customer Success Manager at TotallyAwesome, you will play a critical role in ensuring that customers achieve measurable business outcomes using the company's innovative platform. This will involve working closely with customers to understand their needs, developing and executing tailored success plans, and providing ongoing support and consultation to drive platform adoption and revenue growth. The ideal candidate will have a strong background in customer success, account management, or programmatic media, as well as excellent communication and project management skills.

The Customer Success Manager role at TotallyAwesome is a unique opportunity to work at the intersection of technology, data, and customer success. You will be part of a dynamic team that is passionate about delivering exceptional customer experiences and driving business growth through the use of cutting-edge technology. Your day-to-day responsibilities will include managing a portfolio of customer accounts, developing and executing success plans, and working closely with cross-functional teams to drive customer outcomes and revenue growth.

TotallyAwesome is a leading player in the digital marketing space, with a strong focus on innovation and customer success. The company's platform is used by over 600 million monthly users in APAC, and its technology is renowned for its ability to deliver actionable intelligence and drive meaningful engagement at scale. As a Customer Success Manager at TotallyAwesome, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences and driving business growth.

## What You Will Do - Drive customer outcomes and platform adoption by developing and executing tailored success plans - Act as a strategic advisor to customers, providing consultative support and guidance on audience strategy, campaign optimization, and performance interpretation - Manage customer health and retention by monitoring key indicators and proactively intervening to address any potential issues - Drive revenue expansion within accounts by identifying and executing opportunities to grow campaign budgets, platform usage, and new use cases - Collaborate with cross-functional teams, including sales, product, and platform teams, to drive customer outcomes and revenue growth - Develop and maintain strong relationships with customers, including regular communication and ongoing support - Stay up-to-date on the latest programmatic trends and technologies, and apply this knowledge to drive customer success and revenue growth - Analyze customer data and feedback to identify opportunities for improvement and optimize the customer experience - Work closely with the sales team to identify and pursue new business opportunities - Develop and deliver customer success plans, including quarterly business reviews and success metrics

## What We Are Looking For - 3-7 years of experience in customer success, account management, or programmatic media - Strong understanding of DSPs, PMPs, and media activation workflows - Ability to translate data into actionable insights and drive customer outcomes - Experience managing agency or brand relationships - Highly proactive, structured, and commercially minded - Excellent communication and project management skills - Strong analytical and problem-solving skills - Ability to work in a fast-paced environment and prioritize multiple tasks and projects - Experience with programmatic platforms and technologies - Strong understanding of the digital marketing landscape and key trends

## Nice to Have - Experience with data analysis and interpretation - Knowledge of SQL and data visualization tools - Experience with customer success platforms and technologies - Certification in programmatic media or digital marketing - Experience working in a remote or distributed team environment

## Benefits and Perks - Competitive salary and benefits package - Opportunity to work with a cutting-edge technology platform and drive customer success - Collaborative and dynamic work environment - Professional development and growth opportunities - Flexible working hours and remote work options - Access to the latest tools and technologies in the industry - Recognition and reward for outstanding performance - Comprehensive health and wellness package - Generous paid time off and vacation policy

- Tip: Make sure to highlight your experience with programmatic platforms and technologies in your application, as well as your ability to translate data into actionable insights.

• Tip: Be prepared to provide specific examples of how you have driven customer outcomes and revenue growth in previous roles.
• Tip: Show a strong understanding of the digital marketing landscape and key trends, including the latest developments in programmatic media and customer success.
• Tip: Demonstrate excellent communication and project management skills, including the ability to work in a fast-paced environment and prioritize multiple tasks and projects.
• Tip: Be prepared to discuss your experience with data analysis and interpretation, including any relevant tools or technologies you have used in previous roles.
• Tip: Highlight your ability to work in a remote or distributed team environment, including any experience with virtual communication and collaboration tools.
• Tip: Show a strong passion for delivering exceptional customer experiences and driving business growth through the use of cutting-edge technology.