Senior Customer Success Manager

Orama is exclusively partnered with a pre-IPO influencer marketing platform that enables brands to find, manage and analyze their influencer programs across all major social media channels. Clients include L'Oréal, Samsung, Riot Games, Revlon and Google.

Job Description

The Senior CSM will join the CS team in the US:

• To directly execute the customer success strategy with their global and most complex clients, coordinating activities across multiple client and internal teams to deliver exceptional client satisfaction and account growth
• To support the local CS team on complex projects or implementations and provide local mentorship
• To play on active role in the global customer management and product strategy by providing realtime input into the company strategy to optimise client success.

As a senior CSM you will own the successful implementation within the global customers based in US, in particular L’Oréal. This means..

• Setting the implementation strategy and monitoring adoption in collaboration with the Client Partner for your accounts
• Agreeing directly with the clients on annual targets and implementation plans
• Engaging directly with multiple client teams to optimise the use case for the company and maximize the adoption of the platform
• Leading the implementation of new projects or features with your portfolio
• Coordinating activities with client teams across multiple geos or divisions
• Coordinating the CS teams globally in order to deliver the agreed strategy at global level
• Being able to step-in as a product expert if needed to train users on specific functionalities
• Collaborating with other teams such as Client Partners, CS Operations, Professional services or our Product team to optimise client satisfaction and resource efficiency
• Providing timely feedback on the client needs, satisfaction and expectations to the organisation in a view to optimise retention
• Driving quarterly account reviews in collaboration with the Client Partner
• Identify possible expansion opportunities in collaboration with the client partner

As a senior member of the team, we will also expect you to provide support and coaching to the wider CSM team based in Europe/US in collaboration with the Global head of CS.

Expectations for the role

• 10 years experience in a client facing roles - either in Sales or Customer Management function
• Past successful experience in the Saas industry - preferable in the Sales & Marketing (Marketing Tech, Brand tech)
• A good understanding of social networks and their impact of brand communication
• Experience in managing or working within complex organisations, involving multiple stakeholders and cross functional teams in an international environment
• Strong project management skills