Customer Success Manager

April 25

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TLDR

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TLDR is a daily newsletter with links and TLDRs of the most interesting stories in startups 🚀, tech 📱, and coding 💻

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Description

• Post-sale relationship building beginning with account onboarding and campaign kickoff. • Client Relationship Management: Act as the primary point of contact for clients. Manage and oversee client accounts and campaigns from inception to completion, ensuring a seamless, high-quality experience. • Advocacy and Insight: Serve as the voice of the customer within the organization. Advocate for clients' needs and translate their feedback into actionable strategies to enhance our services. • Onboarding and Engagement: Lead the onboarding process for new clients and manage ongoing engagements, ensuring alignment with campaign goals and client expectations. • Project Management: Working closely with copywriting team to ensure creatives meet client goals and align with TLDR’s editorial standards • Services Delivery: Manages advertiser reservation system, continuously monitoring placements and ensuring that everything is scheduled for morning newsletter release. • Sales and Expansion: Identify and pursue upselling and account expansion opportunities by articulating additional value to clients. • Cross-Functional Collaboration: Work closely with sales, operations, and creative teams to ensure that client needs are met and issues are resolved promptly. • Performance Analysis: Regularly analyze and report on campaign performance. Conduct post-campaign reviews to gauge client satisfaction and discuss future opportunities. • Industry Expertise: Keep in touch with industry trends and best practices to provide informed advice and maintain a competitive edge. • Driving Revenue through in-depth product knowledge of TLDR newsletters and cross-selling and upselling ad placements to accounts • Success in this role is measured by Net Retention Rate (NRR) and the ability to generate new opportunities to help TLDR grow.

Requirements

• Professional Experience: Minimum 2 years in a role involving customer success, account management, sales, or a related field within a startup environment. • Client Engagement: Proven ability to build strong client relationships, handle complex conversations, and drive client-focused outcomes that grow revenue • Collaboration: Experience working with cross-functional teams to meet client needs and align with company KPIs and revenue targets • Emotional Intelligence: Strong empathy and listening skills, with the ability to understand and respond to client needs effectively. • Communication: Exceptional verbal and written communication skills. • Adaptability: Comfortable navigating a fast-paced, ambiguous environment requiring problem-solving and proactive decision-making. • Technology we use: HubSpot, Sponsy, and Notion.

Benefits

• Opportunity to work in a dynamic, collaborative, fully remote environment. • A role with impact, supporting clients and contributing directly to TLDR’s growth. • Base Salary 60,000-80,000 OTE: 90,000-100,000 • PTO • 401(k) plan, medical, dental and vision benefits, maternity/paternity leave, hardware stipend, education stipend.