Customer Success Manager
3 weeks ago
Senior Affiliate Customer Success Manager
About Captiv8:
Captiv8 is the ultimate influencer marketing platform, empowering brands across the globe to authentically connect with audiences and tell their unique story.
Our AI-driven platform simplifies influencer marketing, allowing brands to gain a deeper understanding of their audience, discover talented creators, optimize content, benchmark against competitors, and expand their customer base across various social media platforms. Captiv8 provides first-party data to enhance all aspects of influencer campaigns. In addition to the platform, Captiv8 offers Strategic Services where our in-house brand strategy and creative experts are on call to craft campaign success.
We're recognized as the industry leader, ranking #1 in customer satisfaction and earning the trust of industry peers. With a 5-star rating from Influencer Marketing Hub and a leadership endorsement from Forrester, we've set the standard in the influencer marketing landscape. Our pioneering API-integrated data connections with TikTok, Facebook, Instagram, Snapchat, and YouTube have provided greater transparency across the brand marketing industry.
Captiv8 is the driving force behind influencer marketing excellence. Join us and become a part of this exciting journey Your Mission:
As a Sr. Affiliate Customer Success Manager, your mission is to forge deep, meaningful relationships with existing SaaS customers by serving as trusted counsel on affiliate marketing strategies & facilitating seamless adoption of our platform. You will own and exceed your net retention target by cultivating tailored, solution-oriented partnerships that drive customer success. An essential part of this role includes seeing the bigger picture, proactively identifying risks, and seizing growth opportunities.
What You'll Do:
Exceed and surpass retention targets by delivering outstanding service to our Affiliate customers and facilitating seamless adoption of our platform.
Develop and implement comprehensive account plans, enabling you to thoroughly understand each customer's affiliate marketing objectives and assess the ROI of their programs.
Effectively convey our value proposition and strategically guide customers to align with their long-term objectives, promoting customer loyalty.
Establish your expertise by fostering high-value relationships with C-suite and performance marketing executives at key accounts through regular Business Reviews.
Proactively identify and capitalize on upsell and growth opportunities within your customer portfolio to unlock maximum account potential.
Collaborate closely with teams across Product, Creator Success, Support & Services to deliver on affiliate marketing goals and enhance the overall customer experience.
Continuously analyze and leverage affiliate marketing data to identify trends, opportunities, and areas for improvement.
Champion the voice of the customer, providing vital feedback to inform continuous improvement of our affiliate product and service offerings.
Qualifications You'll Bring:
~3-5 years of experience in creator affiliate marketing
~ Comprehensive knowledge of the influencer affiliate industry, trends, and landscape
~ Proficient at rapidly identifying trends within large data sets to drive efficiency and strategic decision-making
~ Excellent client service skills, adept at addressing customer needs and concerns
~ Ability to see the big picture and pinpoint areas of opportunity and risk
~ Strong time management and prioritization skills, capable of balancing multiple tasks effectively
~ Proven success in collaborating efficiently across internal teams
~ Demonstrated experience in retaining and expanding business within Enterprise organizations
~ Ability to excel in a fast-paced, dynamic team environment while consistently achieving strong results
~ High level of organizational skills and the ability to work autonomously with minimal supervision in order to meet and exceed goals
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