Support customer success by maximizing client outcomes through effective communication and collaboration across departments.
About this role
This customer success role supports CATS, a SaaS product designed to address marketing challenges. It combines direct customer support with improvements to the processes used to deliver that support, and is intended to develop toward leadership of the customer-success team. Responsibilities include regular discussions with assigned customers to understand their challenges and recommend effective product use, along with supporting adoption of advertising-effectiveness measurement tools. The role also organizes customer-success workflows and uses KPI data to identify issues and improve results. With demonstrated results, it may expand to team operations, process optimization, KPI and KGI analysis, and reporting to executives. Applicants must have experience in customer success for a SaaS product, have taken an active role in customer-facing interactions and negotiations, and have experience using quantitative measures such as KPIs to identify issues and make improvements.
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