Customer Success Manager, Enterprise

London, England, United Kingdom | Customer Success | Full-time | Fully remote

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Celtra is hiring for a Customer Success Manager to help with high-touch Global 500 clients. This role is based in London, where you will work closely with Customer Success Directors supporting specific aspects of our client's success on the platform across On-Boarding, Adoption, and Engagement stages of the customer lifecycle with success measured through gross dollar retention and growth.

This is an exciting opportunity for candidates early in their careers to develop a unique customer skillset while empowering some of the world's most prolific brands (P&G, Unilever, Spotify, adidas, and more) to massively scale their asset production through Creative Automation. 

You will need to demonstrate empathy and an understanding for our customers while working consultatively to build relationships that deliver value on both sides. Someone who is able to learn fast and is excited to immerse themself in a fast-paced environment where making significant impacts is possible will excel in this role.

 

Responsibilities

  • You will serve as the joint point of contact across brand clients in the post-sales customer lifecycle, alongside the Customer Success Director. 
  • Your responsibility is to develop customer relationships, ensuring customer adoption and growth ensuring they are using the solution to achieve full business value.
  • Partner with the internal Celtra team members (Product Management, Engineering, Solutions) to align your activities with the customer's business case and strategy
  • Possess an in-depth understanding of the Celtra platform to provide consultative best practices for creative production
  • Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ needs. Own and manage customer escalation situations.
  • Monitor and maintain up to date systems on all customer health, adoption and usage KPI’s
  • Maintain high levels of response and resolution to customer requests
  • Advocate on behalf of the customer and collect feedback to drive continuous improvement across all areas including product.

Requirements

  • 2+ years of customer success experience, with a background or understanding of the advertising ecosystem. Previous experience working in a SaaS environment with a strong Customer Success culture is a plus.
  • Background in Customer Success managing enterprise-grade clients in a SaaS B2B business context
  • Proven track record of working in a customer-facing role and managing an enterprise portfolio of $1.5M-$3M annual revenue
  • Relevant BA/BS degree preferred but not required if adequate experience
  • Analytical background – being able to extract and formulate learnings and recommendations from numbers and package them in a business review using excel 
  • Excellent communication, presentation, and interpersonal skills 
  • Ability to grow business in a strategic manner i.e. creating new process and initiatives 
  • Experience working with, and managing, stakeholders and customers
  • Strong attention to detail
  • Be curious and coachable, driven to learn and grow

About Celtra

Celtra helps creative and in-house marketing teams design, approve, and deliver digital creative across the ever-growing number of campaigns, markets, designs, and variants. Celtra’s Creative Automation Software for Marketing helps brands move faster than ever while dramatically scaling content production. Companies like adidas, Spotify, Unilever, Lululemon, YETI, and hundreds more partner with Celtra to cut production costs while increasing efficiencies and output in the cloud.

If you have an interest in a company who’s interested in both your wellness and your wallet (medical, dental, vision, parental leave, education, fitness, commuter, 401k... you get the picture), you should apply. Celtra is a remote-first company with hubs in Boston (MA), New York City, London (UK), Singapore, and Ljubljana (SI). For more information, visit Celtra at http://www.celtra.com or @CeltraMobile on Twitter.