Customer Success Manager

📋 Description

• • Serve as the primary advocate for Singular’s customers, ensuring they achieve maximum value from the platform through end-to-end onboarding and technical implementation support.
• • Proactively engage with customers via regular check-ins to assess their usage patterns, identify adoption gaps, and deliver tailored training on product features that drive deeper engagement and retention.
• • Manage the entire customer lifecycle from post-sale onboarding through renewal, consistently meeting or exceeding key success metrics including customer retention, churn reduction, and account expansion.
• • Act as a trusted advisor by deeply understanding customer pain points within the mobile advertising ecosystem and aligning Singular’s capabilities to solve those challenges.
• • Collaborate cross-functionally with product, engineering, and support teams to escalate, prioritize, and resolve critical customer issues in a timely manner.
• • Conduct regular Quarterly Business Reviews (QBRs) both in-person and remotely to review performance, discuss ROI, and uncover upsell or expansion opportunities within existing accounts.
• • Track and report on customer satisfaction metrics, providing actionable insights to the Client Success Director, product team, and leadership to inform roadmap priorities.
• • Drive customer adoption of Singular’s AI-powered insights features, including integrations with ChatGPT, Claude, and Gemini, to enable marketers to gain instant analytics without relying on dashboards or SQL.
• • Maintain expert-level knowledge of the mobile advertising landscape, including MMPs, ad networks, ad trackers, exchanges, PMDs, and BI/analytics platforms, to effectively advise clients.
• • Lead technical implementations for enterprise clients, ensuring seamless integration of Singular’s platform into their existing tech stacks and data workflows.
• • Travel to customer locations as needed to build stronger relationships, conduct on-site training, and deliver strategic reviews.
• • Identify and document product enhancement opportunities based on recurring customer feedback, translating real-world use cases into actionable inputs for the product team.
• • Maintain accurate records of all customer interactions, renewal dates, contract terms, and expansion opportunities within the CRM system.
• • Represent Singular at industry events and client meetings, reinforcing brand credibility and thought leadership in marketing measurement and attribution.
• • Foster long-term partnerships by consistently delivering proactive, high-touch service that exceeds customer expectations and encourages advocacy.
• • Work within a fast-paced, global environment serving 1,000+ brands across multiple time zones, adapting communication and support strategies to diverse international markets.
• • Embody a positive, solution-oriented mindset, thriving in a high-growth startup culture where agility, creativity, and ownership are core values.