Customer Success Manager

Traackr is a global SaaS technology company providing a data-driven influencer marketing platform that marketers use to optimize investments, streamline campaigns, and scale programs. Our customers range from some of the world’s largest companies in the beauty and personal care space to digitally native indie brands, which have all made influencer management and engagement a critical practice of their marketing and advertising programs. We are a remote-first company, and for the folks that like to meet in person, we have offices in San Francisco, New York, Boston, Paris, and London.

At Traackr, we’re lucky to have a team of kind, driven, and respectful humans from around the world. We operate on a culture of mutual respect, with core value pillars including:

- Trust. We earn the trust of our team, customers, creators, and partners through transparency, predictability, and integrity. 

- Diversity. Bringing diverse perspectives to the table results in stronger outcomes. All are welcome.

- Value. Through our words and actions, we strive to create tangible value for our customers and peers. We only succeed when our community succeeds. 

- Ownership. We lead with action. We take pride in solving the hardest challenges and feel accountable for our commitments. 

- Mutual success. We share goals with each other and with our clients. Alignment, collaboration, and empathy are the cornerstones of our success. 

Our team also loves having fun together, with many employee-led initiatives like the Traackr Summer Olympics annual workout challenge!

As a Customer Success Manager, you will be responsible for partnering with clients to ensure the successful implementation and adoption of Traackr. You will work closely with global enterprise clients, delivering a best-in-class customer experience and helping them achieve their influencer program goals. Your role will focus on building strong customer relationships, optimizing product usage, and driving measurable success for clients through tailored solutions and support.

• Client Onboarding & Training: Develop and execute personalized onboarding and training plans for new clients, ensuring they effectively learn and adopt the Traackr platform. Provide coaching and use case analysis to facilitate early success.
• Success Measurement: Establish critical success metrics for clients' influencer programs, ensuring both quantitative and qualitative measures are in place to track progress and outcomes.
• Strategic Guidance: Leverage insights into current program gaps and opportunities to highlight the benefits of Traackr’s product and align with clients' strategic objectives.
• Monitor Adoption & Usage: Continuously track and address product adoption, ensuring clients are fully utilizing Traackr’s capabilities to meet their goals.
• Collaboration: Work closely with Client Partners and fellow Customer Success Managers to implement strategic account management, identifying and escalating any signals of risk and exploring opportunities for account growth.

• 5+ years of experience as a Customer Success Manager, preferably working with global enterprise clients.
• Strong understanding of SaaS technology, particularly in marketing or communication ecosystems, with experience supporting marketing products or technologies.
• Experience in beauty or influencer marketing is highly preferred.
• Excellent public speaking, presentation, and facilitation skills, with experience leading dynamic workshops for both small and large groups.
• Strong written and verbal communication skills across multiple geographies, with the ability to engage with clients at all organizational levels.
• A collaborative and team-oriented mindset, contributing to both individual success and team goals.
• Experience working in a consultative capacity with clients, including running workshops, delivering presentations, and discussing goals and program outcomes with senior stakeholders.
• Bachelor’s degree or higher.

Benefits

• Competitive Salary

• Remote Work Options with Hybrid Flexibility and Home Office Set-Up Stipend

• Coworking Office Subscription for Collaborative Spaces

• Comprehensive Health, Dental, and Life Insurance Coverage for You and Your Dependents*

• Open Vacation Policy and Flexible Holiday Schedule to Suit Your Needs

• Paid Parental Leave to Support Quality Time with Your Loved Ones

• Career Development, including Internal and External Training Opportunities

*Benefit programs vary by country/state of residency, are subject to eligibility requirements, and may be modified occasionally. Ask for more details about benefits in your specific region.

This position is 100% remote, with the understanding that occasional in-person attendance may be required for trainings, meetings, and team gatherings, as determined by your manager.

Traackr employs individuals in multiple US states and countries. We use market benchmark data and geographic zones to determine our salary ranges. Your zone's specific pay range is dependent on your location. We encourage you to discuss your zone-specific pay range with your recruiter at Traackr for more details.

Posting Statement

Traackr is an Equal Employment Opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other legally protected characteristics. All your information will be kept confidential according to EEO guidelines.

Unsolicited resumes

Traackr does not accept unsolicited resumes/CVs from headhunters or recruiting agencies sent directly to Traackr employees or through our website. Traackr will not pay fees to any third-party agency or company without a signed agreement with Traackr.

Privacy

Traackr, Inc. has published a Privacy Notice, including CCAP for California and GDPR policies for its UK and European Union subsidiaries, accessible at https://www.traackr.com/privacy-policy. 

All questions, comments, and requests regarding data processing at Traackr should be addressed to HR@traackr.com.