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.