Customer Success Manager

San Francisco
CLEVERTAP – Customer Success /
Full-Time /
Hybrid

About the Role:

As a Customer Success Manager, you will be responsible for driving CleverTap customers to value realization, desired outcome solutioning, and product adoption within the customer's system.

What will you do:

- Drive product adoption to help customers achieve their desired business outcomes and realize CleverTap value (build Success Plans)
- Develop an intimate understanding of your customers’ businesses, conduct health checks
- Develop a network of champions within each account through education, coaching, and strong influencing skills
- Represent to our customers as a trusted advisor, advocate and marketing thought leader/subject-matter-expert, conduct regular executive business reviews
- Drive growth and retention by working with customers through upsells and renewals
- Collaborate with customers to develop, launch, and manage marketing campaigns focused on engagement and revenue goals
- Be an expert on trends and best practices for digital marketing and analytics
- Enlighten our customers with insights gleaned from their own data and industry trends
- Ensure customers get maximum value from CleverTap by leveraging full platform functionality
- Liaison between your customers and all the internal teams
- Solve customer problems (technical, operational, strategic, insights) 

Must have:

- Experience in owning customer value delivery and customer product enablement for a SaaS platform
- Overall 4-6 years experience and 2-3 years Customer Success Manager or Account Manager experience, preference for marketing, agency, or consulting experience
- Strong communication and consulting skills with technical aptitude. Can confidently project manage a technical project with many moving pieces.
- Flexibility to travel 10% - 15% of your schedule

Good to have:

- Experience in SaaS, Marketing technology products
- Post-Graduation - MBA – Marketing, Diploma courses in Digital Marketing
- Experience working on a team at a results driven global company

Measures of Success:

- Customer retention
- Customer expansion
- NPS
- Product adoption - breadth and depth

Who will you report to: Director - Customer Success

Why join us?

- Be a part of a global growth stage startup
- Work in a fast-paced, dynamic environment where your contribution matters
- You are passionate about technology and its impact on the high growth mobile technology space
- Innovate at scale, with learning opportunities

What is working at CleverTap like?

- Be a part of a global category creator - hyper growth B2B SaaS startup
- Work in a fast-paced, dynamic environment where your contribution matters
- Work, performance, and results are real sources of happiness in addition to the fun of working with and celebrating success with an exceptionally talented team
- Accountability and driving outcomes is the key to success
- Your career here is limited by you and nothing else
- Team success >  individual success
- You are passionate about experience technology and its impact on enabling growth 
- Innovate at scale, with learning opportunities and having fun along the way!

About the Function:

Customer Success Management is a Life Time Value (LTV) relationship with customers. A customer success manager (CSM) is assigned to every customer from the day the contract begins. A CSM works with customers to ensure they're receiving the support needed to achieve their goals. 

We are a team of Growth Pilots where everyone works together towards a common objective:

P : Act with First Principles
I : Take Initiative 
L : Seek to Learn
O : Take Ownership of Outcomes
T : Help Achieve Together
S : Speak up then Commit

About CleverTap:

CleverTap is the all-in-one engagement platform that helps brands unlock limitless customer lifetime value by helping them create personalized experiences to retain their most valuable customers. The platform empowers businesses to orchestrate experiences for individuals across their lifecycles and design personalized journeys that span a lifetime. It offers analytics that encompasses every aspect of the lifecycle, enabling businesses to measure and optimize each experience in real-time. Its unique AI capability is insightful, empathetic, and prescriptive, facilitating smarter and faster decisions. The all-in-one platform unifies experiences from every touchpoint, paving the way for a new era of customer engagement.

The platform is powered by TesseractDB™ – the world’s first purpose-built database for customer engagement, offering both speed and economies of scale.

CleverTap is trusted by 2000 customers, including Electronic Arts, TiltingPoint, Gamebasics, Big Fish, MobilityWare, TED, English Premier League, TD Bank, Carousell, AirAsia, Papa John’s, and Tesco.

Backed by leading investors such as Peak XV Partners, Tiger Global, Accel, CDPQ, and 360 One, the company is headquartered in San Francisco, California, with presence in New York, São Paulo, Bogota, London, Amsterdam, Sofia, Dubai, Mumbai, Bangalore, Delhi, Singapore, Jakarta, and Ho Chi Minh. 

For more information, visit clevertap.com or follow us on:
LinkedIn: https://www.linkedin.com/company/clevertap/ 
X: https://twitter.com/CleverTap 

If you think you’d be a good fit for this role, we’d love for you to apply!
CleverTap is dedicated to establishing an inclusive culture that welcomes individuals from diverse backgrounds, encouraging them to contribute their unique perspectives to our workplace.
We are committed to cultivating an empowering environment, enabling each of us to reach the peak of our professional careers.
We're excited to showcase what we have to offer!


Please Note: You would be required to work from our Office in San Francisco hence we are preferably looking for someone who is already based there.


Salary Range: For candidates based in San Francisco, the pay range for this position at the start of employment is expected to be between Base $93,500 - $102,000/year with an expected On Target Earnings (OTE) between $100,000 and $120,000/year (Total including commissions). Your exact offer may vary depending on multiple individualized factors, including job-related knowledge, skills, and experience.