Senior Customer Success Manager

Summary

Join Quora's Sales team as a Customer Success Manager in Bengaluru, India, focusing on driving revenue through strategic partnerships. You will be responsible for partnering with advertisers, ensuring a significant return on investment, and focusing on retention and expansion. As the main point of contact for diverse advertisers, you will own the customer experience and success. You will collaborate with the Client Partner team to enhance customer adoption and mitigate churn risk. Ideal candidates possess agency or ad sales experience, managing complex businesses, and experience with paid search and performance marketing. This remote position requires residing in Bengaluru due to client meeting locations.

Requirements

• A Bachelor’s degree in Advertising, Marketing, or a related field
• 6+ years of experience in customer success or account management for an advertising business
• Experience with managing advertising campaigns, tracking, and analytics tools and proven ability to manage multiple accounts and projects simultaneously
• Excellent communication and interpersonal skills with clients at all levels of seniority up to the C-level with the confidence and tact to respectfully challenge clients on strategic decisions
• Prior track record of working autonomously to overcome barriers and while working collaboratively as part of the bigger team in a fast-paced, challenging environment
• Exemplary time management skills as you’ll be given scope to manage relationships with a large book of business

Responsibilities

• Educate advertisers and agencies on owned, paid, and earned media opportunities on the Quora Platform
• Act as an advocate for clients, providing them with industry insights and thought leadership. Build and maintain strong, long-term relationships with clients by regularly communicating with them and addressing their concerns
• Identify and capitalize on upselling opportunities within existing accounts. Contribute to and lead activities that accelerate business growth with partners focusing on performance & ROI
• Identify and troubleshoot any issues with clients' advertising campaigns and work to resolve them in a timely manner
• Develop and execute account management plans to ensure clients' goals and objectives are met
• Continuously monitor campaign performance and provide clients with regular performance reports and recommendations for optimization
• Forecast and track key account data, and advise adjustments in strategy to maximize ROI
• Act as a liaison between clients and internal teams, including sales, product, sales operations & finance

Preferred Qualifications

• Master’s degree in any field
• Comfortable working with a beta product and serving as the point of contact to troubleshoot technical and account issues
• Hands-on experience managing, optimizing, and planning performance campaigns
• Ability to translate analytics into insights and recommendations to determine which content and creatives are working or could be improved
• Passion for Quora's mission and goals

Benefits

• Medical/dental/vision coverage
• Equity refreshers
• Remote work reimbursement
• Paid time off
• Employee assistance programs