Customer Success Manager, Agency Partnerships

Skills

Software As A ServiceAdoptionBusiness Relationship ManagementContinuous ImprovementCustomer SuccessEmbraces ChangeManaged Accounts

Role

What the job involves

The main requirements, responsibilities and hiring steps.

Experience managing customer relationships within e-commerce digital marketing SaaS or agency environments
Strong understanding of digital marketing attribution analytics and the broader e-commerce ecosystem
Demonstrated ability to build trusted relationships and influence stakeholders at all levels of an organisation
Excellent written and verbal communication skills with confidence presenting to small groups and executive audiences
A consultative and customer-centric approach with a passion for helping customers achieve meaningful business outcomes
Strong commercial acumen and the ability to identify growth opportunities while maintaining long-term customer trust
Highly organised with exceptional attention to detail and the ability to manage multiple priorities in a fast-paced environment
Comfortable navigating technical conversations and learning new technologies quickly
Adaptable proactive and solutions-oriented with a willingness to embrace change and take ownership
Positive collaborative and team-oriented with a strong sense of empathy and accountability

Serve as the primary Customer Success partner for agency relationships and their client portfolios
Provide proactive guidance on technical questions platform adoption and strategic use cases through Slack email and video conferencing
Partner with Agency Partner Managers Sales Solutions Architects Product and Support teams to drive value identify expansion opportunities and mitigate risk
Lead agency business reviews enablement sessions product discussions and strategic planning conversations while monitoring account health and renewal forecasting