• You will be the primary point of contact for a portfolio of higher-value and more complex clients, owning those relationships end to end. • You will build trusted relationships with senior decision-makers and stakeholders, understanding their business goals and how Alto can support them. • You will lead regular check-ins, reviews, and business analysis to keep clients satisfied and surface opportunities to add value. • You will lead contract renewals and identify upsell and cross-sell opportunities to maximise account value and revenue growth. • You will develop and execute strategies to mitigate churn, identifying at-risk clients and acting proactively to address their concerns. • You will give consultative advice, showing clients how new features or upgrades solve their emerging challenges. • You will manage onboarding for new clients, ensuring a smooth and efficient transition onto the Alto platform. • You will deliver personalised training and resources so clients are empowered to use the platform to its full potential. • You will troubleshoot early implementation issues and work with internal teams to resolve client queries and technical concerns. • You will be the voice of the customer inside Alto, relaying client feedback to product and customer success teams to shape future enhancements. • You will partner with product and development teams to make sure customer needs are addressed in new releases and updates. • You will work closely with sales, marketing, and support to deliver a cohesive customer experience, and share best practice to help less experienced colleagues grow. • You will monitor and report on client account health, usage metrics, and satisfaction levels. • You will turn data into recommendations that help clients improve how they perform using Alto’s platform. • You will track and manage KPIs such as renewal rates, NPS, and customer engagement.

Role Description TapClicks is seeking a highly motivated Customer Success Manager (CSM) to build and maintain strong relationships with our customers, ensuring they achieve maximum value from our platform. The CSM serves as a trusted advisor, helping customers optimize their use of TapClicks solutions while driving product adoption, customer satisfaction, retention, and growth. The ideal candidate is customer-focused, consultative, data-driven, and passionate about helping marketing organizations succeed through technology. Key Responsibilities - Customer Relationship Management - Serve as the primary point of contact for a portfolio of customers throughout their lifecycle. - Develop trusted advisor relationships with key stakeholders and executive sponsors. - Conduct regular business reviews to align customer goals with platform capabilities. - Understand customer business objectives, challenges, and success metrics. - Customer Adoption & Success - Drive product adoption and utilization through strategic guidance and best practices. - Develop success plans that support customer goals and desired outcomes. - Monitor customer health indicators and proactively identify opportunities and risks. - Ensure customers are maximizing the value of TapClicks products and services. - Retention & Growth - Partner with Account Management and Sales teams to identify expansion and upsell opportunities. - Support customer renewal efforts by demonstrating ROI and business impact. - Reduce churn by proactively addressing concerns and mitigating risks. - Maintain high customer retention and satisfaction scores. - Cross-Functional Collaboration - Collaborate with Product, Support, Professional Services, and Sales teams to advocate for customer needs. - Escalate and coordinate resolution of customer issues when necessary. - Provide customer feedback to internal teams to influence product improvements and roadmap priorities. - Performance & Reporting - Track customer engagement, adoption metrics, and account health. - Maintain accurate customer records and activity updates within CRM systems. - Report on customer outcomes, risks, and opportunities to leadership. Qualifications - Bachelor’s degree in Business, Marketing, Communications, or related field, or equivalent experience. - 3+ years of Customer Success, Account Management, Client Services, or related experience within a SaaS environment. - Experience managing multiple customer accounts and stakeholder relationships. - Strong communication, presentation, and relationship-building skills. - Demonstrated ability to drive customer adoption, retention, and satisfaction. - Excellent problem-solving and project management abilities. - Experience using CRM and customer success platforms such as Salesforce, Gainsight, HubSpot, or similar tools. Preferred - Experience in marketing technology (MarTech), advertising technology (AdTech), digital marketing, or agency environments. - Familiarity with marketing analytics, reporting, dashboards, and data visualization platforms. - Experience conducting executive business reviews and strategic account planning. - Knowledge of digital advertising ecosystems and marketing performance metrics. Success Metrics - Customer retention and renewal rates - Product adoption and platform utilization - Customer Satisfaction (CSAT) and Net Promoter Score (NPS) - Expansion and upsell contribution - Customer health and engagement metrics - Time-to-value and customer outcome achievement What You’ll Bring - A customer-first mindset and passion for delivering exceptional experiences. - Strong business acumen and consultative skills. - Ability to translate complex technical concepts into business value. - A proactive, solution-oriented approach to customer engagement. - Enthusiasm for working in a fast-paced, high-growth technology environment. Why Join TapClicks? - Opportunity to work with leading marketing organizations and agencies. - Collaborative and innovative company culture. - Career growth within a rapidly evolving SaaS and MarTech industry. - Competitive compensation and benefits package. - Chance to directly influence customer success and business outcomes. Company Description TapClicks is the leading marketing operations platform that unifies marketing data, workflow management, reporting, analytics, and artificial intelligence into a single solution. Thousands of agencies, media companies, brands, and marketing organizations rely on TapClicks to automate operations, improve efficiency, and drive measurable business outcomes.

• Responsible for executing customer projects – from requirements gathering and configuration through to stable live operation • Configuration and implementation of solutions on-premises • Main point of contact for customers throughout the entire project • Support for post–go-live support and identification of optimization opportunities • Clarification and resolution of issues at the interface between IT, inventory/ERP and accounting

• Lead designated territory and provide end-to-end renewal execution support to ensure customer retention and annual revenue and growth targets • Spearhead renewal negotiations and drive incremental revenue • Connect with customers regularly both virtually and in-person to become a trusted advisor • Establish strong relationships based on knowledge of customer requirements and commitment to value • Develop effective and specific account plans to ensure revenue target delivery and sustainable growth by driving Demand Generation, Pipeline and Opportunity Management strategies • Keep pipeline current and moving up the pipeline curve.