At a Glance
- Tasks: Build strong client relationships and drive product adoption for top brands.
- Company: Join CreativeX, a leading B2B SaaS platform transforming creative decision-making.
- Benefits: Competitive salary, generous time off, education budget, and wellness subscriptions.
- Other info: Inclusive culture encouraging diverse applicants to apply.
- Why this job: Make an impact by helping brands leverage data for creative success.
- Qualifications: 4+ years in customer success; marketing experience is a plus.
The predicted salary is between 67500 - 75000 £ per year.
About CreativeX
CreativeX is a B2B SaaS technology platform that helps global marketing teams make smarter creative decisions and elevate creative expression through the clarity of data. Our technology powers creative decision-making at some of the biggest brands in the world, including Google, Unilever, Pepsi, Bayer, Mondelez, Heineken, and more. We use computer vision and other machine learning techniques to extract creative data from our client’s digital advertising copy and transform those previously dark signals into a standardised data model at industrial scale. This creates a new, unique and powerful first-party data set that represents the last and most impactful untapped reservoir of advertising performance.
About the role
Join our Client Success team as an Enterprise Client Success Manager (CSM), where you'll be pivotal in building lasting client partnerships, ensuring client satisfaction, and driving revenue retention. You'll be responsible for:
- Client Relationship Management: Act as the primary point of contact for day-to-day client interactions, collaborating with Global Client Partners across your portfolio. Build and maintain relationships with director and VP-level marketing stakeholders within the client and their agencies/partners, anticipating needs and driving satisfaction, loyalty, and renewals.
- Driving Product Adoption & Value: Lead onboarding, training, and workshops to maximize product value for clients and their partners. Serve as a product expert and first-line contact for non-support-related inquiries.
- Strategic Consulting: Provide recommendations to align client and company KPIs, solving challenges to enhance outcomes.
- Retention & Growth: Ensure client satisfaction and product adoption to maintain a Gross Revenue Retention (GRR) target of >95%. Monitor key metrics, report to senior management, and conduct regular client reviews.
- Client Advocacy: Collaborate with sales, marketing, operations, product, and engineering to deliver client solutions and relay feedback to align company priorities with client needs. Champion customer-centricity and stay informed on industry trends.
Who you are
- Data-driven problem solver
- Strong communicator and especially confident presenter with executive audiences
- Highly adaptable, detail-oriented, and resilient in high-pressure environments
- Strategic thinker who works both independently and collaboratively
- Exceptional at managing complex projects in a cross-functional setting
- Proficient in Google Sheets/Excel and analytics tools
- Committed to fostering a positive company culture
Preferred Qualifications / Experience
- 4+ years of experience in an enterprise customer success/account management role
- Previous experience working in or with marketing, branding or advertising teams
- Previous experience at a SaaS company
- Previous experience at a start-up
The preferred qualifications are not dealbreakers! At CreativeX we encourage applicants of all backgrounds and identities to apply for roles that align with their own interests and career trajectory. If you see yourself in this role, we would love to see your application!
Total comp: $90k–$100k base with a 15% performance bonus (USD)
What we offer:
- Fully paid medical, dental, and vision (US) and Private medical insurance (UK)
- Generous time off + bank holidays
- Education budget to be used for individual learning experiences or grouped with your team for joint learning
- Annual subscription to Calm and Headspace for your mental wellbeing
- Monthly coaching to talk to a trained professional about career goals, relationships, and personal development
- Stock options as we believe that everyone should have a stake in the business
- 3-month full pay parenting leave for all employees who have been with the company for one (1) year
- Employee contributions to a 401(k) once they have completed their eligibility period
CreativeX provides equal employment opportunity for all applicants and employees.
Client Success Manager (NYC/London) employer: CreativeX
CreativeX is an exceptional employer located in the vibrant city of London, offering a dynamic work culture that fosters innovation and collaboration. As a Partnerships Director, you will not only enjoy a competitive salary and benefits but also have the opportunity to lead a talented team and make a significant impact on the company's growth trajectory. With a strong emphasis on employee development and a commitment to nurturing talent, CreativeX provides a rewarding environment for those looking to advance their careers in the digital marketing space.
StudySmarter Expert Advice🤫
We think this is how you could land Client Success Manager (NYC/London)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CreativeX. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CreativeX before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Success Manager (NYC/London)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CreativeX:Your cover letter is your chance to shine! Tell us why you want to work at CreativeX specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CreativeX!
How to prepare for a job interview at CreativeX
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
