Customer Success Manager

London /
Customer Success /
Full-time
/ Hybrid
mediarithmics is a next-gen CDP, a SaaS platform integrating in one solution DMP, CDP and data collaboration capabilities. The technology is engineered in France, leveraging more than 10 years of R&D in compliance with the strictest EU data privacy regulations. The next-gen CDP is purpose built for leading media, retailers and large consumer brands to help them leverage their first party customer data assets. mediarithmics was founded in 2013, and currently works with some of the most advanced and data centric clients across Europe including Channel 4, Fnac-Darty, Havas Media, TF1, Canal+, Mulliez Group, Orange Advertising, Cdiscount Advertising…

We are looking for a hungry and driven Customer Success Manager EMEA to help us build on top of the international success we have had over the past 12 months, by helping us focus on our key international markets including UK, IE and DACH. 

You will report directly to the General Manager International / VP Customer Success and will be tasked with driving Customer Happiness in-line with our core metrics (NRR, CSAT, NPS).
You will be a key partner in our Customer Success Team, working together as a unit to drive success, enabling our clients to achieve their goals on an ongoing basis.

Responsibilities

Business

    • Conduct regular account reviews with clients (QBR)
    • Identify opportunities and qualify up-sell opportunities
    • Manage the financial growth of accounts (fight against churn, identification of upsells, ...)
    • Help on building strategic relationships with senior client stakeholders
    • Support the sales teams in the downstream management of prospects

Operational

    • Manage with a good level of autonomy and proactivity with portfolio and deliver on exceptional customer experience from the onboarding onwards
    • Ability to have a proactive communication
    • Facilitate a quick client onboarding to ensure they rapidly adopt the platform
    • Ability to anticipate potential problems, propose, carry out and escalate if necessary corrective actions in collaboration with the Solution Architect and technical teams
    • Advise clients in the use of the mediarithmics platform to bring them to autonomy

Internal Collaboration

    • Participate in the development of the CSM team at mediarithmics
    • Transforming our clients into mediarithmics best advocates and identify opportunities for new case studies, articles, webinars
    • Become the internal and external reference point for mediarithmics in its areas of expertise

Requirement

    • Proven track record of achieving customer management goals whilst adapting to a fast moving environment 
    • 5 years experience in ad tech / data / marketing technology companies working with  large Enterprise accounts — if you have less and think you are suited to the role, please challenge us
    • Experiences in working with direct clients in the UK / Internationally, including some of the top brands in retail, media, broadcast, telecoms etc
    • High attention to detail — which has helped you communicate successes and solutions with your past customers 
    • Autonomy and agility with limited supervision, the force is strong with you
    • Team player — you can demonstrate that you work well with a group to achieve a common goal, aligning with our values 
    • English language first with bilingual an advantage 
    • You are open to travel where required
Good reasons to join us?

An approach and a technology at the cutting edge of Data Marketing (Elastic Search, ClickHouse, Kubernetes, ...).
We have various clients: Brands, Agencies, Publishers, Retailers, E-commerce players in France and abroad.
A flat management culture and strong growth allowing a fast evolution within the company supported by  training and personal development coaching.
Team of seniors and experts within a human size company which allows everyone to express themselves!