Customer Success Manager

Summary

Join Revenue Analytics, a SaaS company empowering big companies to make impactful revenue decisions, as a Media Customer Success team member. You will manage day-to-day client engagement, ensuring smooth onboarding and product adoption. Responsibilities include troubleshooting issues, fostering strong client relationships, and providing valuable feedback to internal teams. You will lead training sessions, perform in-depth analysis, and drive customer success contributing to revenue retention and growth. This role requires a Bachelor's degree, 2-4 years of customer-facing experience, excellent communication skills, and strong analytical abilities. Proficiency in Excel is a must, while SQL or BI tool experience is a plus. The ideal candidate will be intellectually curious and eager to apply analytics to business problems.

Requirements

• Bachelor’s degree with strong academic credentials (Engineering, Economics or Business preferred)
• 2 -4 years of customer‐facing experience in technology, product management, or consulting
• Excellent written and verbal communications skills, including proficiency in MS PowerPoint and Word
• Creative analytical capabilities and problem-solving skills, leveraging data analysis tools (proficiency in Excel a must, SQL, or BI tool experience a plus)
• Ability to proactively manage multiple commitments and tasks across multiple customers
• Intellectual curiosity and eagerness to apply rigorous analytics to business problems
• Outstanding communication and presentation skills

Responsibilities

• Own the full lifecycle of customer training, support, and success initiatives for your assigned accounts
• Act as the voice of the customer by gathering and synthesizing feedback to inform product improvements and innovation
• Respond to customer-reported issues, product bugs, and support tickets promptly, with a solutions-oriented mindset and a commitment to timely resolution
• Conduct data analysis to troubleshoot customer issues, uncover insights, and prepare impactful materials for QBRs and strategic reviews
• Collaborate cross-functionally with Sales and Product teams to identify and execute upsell, cross-sell, and account expansion opportunities
• Lead the end-to-end onboarding experience, including kickoff calls, implementation, and tailored training sessions to ensure successful product adoption
• Drive ongoing customer engagement through regular check-ins, Q&A sessions, training workshops, and dedicated office hours
• Create and continuously improve customer-facing assets such as onboarding plans, best practice guides, training materials, and presentation decks
• Monitor customer product usage and proactively provide strategic product recommendations to help clients optimize their experience and achieve business goals
• Serve as a trusted advisor to clients, demonstrating an understanding of their business and their pain points, and offering strategic guidance and innovative solutions to help meet their business goals
• Become a power user of RateOptics’ media products to confidently demonstrate features, share relevant use cases, and drive value-based conversations
• Analyze customer feedback and usage data to drive continuous improvement in the product and customer experience
• Develop expertise in the broadcasting and media space, staying current on industry trends, challenges, and opportunities to better serve and advise clients