Customer Success Manager

Summary

Join Whatagraph, a company empowering digital marketing agencies with data-driven decision-making tools, as a Customer Success Manager. You will be responsible for building strong relationships with customers in the EMEA and APAC regions, ensuring they maximize the value of the Whatagraph platform. Your role involves proactively driving customer retention and expansion initiatives, focusing on key performance indicators like retention, net retention, and platform adoption. You will be the main point of contact for your managed customer portfolio, providing product expertise and consultancy, leading onboarding and implementation processes, and continuously monitoring customer usage and engagement.

Requirements

• 3+ years of sales or commercial account management experience, specifically involving renewals and upsells within SaaS or software environments, with a demonstrated ability to manage customer portfolios, build trust, and sustain long-term relationships
• Experience at a digital marketing agency or in the martech industry
• Strong commercial instinct with excellent presentation and negotiation skills
• Exceptional written and spoken English, enabling clear and persuasive communication across diverse audiences
• A proactive approach with persistence in identifying and expanding relationships within customer organizations
• Ability to analyze customer data and usage patterns to proactively detect risks, optimize adoption, and drive expansion initiatives
• Competence in managing complex projects such as customized onboarding, implementation, and cross-functional initiatives
• Ability to work seamlessly with Support, Product, and Marketing teams to relay customer insights, drive product enhancements, and ensure a unified customer success strategy
• Thrive in a fast-paced B2B SaaS environment with a passion for continuous self-development and personal growth
• Availability to work during APAC business hours once per week (7 AM - 4PM EST)

Responsibilities

• Client Representation and Relationship Building: Serve as the main point of contact for your managed customer portfolio. Build trust and strong relationships through regular calls, online meetings, emails, and LinkedIn connections. Maintain an up-to-date book of business in CRM and stay informed about customer updates
• Product Expertise and Consultancy: Become a trusted product expert, translating product features and innovations into actionable business strategies. Assist customers in achieving their business goals and maximizing the value of Whatagraph
• Retention & Expansion: Proactively manage customer renewals and identify opportunities for upselling and cross-selling. Drive revenue growth and improve net revenue retention (NRR) by expanding customer engagements
• Onboarding and Implementation: Lead a customized onboarding process tailored to each customer’s specific use case and desired outcomes. Work with the Support team to assist customers in setting up and recreating key reports, ensuring a seamless transition. Define and execute high-quality success plans with clear success metrics, milestones, and completion goals
• Adoption: Continuously monitor customer usage and engagement to detect potential risks or gaps. Collaborate closely with the Product team to relay insights and feedback, ensuring customer concerns are addressed and enhancements are implemented. Collect and analyze feedback through Voice of the Customer initiatives and Health score signals. Drive continuous improvements by integrating Whatagraph further into customers’ business operations
• Project and Task Management: Partner with cross-departments on shared projects, such as brand awareness campaigns, adoption programs etc. Manage and track initiatives to ensure timely delivery and alignment with overall customer success goals
• Continuous Data Monitoring and Analysis: Regularly analyze customer data to gain insights into usage patterns and behaviors. Use data-driven insights to enhance the customer experience at every stage of the lifecycle—from onboarding through to expansion and renewal

Benefits

• Compensation: from €3,000/month gross base + 30% bonus, depending on your skills and experience
• Share in the company's success: Opportunity to participate in our Employee Stock Ownership Program
• Emotional and physical well-being: Healthcare allowance and paid wellness days to keep your well-being in check
• A product that grows: We believe in creating what matters. Our evolving platform helps marketing professionals understand their performance data. You'll play a key role in communicating its value to our customers
• A role where you will grow: You’re in charge of your own growth here, and will have full freedom to focus where you prefer. Your manager will also support you via regular performance reviews, 1:1s, and help you set actionable growth goals
• An international environment: You'll work within an international market, alongside our global teams spread across Europe and Africa, from Amsterdam and Nairobi to Vilnius and Warsaw
• A top tier tech stack : You’ll have full access to the software necessary to enable your success