Customer Success Manager

Traackr is a global SaaS technology company providing a data-driven influencer marketing platform that marketers use to optimize investments, streamline campaigns, and scale programs. Our customers range from some of the world’s largest companies in the beauty and personal care space to digitally native indie brands, which have all made influencer management and engagement a critical practice of their marketing and advertising programs. We are a remote-first company, and for the folks that like to meet in person, we have offices in San Francisco, New York, Boston, Paris, and London.

As a Customer Success Manager, you will be responsible for partnering with clients to ensure the successful implementation and adoption of Traackr. You will work closely with global enterprise clients, delivering a best-in-class customer experience and helping them achieve their influencer program goals. Your role will focus on building strong customer relationships, optimizing product usage, and driving measurable success for clients through the delivery of tailored solutions and support.

Responsibilities

• Client Onboarding & Training: Develop and execute personalized onboarding and training plans for new clients, ensuring they effectively learn and adopt the Traackr platform. Provide coaching and use case analysis to facilitate early success.
• Success Measurement: Establish critical success metrics for clients' influencer programs, ensuring both quantitative and qualitative measures are in place to track progress and outcomes.
• Strategic Guidance: Leverage insights into current program gaps and opportunities to highlight the benefits of Traackr’s product and align with clients' strategic objectives.
• Monitor Adoption & Usage: Continuously track and address product adoption, ensuring clients are fully utilizing Traackr’s capabilities to meet their goals.
• Collaboration: Work closely with Client Partners and fellow Customer Success Managers to implement strategic account management, identifying and escalating any signals of risk and exploring opportunities for account growth.

Qualifications

• 5+ years of experience as a Customer Success Manager, preferably working with global enterprise clients.
• Strong understanding of SaaS technology, particularly in marketing or communication ecosystems, with experience supporting marketing products or technologies.
• Experience in beauty or influencer marketing is highly preferred.
• Excellent public speaking, presentation, and facilitation skills, with experience leading dynamic workshops for both small and large groups.
• Strong written and verbal communication skills across multiple geographies, with the ability to engage with clients at all organizational levels.
• A collaborative and team-oriented mindset, contributing to both individual success and team goals.
• Experience working in a consultative capacity with clients, including running workshops, delivering presentations, and discussing goals and program outcomes with senior stakeholders.
• Bachelor’s degree or higher.

This position is 100% remote, with the understanding that occasional in-person attendance may be required for training, meetings, and team gatherings, as determined by business needs.