Customer Success Manager in London

Join the creative revolution at XR! XR is on a mission to transform how the world creates, connects, and experiences advertising. As the global leader in creative operations, we help brands and agencies bring their ideas to life and deliver them seamlessly across every screen. Our leading technology and services power creativity for the marketing and entertainment industries, and you can be a part of it!

At XR, you'll join a high-energy, collaborative environment where your ideas can spark real change. We champion innovation at every level, empowering our teams to take risks, challenge norms, and unlock new possibilities. Your voice, your talent, and your vision matter here - XR is where you come to grow, learn, and thrive.

Ready to make an impact? If you're passionate about technology, solving complex challenges, and joining a team that's changing the game, XR is the place for you. Let's shape the future together!

The role of Customer Success Manager (CSM) is the primary point of contact, relationship owner, and internal advocate for XR's enterprise Brands. Partnering with the Sales team for pre-sales opportunities and owning the account post-sale, the CSM is responsible for managing onboarding, training, and the foundation for a long-term successful engagement. The Customer Success team comprises team members who are experts on the suite of XR products. Acting as the experts, they can craft meaningful solutions to our customer challenges, always on the lookout for ways they can help solve client needs.

The CSM is responsible for nurturing the relationship post-onboarding by creating tailored relationship journeys full of proactive touch-points, continued training, learning, consultation, and acting as the Subject Matter Expert (SME) for the client and their usage of the XR Platform and services. Internally, the CSM is the client's advocate, working cross-departmentally with all groups that touch the client's business to understand and improve products, services, workflows, communication, opportunities, or solutions for the client. This role is also revenue-responsible; instrumental to renewals, growth, and additional services or features where they fit into the client's needs.

Team members in this role are passionate about Clients and their experiences. They are strategic problem solvers: organized, analytical, and thoughtful. They are team players but are also comfortable taking the lead or working independently. Their high EQ and interpersonal skills make them a trusted resource internally and externally, and they are frequently considered someone you can depend on for a creative solution, a thoughtful response, or a listening ear.

Job Responsibilities

• Cultivate and own close client relationships with multiple stakeholders including Senior Members of the client team, respective agency partners, etc.
• Create customized Client Success Plan for enterprise clients that dictates scheduled touch-points for proactive outreach, including weekly, monthly or quarterly calls, video or in-person meetings.
• Conduct and/or coordinate client onboarding sessions, as well as continued training sessions for suite of XR products and offerings.
• Drive client engagement, adoption, and retention by understanding client business needs and goals; helping them to high levels of success using XR products and services.
• Develop deep insight and knowledge of the clients' teams and operational structure by building a network of relationships.
• Utilize XR-supported analytical tools to monitor and analyze engagement, operational and business progression, to provide recommendations and guidance based on data results, both to client and internal teams.
• Present business reviews to clients, and share suggestions and optimal solutions.
• Proactively maintain a high knowledge level of all supported services, products, and projects for client.
• Advise client of existing resources such as platform guides, knowledge base articles, tutorials, and how-to-videos, or work with internal teams to create where needed.
• Work with departmental leaders, Product Owners, and Marketing to create personalized communication focused on company initiatives, changes or improvements to existing products in use, new features and products they might find useful, etc.
• Represent the Voice Of the Customer (VOC) to provide input into core products, marketing, sales processes, and service improvements that may enhance the client experience.
• Participate in the creation of interdepartmental support models, workflows and SOPs.
• Act as the Subject Matter Expert (SME) on client-specific items, including acting as an escalation point for internal teams on business rules and best practices.
• Collaborate and/or guide internal teams who support the client or client projects, including Activation Management & Campaign Services (SME), Center of Excellence, Insights (Reporting), Product, Development, Sales Operations and Technical Support.
• Partner with the Deal Desk to ensure optimal account performance, and present renewals to existing clients that are aligned with XR strategy. Work with clients on other contractual initiatives such as amendments, SOWs, SLAs, etc. with Legal/Contracts team.
• Align with Global Business Partner to upsell and cross-sell additional products or services to contribute to the client's success.
• Assist Global Business Partner and Marketing in managing and executing RFP requests.

Minimum qualifications

• Minimum 3 years' experience in a B2B/Enterprise Customer Success or 5 years of experience managing large client accounts, preferably in the advertising space.
• A strong passion for the client's experience, with the ability and willingness to engage directly with them.
• In-depth knowledge of the advertising production industry with experience in creative logistics and campaign management, or demonstrated ability to quickly and effectively learn various products and services.
• Comfortable leading client workshops, onboarding sessions, or meetings.
• Accountability, and comfort in being the face of both good and bad news to the client.
• Exceptionally high EQ and ability to understand verbal and non-verbal feedback from external and internal stakeholders to properly assess and understand complex situations.
• Attention to detail and organizational skills.
• Ability to communicate across all departments and levels, providing difficult-to-deliver feedback where needed in a delicate way.
• Ability to take initiative and prioritize while working independently or collaborating with a team.
• Strategic problem-solver, who is open to coaching and training.
• A record of accomplishment of success and strategy in turning new clients into raving advocates.
• Ability to effectively upsell and cross-sell additional services that would support the specific Client needs.
• Familiarity in working within CRMs, Support Ticketing Systems, or other important tools for tracking user relationships and engagement.
• Proficient in MS Excel, PowerPoint, Google Business Suite, data analysis, and visualization tools.

KPIs

• User engagement - % and number of active users per month.
• Net Promoter Score (NPS), Customer Satisfaction Score (CSAT) and other client feedback.
• Revenue growth.
• Conversion rate.
• Client churn rate.
• Client and Extreme Reach agreed upon cadence of formal business reviews (i.e. Quarterly).

The wonderful world of XR

Impactful Work: You’ll be at the heart of a company revolutionizing the media and creative industries. From a cutting-edge platform to AI-driven insights, your work will help our clients produce and deliver world-class content to millions worldwide.

Global Reach, Local Impact: With a team of over 1,100 talented professionals serving 140 markets, we blend global scale with personalized service. Join us, and be part of a diverse, dynamic team that’s making waves across the globe!

Innovation & Growth: We’re all about pushing boundaries and staying ahead of the curve. At XR Extreme Reach, you’ll be working on groundbreaking products that power TV, film, digital marketing, and entertainment.

Creative Culture: We celebrate creativity and collaboration. Whether you’re working in tech, media, or creative services, we foster a culture that encourages fresh ideas, innovation, and out-of-the-box thinking.

Make a Difference: Here, you’ll help clients tell their stories on a global stage, while ensuring their creative vision is executed with precision and style.

Let’s Redefine What’s Possible. If you’re ready to elevate brand growth, connect creativity across platforms, and unlock a new era of creative intelligence, we’d love to hear from you. Pitch us your vision - and let’s build the future, together.