Customer Success Manager

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🕒 February 5

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Palm Ventures

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1 - 10 employees

Palm Ventures was established in 2014 with a vision to become one of the top investors and backers in startups in MENA. The company has already supported more than 40 startups including assisting various government institutions in achieving their innovation-related requirements.

📋 Description

• Own the customer relationship end-to-end • Make a positive impact on your customer’s lifecycle marketing programs • Manage a portfolio of Enterprise and Mid-Market customers ($100k–$500k+ ACV), acting as the primary point of contact and trusted advisor. • Build strong executive and day-to-day relationships across marketing, product, analytics, and engineering stakeholders. • Develop, maintain, and execute strategic account plans aligned to customer business goals and Localytics value drivers. • Help customers deeply understand user behavior and engagement drivers using Localytics analytics. • Guide customers in designing and executing best-in-class engagement marketing strategies, incorporating both experimentation and optimization tactics, to exceed client KPIs • Proactively identify risks, usage gaps, and growth opportunities using data and customer signals. • Connect the dots - and customers - to the right Localytics professional services and solutions architecture projects. • Own renewals and partner closely with Sales on expansion opportunities by demonstrating value and identifying new use cases. • Deliver strong logo retention and positive net revenue retention. • Cultivate customer champions and references; support case studies, reviews, and advocacy programs. • Partner closely with Product and Engineering to translate customer feedback (stated and unstated) into actionable insights and roadmap input. • Collaborate with Support, Sales, Marketing, and Product to deliver a seamless customer experience. • Identify opportunities to improve and document Customer Success processes, playbooks, and best practices. • Contribute to scalable CS motions through experimentation, feedback, and iteration. • Maintain accurate account health, activity tracking, and forecasting. • 100% logo retention across managed accounts • Positive net revenue retention through renewals and expansion • High product adoption and customer satisfaction • Consistent execution of account plans tied to measurable customer outcomes • Continuous improvement of Localytics’ Customer Success playbooks and processes

🎯 Requirements

• Proven success managing and growing Enterprise and/or Mid-Market SaaS customers, ideally in mobile, martech, or data-driven platforms. • Demonstrated ability to understand customer goals, map solutions, and deliver measurable business impact. • Strong empathy and a genuine desire to make customers successful. • High comfort with data analysis, metrics, and storytelling with data. • Ability to draw insights from customer data and translate them into clear recommendations. • Strong conceptual understanding of software products and product development lifecycles. • Excellent written and verbal communication skills; able to distill complex concepts into clear, actionable guidance. • Confident in engaging with stakeholders from practitioners to executives. • Strong project management skills; able to own problems end-to-end and drive resolution. • Comfortable operating in ambiguity and fast-changing environments. • Eager to learn, iterate, and help build scalable systems from the ground up.

🏖️ Benefits

• $130k - $170k OTE, commensurate with experience and capabilities • Competitive equity package in the form of RSUs • 401k, and competitive health benefits • This role is based in Austin, TX or Boston, MA metropolitan areas**