Senior Customer Success Manager

Improvado is an AI-powered, unified platform designed for marketing teams in medium to large-scale enterprises and agencies, who are looking to automate complex marketing intelligence and reporting to make decisions with ease. Improvado gathers, organizes, and untangles marketing data to deliver instant insights through BI and AI, helping to eliminate complexity, delivering laser-focused insights to optimize budgets, enhance campaign efficiency and marketing ROI.

As a rapidly scaling Series A startup that raised $34 million in funding, we're proud to partner with globally recognized brands such as ASUS, Docker, Activision, H&R Block, and many others. Our diverse team of curious, open, and hard-working individuals is committed to cultivating a fast-paced, agile culture that values personal and professional growth.

Role

Improvado is seeking a Senior Customer Success Manager who combines strong customer engagement skills with a solid understanding of data analytics and SaaS platforms. This role is pivotal in helping our clients derive maximum value from our AI-powered marketing intelligence platform, tailored for medium to large-scale enterprises and agencies.

Your success will be measured by your ability to reduce churn, enhance customer satisfaction, and build enduring relationships through strategic and effective use of our platform.

Key responsibilities:

• Prioritize and resolve customer issues, ensuring high-quality support and service.
• Manage Customer issues, upsell new products, and mitigate churn.
• Quickly master our product to effectively address and resolve customer inquiries.
• Collaborate closely with project managers and development teams to meet customer needs and deliver solutions efficiently.
• Educate customers on relevant features of our solutions, tailored to their business needs.
• Partner with sales engineers to simplify complex data for development teams.

About You:

• Proven track record in delivering exceptional customer service experiences, especially within a SaaS environment.
• Excellent project management skills, capable of handling multiple priorities in a dynamic setting.
• Proficient in data-driven analysis, comfortable in fast-paced, startup environments.
• Proficiency in SQL and familiarity with BI tools such as Tableau or Power BI.
• Understanding of SaaS platforms and basic knowledge of cloud data solutions like Google BigQuery or AWS.
• Experience with CRM and marketing automation platforms (e.g., Salesforce, Marketo).
• Experience in the martech/adtech space.
• Demonstrated ability to enhance customer retention and success in a tech-focused business environment

What We Offer:

• Remote-first environment
• Strong product/market fit: marketing data product for US-based enterprises
• 27 days of PTO per year
• US holidays and additional days off
• Extremely fun & open startup environment
• Professional development reimbursement
• Chance to get the company's stock options in the future