- Company Name
- CHEQ
- Job Title
- Customer Success Manager
- Job Description
-
Job title: Customer Success Manager
Role Summary:
Lead proactive, end‑to‑end customer success for a portfolio of strategic enterprise clients, driving adoption, retention and growth of a data‑driven cybersecurity platform. Serve as technical advisor and trusted partner, translating business objectives into implementation plans, delivering data‑driven insights, and ensuring measurable ROI for clients.
Expectations:
* Own a portfolio of enterprise customers, maintaining strong relationships with senior and executive stakeholders.
* Drive adoption, retention, and revenue expansion through consultative onboarding, implementation, and ongoing strategy.
* Deliver measurable value by analyzing platform data, uncovering fraud/invalid traffic patterns, and linking findings to business impact.
* Champion customer advocacy, securing references, referrals, and case studies.
Key Responsibilities:
* Manage a strategic customer portfolio, ensuring high adoption, retention, and growth across the full lifecycle.
* Lead onboarding and technical implementation; translate business objectives into execution plans that achieve quick time‑to‑value.
* Act as product and technology expert, providing best‑practice guidance on securing marketing, on‑site, and analytics environments.
* Conduct in‑depth, data‑driven analysis of traffic quality, threat behavior, and funnel anomalies; present actionable insights to senior stakeholders.
* Troubleshoot implementation, tagging, analytics, and integration issues in collaboration with Product, Engineering, and Support teams.
* Build multi‑threaded relationships through regular engagement, strategic business reviews, success planning, and ROI analysis.
* Drive customer advocacy by delivering successful outcomes and securing references and referrals.
Required Skills:
* 3+ years of client‑facing experience in SaaS, AdTech, MarTech, Cybersecurity, or a highly analytical environment.
* 2+ years working with technical products or data‑driven platforms.
* Experience managing enterprise‑level client engagements.
* Strong analytical and problem‑solving skills; ability to investigate anomalies, hypothesize, and communicate insights clearly.
* Advanced proficiency in Microsoft Excel and BI tools; experience presenting data to senior/executive executives.
* Knowledge of tagging, tracking, and analytics tools (Google Ads, GA4, Adobe Analytics, Tag Managers) and digital market measurement concepts (funnel, attribution, fraud/invalid traffic).
* Technical adaptability; quick learning of new solutions, platform functionality, and consultative value communication.
* Excellent verbal and written communication, presentation, storytelling, organization, and interpersonal skills.
* Proven track record of exceeding objectives and delivering customer value.
Required Education & Certifications:
* Bachelor’s degree preferred, especially with a technical or analytical background.
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