Avatar for iZooto: Owned Audience Marketing

iZooto helps publishers and retailers build, retain and retarget their owned audience.

Lead Customer Success

₹12L – ₹17L • No equity
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The Customer Success and Lead require you to understand how the two verticals are different and yet compliment each other to ensure that the customer has the smoothest journey - whether it’s during presales, integration, optimization or advocacy. You would be responsible for leading both teams and ensuring that the targets and metrics are met without compromising on customer satisfaction and retention. This role is crucial to the organization as it not only builds two teams that are customer facing and drives lasting relationships with customers but is also responsible for driving upgrades thus increasing the MRR.

You will be expected to:
-Build a deep understanding of marketing automation and web push notification as a communication channel
-Understand customer pain points, their marketing goals, and outline the best possible solutions using iZooto
-Develop and execute ‘success plans’ including shared goals and performance metrics along with the CSMs and drive QBRs to measure the same
-Identify churn risk and work proactively with the product and sales teams
-Go through tickets to identify the most pressing and recurring issues and expedite the resolution with the product and engineering teams
-Collaborate with rock stars in the product, partner development, and marketing teams to build and drive product messaging across all customers
-Continuously scout for new use cases and build deeper integration with customer’s marketing stack
-Identify and build upselling opportunities with CSMs
-Track and report customer feedback to the product team
-Efficiently manage time and focus on activities related to customer satisfaction and advocacy
-Manage, maintain and tweak internal team processes
-Identify bottlenecks in the current and success process and work diligently towards its removal

You Will Own These Metrics:
-Each team at iZooto owns a set of metrics. Efficacy and efficiency of the team are measured by tracking pre-defined metrics. Over a period of time, you will be responsible for the top 80% of our customers when it comes to:
-Creating a lasting relationship via casestudies, testimonials and delight programs
-Retaining them by moving to an annual contract
-Upgrading them based on feature sets
-Getting referrals and creating a lead pipeline for sales

Must Have:
-5+ years of customer-facing experience - preferably as a customer success manager, professional services consultant, account manager, pre/post sale engineer or product manager
-Atleast 3-years experience of leading a customer-facing team
-Strong understanding of digital marketing including concepts, practices, and tools
-Well-founded technical orientation - effectively communicate with software developers using domain concepts and terminology
-Strong team operator who plays well with others, and thrives in a rapidly evolving, dynamic and high-pressure environment

Good To Have:
-Proven experience working for a Software-as-a-Service(SaaS) product - particularly those who have worked in the mobile ecosystem (MarTech, AdTech)
-Demonstrated expertise working for a digital marketing agency, advertising network/exchange or as an online media buyer/campaign manager
-Proficiency in Google Analytics, Google Tag Manager, Facebook Ad Manager and working with other digital marketing systems our customers use
-Experience in streamlining and improving customer processes
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