• Portfolio management of +150 SMB e-commerce clients in various industries across Europe • Build, nurture and strengthen relationships with your client portfolio to ensure long-term retention. • Define and execute tailored success plans aligned with each client’s objectives. • Drive product adoption and engagement to maximize perceived value and integration into clients’ operations. • Identify upsell and cross-sell opportunities to expand account value and contribute to revenue growth. • Own and secure contract renewals. • Leverage data to monitor accounts health, anticipate churn risks and optimize customer satisfaction. • Optimize key milestones of the low-touch customer journey to support a growing client base while improving efficiency and reducing manual effort. • Design, execute and iterate on targeted lifecycle campaigns (email, in-app…) to drive client engagement and product adoption. • Organize and deliver different education formats (webinars, group sessions…) to increase client autonomy and accelerate time-to-value. • Build, document and maintain structured playbooks to standardize best practices. • Develop and continuously enrich a self-service knowledge ecosystem (academy, resources…) to empower clients and reduce dependency on CSM actions.

• Guide new customers through onboarding, ensuring smooth implementation. • Conduct training sessions and provide best practices while ensuring customers adopt key features to maximize value. • Act as the primary point of contact for customer queries and needs. • Build strong relationships with key stakeholders by conducting regular check-ins (QBRs, EBRs) to assess satisfaction and goals. • Monitor customer health scores and proactively address churn risks. • Identify upsell and cross-sell opportunities for additional features or services and collaborate with sales and marketing on renewals and expansion strategies. • Ensure customers get quick resolutions and escalate when needed and provide feedback to product teams for improvements. • Gather customer feedback and share insights with product and engineering teams. • Advocate for customers in roadmap discussions and ensure customers understand new features and updates. • Track customer engagement, satisfaction, and retention metrics. Use this data to drive strategies for reducing churn and increasing adoption.

Please note: This is a 12-Month Maternity Cover. At Storyteq, we are revolutionizing the way marketers and production teams create, manage and activate content and campaigns. With our Gartner leading Content Marketing Platform, we empower our clients to seamlessly plan, brief, resource, approve and activate their marketing campaigns and content. Our cutting-edge creative automation solution, coupled with our DAM, Brand, and workflow modules, enables limitless scalability and ensures improved brand control. We have a strong presence in the market and are trusted by leading brands such as Heineken, ASOS, BMW, Rolls Royce, Dufry, and KFC. We’re growing fast and are expanding our teams. We are currently seeking an ambitious Senior Customer Success Manager to join our team. This role is focused on growth, expansion and enhancement of the processes of customer success at Storyteq. As a Senior Customer Success Manager at Storyteq, your primary responsibility is to ensure client satisfaction and foster strong relationships to drive retention and growth

• Managing a book of our largest, global strategic customers • Working closely with Enterprise customers to understand their business goals • Establishing strong relationships with decision-makers and influencers • Developing, executing, and maintaining strategic account plans • Forecasting, identifying risk, and maintaining strong customer renewal and growth rates • Working closely with customer and internal teams to maintain visibility and feedback • Becoming an expert on the 6sense predictive engine • Partnering with a technical CSM and Program Managers for onboarding and training • Advocating for customer product feature priorities internally