WeArisma is an influencer marketing solution helping brands and agencies understand, measure and optimise influencer marketing RoI. We help clients increase the effectiveness of their influencer marketing strategy and grow brand equity.
As the importance of influencer marketing grows and as the industry matures, so does the need for independent effectiveness specialists. Join us in our mission of bringing independent measurement, accountability and effectiveness to the industry.
You will be joining us at a very exciting time of growth, we have received investment from Morgan Stanley and have been named one of the most promising AdTech companies by Business Insider.
We are looking for a Customer Success Manager to accelerate their career in the influencer marketing industry.
We have a fantastic culture with a collaborative environment where everyone pitches in and has the chance to excel.
Job Description
As a CSM, you will play a key role in driving customer satisfaction, retention, and growth by ensuring our clients achieve maximum value from our platform. If you are passionate about influencer marketing, client success, and building strong relationships, we’d love to hear from you!
Responsibilities
Client Relationship Management:
– Serve as the primary point of contact for a portfolio of clients, ensuring their needs are met throughout the customer lifecycle.
– Build and maintain strong, long-lasting relationships with clients, becoming a trusted advisor for their influencer marketing strategies.
Onboarding and Training:
– Guide new clients through the onboarding process, ensuring they understand and effectively utilize the platform’s features.
– Conduct training sessions (virtually or in-person) to empower clients and their teams to achieve their goals.
Customer Success Strategy:
– Proactively monitor client activity and campaign performance, identifying opportunities for optimization and growth.
– Develop tailored success plans to align the platform’s features with the client’s business objectives.
Upselling and Renewals:
– Lead renewal negotiations with a focus on helping to drive growth and maintaining customer satisfaction.
– Identify upsell and cross-sell opportunities, collaborating with internal stakeholders to achieve revenue targets.
Issue Resolution:
– Act as a liaison between the client and internal teams (product, tech support, and marketing) to resolve issues efficiently.
– Proactively identify and resolve customer challenges and manage escalations with professionalism and a solutions-focused approach.
Feedback and Product Improvement:
– Gather client feedback to identify trends, pain points, and feature requests.
– Partner with the product team to refine and enhance the platform’s functionality based on client needs.
Reporting and Analytics:
– Provide clients with performance insights, campaign metrics, and actionable recommendations using the platform’s analytics tools.
– Prepare monthly/quarterly business reviews to highlight successes and growth opportunities.
Qualifications
Experience: 3–5 years of experience in customer success, account management, or a related role, preferably within SaaS, digital marketing, or influencer marketing industries.
Education: Bachelor’s degree in Marketing, Communications, Business Administration, or related fields.
Skills
– Strong understanding of influencer marketing trends and social media platforms.
– Excellent communication, presentation, and interpersonal skills.
– Data-driven mindset with experience analyzing campaign performance metrics.
– Proven ability to manage multiple clients/projects in a fast-paced environment.
– Familiarity with CRM tools (e.g., HubSpot) and marketing platforms is a plus.
Languages
– English Mandatory.
– Mandarin, Japanese and Korean a plus
Benefits
– Team Offsite trip to a European location
– 25 days annual leave in addition to public holidays
– Incentivized bonus plan
– Hybrid co-working space environment
– Monthly coaching and team lunch/dinner
Working Hours: 11am – 8pm
Right to work: Must have the legal right to work in the UK at the time of application.
To apply for this job email your details to jobs@wearisma.com
