Customer Success Manager

One Impression is one of the World’s largest influencer marketing platforms helping over 300+ global brands ranging from enterprises such as Unilever, Nestle, Amazon to startups such as Meesho, Nykaa, CoinSwitch. We are active in over 12 countries including India, US, Australia, the Middle East, etc, and have a network of over 6.5 Mil + influencers across Instagram & YouTube. Our creator network is one of the largest ranging from top celebrities to nano creators in over 10+ languages.

We are quickly capturing wallet shares of giants such as Facebook & Google as influencers continue to become a mainstream channel for brands to drive growth and engagement amongst their target audiences. The ultimate vision is to capture 25% of the global media ad spend by becoming the world’s de-facto influencer platform. 

We are already the market leader in the Asian market and are now aiming to grow 10x by consolidating the entire market spend towards our newly launched platform for advertisers. In parallel, we aim to establish a strong presence in other global markets such as the US, Indonesia, etc. We are also backed by some of the top investors in the country including Founders of Vedantu, LivSpace, People Group, MamaEarth, Wow Skin Sciences, OML, etc as well as celebrities such as KL Rahul, Zakir Khan, Masoom Minawala, to name a few.

We strongly believe in our people and they are the key pillars to driving our success. It is our people who drive our incredible growth. If you are excited about solving complex world problems, we are looking for you!

About the role -

The Customer Success Manager will be responsible for driving the success of clients after they start using our platform. You will lead onboarding, foster strong relationships, and ensure customers are fully utilizing our dashboard's features to achieve their business objectives. Your goal will be to increase customer satisfaction, drive retention, and support expansion opportunities.

Key Responsibilities:

• Own the post-sales customer journey, from onboarding through to renewal and expansion, ensuring a seamless and value-driven experience.
• Educate customers on the dashboard’s functionalities, best practices, and use cases, tailoring guidance to meet individual business needs.
• Act as the primary point of contact for clients, addressing questions, troubleshooting issues, and coordinating with the technical team for complex matters.
• Monitor customer health metrics, such as usage patterns, feedback, and support requests, to proactively identify and address potential churn risks.
• Collaborate with the product team to communicate customer feedback and contribute to ongoing product improvements.
• Drive user engagement and adoption by organizing webinars, training sessions, and other customer education initiatives.
• Identify growth opportunities within the customer base and work with the sales team to upsell additional features or services.
• Maintain customer satisfaction and retention metrics to support company growth goals.

Requirements:

• 3-5 years of experience in Customer Success, Account Management, or related roles, preferably within a SaaS, influencer marketing, or marketplace environment.
• Excellent communication and relationship-building skills, with a customer-first mindset.
• Familiarity with customer success tools and CRM systems (e.g., Gainsight, HubSpot, Salesforce).
• Ability to analyze customer data and identify trends to drive customer success strategies.
• A proactive approach to problem-solving and the ability to manage multiple customer accounts simultaneously.
• Experience working with dashboards or software platforms is a plus.
• Bachelor's degree in Business, Marketing, or a related field is preferred.