Senior Customer Success Manager

About Captiv8

Captiv8 is the ultimate influencer marketing platform, empowering brands across the globe to authentically connect with audiences and tell their unique story.

Our AI-driven platform simplifies influencer marketing, allowing brands to gain a deeper understanding of their audience, discover talented creators, optimize content, benchmark against competitors, and expand their customer base across various social media platforms. Captiv8 provides first-party data to enhance all aspects of influencer campaigns. In addition to the platform, Captiv8 offers Strategic Services where our in-house brand strategy and creative experts are on call to craft campaign success.

We're recognized as the industry leader, ranking #1 in customer satisfaction and earning the trust of industry peers. With a 5-star rating from Influencer Marketing Hub and a leadership endorsement from Forrester, we've set the standard in the influencer marketing landscape. Our pioneering API-integrated data connections with TikTok, Facebook, Instagram, Snapchat, and YouTube have provided greater transparency across the brand marketing industry.

Captiv8 is the driving force behind influencer marketing excellence. Join us and become a part of this exciting journey!

Your Mission

As a Senior Customer Success Manager, your mission is to forge deep, meaningful relationships with existing SaaS customers by serving as trusted counsel on influencer and affiliate marketing strategies & facilitating seamless adoption of our platform. You will own and exceed your net retention target by cultivating tailored, solution-oriented partnerships that drive customer success. An essential part of this role includes seeing the bigger picture, proactively identifying risks and seizing growth opportunities.

What You'll Do

• Exceed and surpass retention targets by delivering outstanding service to our SaaS customers and facilitating seamless adoption of our platform.
• Effectively convey our value proposition and strategically guide customers to align with their long-term objectives, promoting customer loyalty.
• Establish your expertise by fostering high-value relationships with C-suite and marketing executives at key accounts through regular Business Reviews.
• Proactively identify and capitalize on upsell and growth opportunities within your customer portfolio to unlock maximum account potential.
• Develop and implement comprehensive account plans, enabling you to thoroughly understand each customer's business objectives and assess the impact of our services.
• Collaborate closely with teams across Product, Support, Sales, Account Management, and Services to deliver on customer goals and enhance the overall customer experience.
• Continuously analyze and leverage customer data to identify trends, opportunities, and areas for improvement.
• Champion the voice of the customer, providing vital feedback to inform continuous improvement of our product and service offerings.
  
  

Qualifications You'll Bring

• 5+ years of experience in customer-facing roles
• Solid experience in increasing net retention and expanding business within Enterprise organizations
• Proven success in Enterprise Client Success roles, with a preference for those with experience in influencer marketing or related fields
• Exceptional communication and interpersonal skills, adept at building rapport with a diverse range of clients
• Familiarity with the evolving marketing and media landscapes
• Strong analytical abilities and data-driven decision-making skills
• Demonstrated capacity to work effectively across cross-functional internal teams
• Strategic thinking and problem-solving aptitude, able to identify both opportunities and risks
• Ability to excel in a fast-paced, dynamic team environment while consistently achieving strong results
• High level of organizational skills and the ability to work autonomously with minimal supervision in order to meet and exceed goals