Customer Success Manager/Director

Overview


LiftLab manages digital marketing spend, using advanced analytics and specialized media experiments to quantify the impact of spend on revenue.  Digital Marketing teams use LiftLab to improve spend performance across multiple advertising platforms (FB/Instagram, Google, Display, Pinterest, etc.)

We are looking for a Customer Success Manager or Director to support the program development and day-to-day management of the global media testing and ROI optimization programs for our growing client base.


Responsibilities


  • Own the relationship and ultimate success of LiftLab’s customers, including initial onboarding, strategy development, experiment execution and optimization, and retention

  • Coach customers and individual users on using LiftLab results to influence marketing and budget decisions and support their success

  • Work hands-on with customers in developing testing plans, validating experiment set up, measuring data results, and making data-driven recommendations

  • Manage responsibilities of junior team members

  • Generate and provide support for client marketing performance reviews

  • Help drive the LiftLab product roadmap by communicating customer feedback to Product team

  • Monitor the health of assigned accounts and drive a set of actions to help ensure customer success


The ideal candidate will bring a passion for learning, an interest in how innovation can accelerate media investment decisions and a willingness to dive into new tools and systems.


Requirements


  • 5-10 years experience in a Digital Media, MarTech, and/or SaaS customer-related role

  • Familiarity with AdTech and MarTech platforms, for example: Google Ads, Facebook, Google Analytics, and other 3rd-party tools

  • Excellent written and verbal communication skills, including advanced Excel and PowerPoint skills

  • Strong customer success skills and demonstrated ability to to work through difficult conversations, with the goal of preserving relationships

  • Experience in marketing attribution, media mix modeling, in-market experimentation, or other applied marketing analytics a major plus

  • Highly motivated self-starter with a sense of ownership, willingness to learn and a high degree of curiosity

  • Thrives in an ambiguous, fast-paced and high-growth environment

  • BA or BS Degree