Customer Success Manager

Summary

Join Stack Overflow, a leading community-based website, as a Customer Success Manager (CSM) for Advertising. This role is crucial for achieving team and individual targets, managing accounts, and providing strategic guidance to customers. The CSM will work with clients to define goals, track progress, and implement best practices in advertising. This position requires strong communication, collaboration, and a proven track record of success in customer success and advertising. Stack Overflow offers a remote-first work environment and a comprehensive benefits package, including generous paid time off, parental leave, equity, and industry-leading health benefits. The ideal candidate will have experience with various advertising tools and a passion for customer satisfaction.

Requirements

• 3+ years experience in an Account Management, Customer Success, or Advertising/Campaign management role
• Proven ability to lead people internally and externally to drive outcomes
• Experience with tools such as Google Ad Manager, Catalyst, AdBook/Fattail and Salesforce
• An outstanding ability to communicate clearly with considerable attention to detail
• A foundation of critical and creative thinking coupled with a passion for customer satisfaction
• Proven track record of hitting or exceeding performance targets

Responsibilities

• Setting onboarding, training, and go-live schedules (together with Sales and Client)
• Executing onboarding, training and campaign launch schedules (including training of Client where needed)
• Work with Clients to identify goals and success metrics, and keep track of progress
• Provide feedback and guidance to Clients, and work with them to adopt best practices
• Encourage ongoing engagement
• Provide Sales with insights to drive upsells and renewals
• Provide product feedback to Product Team for product enhancements
• Work with Marketing to create content
• Adequately tier Clients based on spend and churn risk, and direct focus and resources accordingly

Benefits

• Competitive Base Salary
• Generous paid vacation
• Generous parental leave (16 weeks at 100% pay), family care leave, and unlimited sick days
• Equity for all employees at all levels
• Industry-leading health benefits that are applicable per country of residence for all our full-time employees
• Company-paid Life Insurance
• Home Internet stipend
• Professional allocation for your growth and development
• One-time allowance to assist with your home office setup
• Company-paid access to Calm, Bravely, LinkedIn Learning, MyAcademy and Overdrive