Careers in our
Community

The Customer Success Manager in AIP helps build and maintain strong relationships with our customers, ensuring their satisfaction and success with our world-leading advertising Attention platform: AIP (Attention Intelligence Platform). This role forms part of a team that is focused on the onboarding, setup, management and growth of clients who utilise AIP products.

The role involves a results-driven outlook, as the Customer Success Manager serves as a trusted advisor and advocate for our clients, helping them achieve their advertising goals using attention and maximising their ROI.

#li-hybrid

What You'll Achieve

• Drive customer retention by ensuring that our customers are seeing value from using AIP and amplifying this across their organisation. This includes regular analysis of churn and work to implement solutions to remedy this.
• Growing revenue from customers by continuously seeking to upsell opportunities. These will include expanding the measurement solution onto new media channels and across more of their media activity.
• Build strong, long-term relationships with key clients, acting as their primary point of contact AIP. Serve as the point of escalation for any complex or intricate customer issues, owning issue resolution cross-functionally.
• Understand clients' objectives and what success looks like for them by proactively helping them to set up tests and use attention data to reach their business objectives.
• Guide clients through the onboarding process, ensuring smooth implementation of our attention products. Train clients on how to effectively use our platform and products.
• Serve as a technical resource for clients, troubleshooting issues and providing solutions to enhance their experience. You will have support from a Technical Account Management team, but you will be the key contact for the customer and ensure support.
• Monitor and analyse client campaign performance, identifying opportunities and potential issues. Deliver actionable insights to clients to help them improve attention performance and achieve success.
• Stay up-to-date with industry trends, technological advancements, and market changes to provide valuable insights and advice to clients.
• Collect and provide feedback from clients to the product development and marketing teams to enhance our products and services based on customers' needs and market demands. This will include conducting regular customer touchpoints and QBRs to continually drive value and increase adoption for the customer.
• Maintain accurate records of customer interactions, activities, and progress. Provide regular reports to management on customer success metrics.

Skills You'll Bring

• Tertiary education in advertising, business or a related field is preferred
• 3-5 years of Industry experience in AdTech or data platforms in a Customer Success role.
• Experience working in a fast paced environment, ideally in the measurement or Ad Tech space.
• Strong knowledge and understanding of online advertising platforms, ad serving, programmatic advertising, and related technologies.
• Excellent communication and interpersonal skills, with the ability to establish rapport and build trust with clients.
• Use data to build client strategies that communicate the value to clients
• High level of organisation and ability to manage several clients and platforms of measurement at a given time
• Problem-solving skills and ability to handle client escalations with a customer-centric approach.
• Ability to be a self-starter and proactively talk and engage with clients
• Ability to build trust quickly, navigate difficult conversations comfortably, and maintain strong customer relationships
• Proven track record of successfully owning client relationships and driving retention and growth
• We’re really after an all-rounder here who can shapeshift between quiet, highly focussed work, and an extroverted applicant who can comfortably converse and engage with our clients.
• Working well under pressure and being able to manage many stakeholders, both internal and external at a time is ideal.
• Comfortable with ambiguity and being agile in order to change direction as priorities move rapidly in a start-up-like environment