Customer Success Manager - North America

Marfeel is a SaaS platform that provides key analytics solutions for publishers, bringing the data-driven revolution to newsrooms everywhere. As a Customer Success Manager at Marfeel, you will own the full lifecycle of customers, helping them reach their expected outcomes while managing onboarding, renewals, and upsells.

Responsibilities:

• Have complete and full control of each account - you will be the person who knows the most about your customers within Marfeel
• You will manage a portfolio of around 40 customers with a High and Mid Touch approach
• Be a champion of our product. You need to understand not only the business application but also the technical aspects of the tool so you can provide an accurate answer to your customers and internal team
• Be responsible for onboarding, customer advocacy, expansion, retention and renewal. By handling the full lifecycle, you have the final say when it comes to your customer
• Nurture a close relationship with the key stakeholders of our customers, from operations to C-Level and share your industry knowledge and best practices
• Understand clients' business needs and objectives, and provide recommendations for how our tool can best support them
• Conduct regular check-ins with clients to ensure they are using our tool effectively and provide training or guidance as needed
• Monitor client engagement and usage of the tool to identify opportunities for growth and expansion
• Lead and manage multiple projects in parallel, both with customers and internally
• Create and deliver compelling presentations both operational and executive (Projects presentations, Performance Reviews, Executive Business Reviews, etc)
• Gather and communicate customer requirements and feedback in a clear, objective and actionable manner
• Convert our customers into our advocates and champions
• Be an active actor in our constant quest to improve our customer experience as well as our internal processes by identifying improvement points and leading projects to implement those changes

Requirements:

• At least 5 years of work experience in the Publishing/Media industry, either in audience development, SEO or similar positions
• Data-driven mindset. You understand that data is key to organizational success and analytics and insights are built into your daily work
• Fluency in English is a must. Fluency in any other language will be highly valued
• Communication is the base of what we do and you master the art of active listening and delivering your message in a clear and objective manner
• You have a curious mind, always eager to learn new concepts and put them to practice in your day-to-day
• Outstanding organizational skills and experience managing multiple projects and tasks simultaneously
• You have the ability to work closely and productively with different teams' profiles, such as product, tech, sales and marketing
• Solution-oriented mindset. You have an eye to detect business issues and you are eager to find solutions for them. You understand that the most important thing is to know what is really important. Prioritization is key
• You are a team player. You like to share your knowledge and help people toward success
• Have knowledge of SEO
• Have experience with publishing analytical tools
• Have worked in a customer-facing position in a digital SaaS environment or similar
• Speak any additional languages
• Have any knowledge of HTML5 and/or CSS