Strategic Customer Success Manager - MarTech / AdTech, EMEA in London

At Branch, we power every touchpoint with links that work and insights that prove it. From click to conversion, we make growth measurable. Our unparalleled attribution, backed by AI-enhanced linking, is trusted to deliver seamless experiences that increase ROI, decrease wasted spend, and eliminate siloed attribution. We bring the same rigor to how we build our team, by empowering our people to move fast, own outcomes, and build something that matters. We take pride in making meaningful investments in our team’s health, wealth, and growth so individuals can thrive as we scale. Our culture values smart, humble, and collaborative teammates who take accountability and drive results in an environment where their work truly moves the business forward. We are innovative, scaling with purpose, and led by seasoned leaders who know how to build enduring companies. Trusted by brands like Instacart, Western Union, NBCUniversal, ZocDoc, and Sephora, we’re big enough to matter, small enough for you to make a real impact.

We are looking for a driven individual with excellent business acumen, significant experience in the AdTech / MarTech space, and a commitment to professional growth to join our team as a Strategic Customer Success Manager. As a part of a team focused on customer experience, adoption and success, you will act as a trusted advisor for customers. As a Strategic Customer Success Manager you will be focused on building strong relationships with your customers as a customer advocate, driving adoption through value, consumption growth, and ensuring retention.

You will collaborate with Technical Specialists, Field Sales, Support, Product, and Engineering to strategize and plan customer engagements. You will provide use case recommendations, share your product expertise through custom demos and presentations, and help onboard and enable customers on the Branch platform. This position requires excellent client management skills, ownership, and a proven track record to understand customer business objectives. You will have a passion for problem-solving, building relationships, and customer engagement.

As a Strategic Customer Success Manager, you’ll get to:

• Take ownership of the entire customer lifecycle, where you will develop and implement strategies to increase usage, adoption, and growth.
• Develop deep expertise with the Branch platform to build an advisory relationship with customers and proactively share creative solutions to meet customers’ needs.
• Collaborate cross-functionally with Sales, Support, Product, and Engineering teams to participate in strategic success planning, quarterly business reviews (QBRs), and executive business reviews (EBRs), ensuring next steps for support tickets and feature requests are secured.
• Function as a vital link between our customers and Branch to proactively set customer expectations, identify gaps, participate in customer communications, and provide enablement for users.
• Build compelling demonstrations, presentations, and business value documents.
• Identify and resolve business issues.
• Assist and support with technical issue resolution.
• Accelerate adoption, manage engagement, and lead value creation.

You’ll be a good fit if you have:

• 6+ years of professional experience in Customer Success or Account Management roles.
• 2+ years of professional experience in the AdTech / MarTech space working with large enterprise / strategic clients.
• Excellent client management skills, a bias for action, strong sense of accountability, an ability to perform hands-on technical work when needed, and the ability to lead projects and interact with global teams.
• Experience supporting customers with cloud-based SaaS solutions.
• Problem-solving skills around business and technical product questions.
• Ability to analyze & interpret business requirements and customer interactions to anticipate and guide client needs in order to drive value-based use-case adoption.
• Experience proactively handling customer expectations and leading all aspects of customer communications throughout the customer lifecycle.
• A self-starter mentality with an entrepreneurial spirit and a knack for quickly adapting to new tools (e.g. Asana, Salesforce, etc.)
• Excellent written and verbal communication skills.
• Experience pulling and manipulating aggregate-level data using tools like Looker, Tableau, Google Analytics, etc.
• Experience using productivity tools like JIRA, Asana, Notion, Catalyst etc.

This role will be based at our London, England office and follows a Hybrid schedule that will be aligned with our Return to Office guidelines. This role does not qualify for visa sponsorship or relocation. Some travel will be required. The salary range provided represents base compensation and does not include potential equity, which is available for qualifying positions.

At Branch, we are committed to the well-being of our team by offering a comprehensive benefits package. From health and wellness programs to paid time off and retirement planning options, we provide a range of benefits for qualified employees. For detailed information on the benefits specific to your position, please consult with your recruiter.

Branch is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. If you think you'd be a good fit for this role, we'd love for you to apply! At Branch, we strive to create an inclusive culture that encourages people from all walks of life to bring their unique, diverse perspectives to work. We aim every day to build an environment that empowers us all to do the best work of our careers, and we can't wait to show you what we have to offer!

A little bit about us: Branch is the leading provider of engagement and performance mobile SaaS solutions for growth-focused teams, trusted to maximize the value of their evolving digital strategies. The Branch platform provides a seamless experience across paid and organic, on all channels and platforms, online and offline, to eliminate friction and drive valuable action at the moments of highest intent. With Branch, businesses gain accurate mobile measurement and insights into user interactions, enabling them to drive conversions, engagement, and more intelligent marketing spend. Branch is an award-winning employer headquartered in Mountain View, CA. World-class brands like Instacart, Western Union, NBCUniversal, Zocdoc and Sephora acquire users, retain customers and drive more conversions with Branch.