Customer Success Manager

About Jivox
Jivox is the market leader in Creative Personalization and is transforming the way the world experiences digital marketing. We connect brands with their audiences in the most personalized way: 1st & 3rd part data, big data feeds, machine learning, and using Dynamic Creative Optimization (DCO) technology to serve relevant messages in their purchase-intent micro moments across all channels. Our flagship Jivox IQ is purpose-built to assemble and deliver 1:1 personalized messages on-the-fly—through paid digital media, email and social media. Powered by NeuronTM Machine Learning technology, this intelligent platform helps brands deliver, at scale, thousands of hyper-personalized messages through a real-time omni-channel experience—all made possible by integration with data of every kind: proprietary, audience, contextual, campaign. Jivox is trusted by hundreds of leading companies including Marriott International, Nike, Unilever, Vodafone, Mazda, Sony, REI and more

About the Team: Customer Success & Client Strategy
The team was established in 2016 and has quickly grown to become the driving force behind Jivox’s growth in the ad-tech industry. Members of this team collaborate with Sales, Partnerships, Product and Client Services to win, onboard, retain and grow key accounts.

Job Description
Designation: Customer Success Manager
The role will be responsible for the retention and growth of Jivox’s key accounts – both self-services and managed services tier 1 accounts. The role encompasses:

  • Working with execs from global brands across several geographies on a maturity path towards omnichannel personalization that in turn leads to cost savings and performance uplift for the Brands
  • Understand the account structure and its partner eco-system to formulate customized onboarding & scalability plan
  • Conduct regular QBRs and EBRs that covers key insights, executive asks, account roadmap, product roadmap, ROI analysis etc.,
  • Cross sell and up-sell Jivox features and channels that tie with Brand’s personalization goals
  • Qualify customer requirements and advocate them to Product management team for addition to roadmap
  • Flagging key highlights & challenges such as client escalations, product adoption, feature requests etc., to the management team so that a timely action can be taken
  • The role can be seen as a mix of Consulting and Customer Success
  • The right candidate should have an aptitude for analytics/critical thinking experience with a client-facing role
  • This would be an Individual Contributor role

Preferred Skills & Experience

  • Experience as Customer Success manager in Technology based SaaS companies
  • 3-5 years of relevant industry and/or function experience. Overall work experience under 7 years
  • Advertising, Marketing, Consulting, Technology Product count as relevant industries
  • Customer Success, Client Strategy, and Account Management count as relevant functions
  • Consistently demonstrated strong organizational, communication, project management, and problem-solving skills
  • Interest and ability to work in a fast-paced dynamic environment
  • Ability to work across a global team in several countries
  • Knowledge of digital marketing technology, e.g. ad servers, programmatic media platforms/DSPs, DMPs, etc. are a plus.

Job Location – CA, USA – Hybrid (must be located in San Francisco Bay Area and come in to office three days a week)

How To Apply
Qualified candidates are encouraged to submit their resume in Word or PDF format to [email protected] with the job description in the email subject line.

Jivox is an Equal Opportunity Employer (EOE)