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Customer Success Manager

3 months ago

Young America, United States MNTN Full time
At MNTN, we've built a culture based on quality, trust, ambition, and accountability - but most importantly, we really enjoy working here. MNTN is the fastest-growing company in streaming, and we pride ourselves on our self-service AdTech platform, which provides performance marketers with the tools to realize the highest return on their ad spend dollars. Our startup spirit powers our growth mindset and supports our teammates as they build the future of ConnectedTV. We're looking for people who naturally want to do more, own more, and make an impact in their careers - and we're seeking someone to be part of our next stage of growth.

The Customer Success team is at the heart of the company's mission and impact, and works to empower MNTN's new and existing clients to successfully leverage the platform's full potential to drive their most important business outcomes.

We are seeking a Customer Success Manager who will be responsible for the success, retention, and growth of their portfolio of customers, while expertly guiding them through their MNTN customer journey. The Customer Success team cultivates exceptional customer relationships and acts as the strategic consultant by providing thoughtful recommendations that align with the customer's primary goals and objectives. While the CSM autonomously manages their book of business, they will leverage cross-functional subject matter experts as needed to mitigate risk, maximize growth opportunities, and maintain strong levels of customer satisfaction. Successful candidates will be highly motivated, data-driven, naturally inquisitive, and have strong communication and relationship-building skills. They should be empathetic, proactive, and customer-focused, with a solid understanding of the digital marketing landscape.

You will:
  • Customer Relationship:
    • Cultivate and maintain strong, long-lasting customer relationships, understanding their business objectives and ensuring our solutions align with their needs.
    • Serve as the primary point of contact for customers, addressing inquiries, providing strategic guidance, and proactively driving opportunities for account growth.
    • Serve as external product consultant educating customers on product solutions, best practices, while guiding them through the customer journey.
    • Coordinate with cross-functional teams (e.g., platform experience, quickframe, sales, and finance) to ensure customers receive SME expert support with timely and successful resolutions.
    • Maintain accurate records of client interactions and campaign details.
  • Retention:
    • Responsible for customer retention and satisfaction by implementing strategies and initiatives aimed at retaining customers and maximizing their lifetime value.
    • Identify potential risks and work collaboratively to develop and implement effective solutions.
    • Drive relaunch efforts by quarterbacking and orchestrating the necessary internal specialists (platform experience, sales, leadership) to successfully customize a reactivation plan.
  • Revenue:
    • Identify and pitch cross-sell and upsell opportunities within existing accounts - generating revenue growth and share of wallet expansion.
    • Analyze account performance data to offer customers data-driven business insights and at the same time, use those insights to improve our account and advertising offerings.
    • Work closely with the sales team to drive success for new customers and partnership expansion.
  • Industry Expert/ Thought Leader:
    • Articulate the MNTN story, unique value proposition and how MNTN's solutions align with customer's vision and solve customer's business issues (e.g. return on investment of performance).
    • Demonstrate industry expertise, thought leadership, and strong grasp of the macro-economic adtech environment.
    • Act as a subject matter expert, providing insights to both internal and external stakeholders.
You have:
  • 3+ years of experience in Customer Success, Account Management and/or Client Services.
  • 1+ years of experience in Digital Marketing/Advertising. Connected TV/OTT preferred, not required.
  • Excellent interpersonal skills with ability to cultivate authentic & consultative customer relationships.
  • Strong analytical skills and an ability to use data to tell a story and make an effective, strategic recommendation to a customer.
  • Ability to operate autonomously with a critical thinking & problem-solving mindset.
MNTN Perks:
  • 100% remote within the US
  • Flexible vacation policy with an annual vacation allowance
  • Three-day weekend every month of the year
  • Competitive compensation
  • 100% healthcare coverage
  • 401k plan
  • Flexible Spending Account (FSA) for dependent, medical, and dental care
  • Access to coaching, therapy, and professional development

About MNTN:

Our recruiters will always reach out using an email address ending with [redacted] If you're contacted by someone without that address and they mention a Reference Code (which we never use), then that ain't us folks. Tell those trolls to take a hike-you're waiting to climb a MNTN.

MNTN provides advertising software for brands to reach their audience across Connected TV, web, and mobile. MNTN Performance TV has redefined what it means to advertise on television, transforming Connected TV into a direct-response, performance marketing channel. Our web retargeting has been leveraged by thousands of top brands for over a decade, driving billions of dollars in revenue.

Our solutions give advertisers total transparency and complete control over their campaigns - all with the fastest go-live in the industry. As a result, thousands of top brands have partnered with MNTN, including Petsmart, Build with Ferguson Master, Simplisafe, Yieldstreet and National University.

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