Customer Success Manager

Insense is an all-in-one solution for scaling UGC production and influencer campaigns, offering both self-service SaaS and managed services. With a network of 60,000+ vetted creators and micro-influencers across 20+ countries – with the US as our primary market, we help brands create high-performing native-style content. The platform streamlines operations with features like creator chat, interactive briefs, automated payments and contracts, analytical reporting, and integrations with Meta, TikTok, and Shopify.

2,000+ mid-sized brands are using Insense to find their perfect niche creators and run diverse collaborations from UGC and product seeding to TikTok Shop and whitelisted ads. Insense is an official partner of TikTok and Meta.

Founded in 2016, we are a remote-first company of 50+ people from 13 countries.

👋🏻 Hey there!

As a Customer Success Manager at Insense, you will ensure our clients achieve their goals using our platform. Your tasks will include providing excellent onboarding, maintaining ongoing client relationships, and offering proactive support. You will work directly with clients to understand their needs, advocate for their success, and contribute to continuous product improvements.

📍This role is open to anyone based in Americas Time Zone

⏰You must be available every working day between 9 am and 6 pm EST.

Who we are looking for

Required:

• 2+ years of customer success (or similar roles) experience in SaaS or marketing, with a proven track record of managing client relationships and delivering business impact
• Familiar with GSuite, Hubspot, Notion, JIRA, or similar software
• Highly skilled in English communication, both spoken and written
• Experience in identifying, tracking, and resolving issues, with a commitment to exceptional customer service and communication
• Organized and detail-oriented, capable of managing multiple projects simultaneously while maintaining high standards and accuracy
• Customer-centric with a proactive approach to anticipating client needs, addressing issues before they escalate, and focusing on continuous improvement
  

Bonus points:

• Basic knowledge of digital marketing, influencer marketing and social advertising (Facebook, Instagram, TikTok)
• Experience tracking and reporting on KPIs for customer success, satisfaction, and retention, with the ability to use data to drive decision-making and strategy
  

Responsibilities

• Act as the main point of contact for clients to deliver exceptional customer experience and ensure they get the most value out of the platform
• Become a specialist in the Insense platform and paid social advertising, in general, to be able to continuously solve problems for customers and provide best practices and consultative advice
• Build and foster strong relationships with our clients
• Own client communication in different channels, proactively outreach accounts, and offer support and solutions based on their needs
• Support the running of internal client activation campaigns
• Recommend growth opportunities based on data, new product features, and market trends to our client base
• Track accounts to identify churn risk and work proactively to eliminate that risk
• Act as a partner of the Customer Experience Team, supporting our daily customer operations tasks, back-office, and projects
• Be the voice of customers to inform our internal teams
• Collaborate effectively across functions including Sales, Marketing, Product, and Engineering
• Manage client campaigns along with the Creator Growth team — create tasks, follow up, and ensure campaign goals are met
  

What we offer

• 💻 Forever remote role
• 📍Work from anywhere role
• 💰Salary in USD commensurate with your experience and location
• 🏖 + 15 days off + US holidays
• 🌎 International exposure to global clients and employees in AMER + EMEA
• 🌱 Professional growth opportunities - cultivate your knowledge in influencer marketing, e-commerce, and paid social

📍This role is open to anyone based in LATAM under a contractor agreement, kindly select “worldwide” option in case your location is not listed.