Company Profile
Global privacy-first advertising technology and location intelligence company. Established in the early 2000's, the organisation operates an omnichannel Demand-Side Platform (DSP) that enables brands and agencies to reach audiences across multiple digital channels without relying on personal data, third-party cookies, or mobile identifiers.
Key Responsibilities
* Build and maintain strong client relationships across a range of products and services, acting as a trusted advisor to support renewals, identify growth opportunities, and strengthen long-term partnerships.
* Monitor customer engagement and account performance metrics to proactively identify retention risks and develop targeted success strategies in collaboration with internal teams.
* Lead renewal discussions and contribute to initiatives aimed at improving customer retention and reducing churn.
* Review customer feedback and account trends to identify opportunities for increased product adoption, enhanced engagement, and re-engagement strategies.
* Deliver a high-quality customer experience by understanding client objectives, aligning solutions with business needs, and ensuring continued value realization.
* Collaborate with cross-functional teams including Sales, Product, Marketing, and Engineering to advocate for customer needs and support broader business growth initiatives.
* Develop a strong understanding of company products and solutions to recommend the most relevant capabilities for customer goals and use cases.
* Support the development and scalability of the Client Success function by improving internal processes, documentation, and operational best practices.
* Coordinate with technical teams to facilitate issue resolution and maintain proactive, transparent communication with clients throughout the process.
Requirements
* Bachelor’s degree or equivalent experience.
* 8+ years of experience in customer success, account management, technical support, or other client-facing roles within the technology sector.
* 5+ years of experience working closely with sales teams and managing internal stakeholder relationships.
* Strong collaborative mindset with a customer-focused approach and commitment to delivering exceptional service.
* Ability to work independently, take initiative, and manage competing priorities effectively.
* Excellent organizational skills with strong attention to detail and time management capabilities.
* Proven problem-solving skills with the ability to troubleshoot issues and drive effective solutions.
* Strong written and verbal communication skills with the ability to communicate clearly and professionally.
* Excellent interpersonal and relationship management abilities.
* Comfortable working in fast-paced, growth-oriented, or smaller company environments.
* Experience using CRM or ticketing platforms; familiarity with Salesforce is an advantage.