Senior Customer Success Manager
We are looking for a talented Senior Customer Success Manager with a positive, problem-solving attitude to join our rapidly growing team in New York.
You'll be joining a collaborative, diverse customer success team of around 7; 5 of based in London, with Chris and Michael based in New York. We're focussed on ensuring our customers are able to meet their organisations' strategic goals while also helping us to achieve world-class NPS & net revenue retention.
At Permutive we've build a product that uses edge processing to segment and understand users while prioritising their privacy. We're currently working with leading publishers across Europe to help them deliver relevant ads in real-time across their web and mobile properties. As part of our CS team, you'll work closely with sales directors in Europe, solution architects, and our product support team. You'll have the opportunity to influence our product roadmap based on the deep insight you gain of what our customers really need.
As a Senior Customer Success Manage at Permutive, you'll be responsible for:
Proactively managing 10-12 customer accounts (generally $150k or more in annual revenue)
Building strategic relationships with senior stakeholders: understanding their priorities and business objectives, and helping them to achieve these through using our product
Optimise time to value and time to ROI for our customers
Working with our sales directors to ensure our net revenue retention remains high
Building our clients into champions and advocates, including identifying opportunities for case studies and collaborative webinars
Delving deep into the industry we operate in: learning about industry-wide developments around privacy, advertising and publishing, and how these relate to our clients' businesses
Thinking about how we can add more value to our customers’ businesses, either individually or as a company
Being an internal advocate for what our customers need: ensuring their feedback is heard and acted on by teams across the company from Product to Support to Sales.
We're a forward-thinking, collaborative team who care deeply about our customers' businesses. We'd love for you to help us shape best practices within the team, from how we run QBRs to how we hire your peers, and more. You'll also have the opportunity to learn from others across the company.
You'll love working with us if you're excited by growth, you embrace responsibility and love to take on new challenges. It’s a really exciting time to join, experience the best of start-up life and shape who we become as a company. We're working to build an incredible place to work, with an extraordinary, inclusive culture that transforms our team's careers, and we'd love you to join us.
You'd be perfect for this role if you have:
A deep interest in Customer Success and your clients' businesses; you feel a deep sense of satisfaction when you see your customers doing well, and you avoid unwanted churn
The ability to listen carefully, ask meaningful questions, and communicate with clarity both verbally and in writing
A positive, problem-solving attitude
Successfully managed multiple high-value, high-touch accounts for a technical software product
Experience building strong, trusting relationships, both within your team and with senior stakeholders in the businesses you work with
A commercial approach: you identify & qualify opportunities for expansion, and you're mindful of net revenue retention
Experience developing best practices and playbooks: from strategic account plans to QBR processes to accelerating onboarding
We take a structured, objective approach to salary-setting, which is based on market information, our compensation strategy, and your experience and capability as assessed through our interview process.
For a typical candidate with a few years’ experience in customer success who meets most of our requirements, we would offer around $94,000 base + 15% bonus + share options.
For a candidate who has deeper experience, including managing key enterprise-level customers, driving cross-sell and up-sell, and independently running on-boarding & QBRs, we'd pay around $125,000 base + 15% bonus + options.
Extensive training and development opportunities
Parental Leave Policy entitling new parents up to 26 weeks of leave on full pay
Time to rest and relax with a generous vacation allowance
Options grant so you have shared ownership: you’ll own a piece of the pie!
Exposure to all areas to the business, including our founders, Joe and Tim
Quarterly all-day socials
A team lunch, on us, every Friday