Description
A Commercial Customer Success Manager is responsible for ensuring the success
of all our self-serve customers by developing campaigns that promote
Upselling/ Retention and Loyalty. Their job is to work closely with customers
to ensure that customers are satisfied with the services they receive and to
mitigate any risks and minimize customer churn
Responsibilities:
Sending mass campaigns for up-selling and cross-selling to increase the ARR
and Retention rate
Build and foster executive and practitioner-level relationships with the
customer’s mobile engineering organization
Demonstrate hands-on Instabug product knowledge by guiding the customer to
leverage all Instabug capabilities
Produce and execute a comprehensive adoption path of Instabug products,
showing the current state and target future state with a mutually agreed
timeline
Deliver business value and innovation throughout the campaigns by
understanding the customers’ opportunity to improve their mobile experience
Proactively communicate technical product changes and other relevant updates
Represent the voice of the customer to inform our sales process and product
roadmap
Prepare and facilitate business review meetings, training sessions, webinars,
demos, and other strategic and supportive interactions
Proactively identify risks to the customer achieving their stated business
goals and work with the sales team to build a risk mitigation plan
Predict and forecast risk within the customer portfolio
Requirements
Requirements:
Bachelor degree in Business Administration, Information Systems, Computer
Science, or Computer Engineering
Solid technology background with knowledge of the mobile app ecosystem
3-5 years of experience in Customer Success Manager or other relevant
positions
Experience in managing multiple stakeholders and projects
A listener who is customer-oriented and attentive to their needs
Excellent verbal and written communication skills
Communicates effectively in both business and technical contextsJuggle
multiple priorities with competing deadlines
Process-oriented with problem-solving skills
Extras (Bonus):
Experience at a technology startup
World-class Fifa player
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