Customer Success Manager - Automation & Scale

The Customer Success Manager Automation & Scale role at Dynamic Yield, by Mastercard, is a critical position that bridges the gap between the company's software and client satisfaction. The main responsibility of this role is to ensure that customers understand and effectively utilize Dynamic Yield products to meet their specific needs. The Customer Success Manager will be responsible for translating customer requirements into actionable personalization strategies, managing customers who prefer a higher degree of autonomy, and implementing automated workflows to uncover personalization opportunities. Strong analytical, problem-solving, project management, and communication skills are essential for success in this role. Additionally, experience in a low-touch Customer Success environment is a plus.

• Understand and define project success criteria together with customers and partners
• Translate data and reports into an actionable personalization plan
• Track and demonstrate success against the personalization plan
• Design, implement, and execute automated workflows
• Monitor success against defined plans and KPIs
• Uncover additional business opportunities from data
• Report business value to customers
• Train users on the functionalities of the platform
• Increase platform adoption and customer satisfaction
• Help customers discover and define their key segments for a user-centric optimization strategy
• Coordinate different stakeholders internally and externally to meet/exceed project and customer expectations
• Review overall project status with clients on a periodic basis
• Deliver projects on-time and on-budget while communicating effectively

• Strong understanding of technical data and ability to synthesize information for customers' business needs
• Ability to translate customer requirements into actionable personalization strategies
• Experience in managing customers who seek a higher degree of autonomy in managing their program
• Outstanding analytical and problem-solving skills
• Excellent project management and communication skills
• Experience in a low-touch Customer Success environment is a plus
• Ability to define project success criteria and track success against those criteria
• Proficiency in designing, implementing, and executing automated workflows
• Ability to monitor success against defined plans and KPIs
• Skill in uncovering additional business opportunities from data
• Ability to report business value to customers
• Experience in training users on platform functionalities
• Strong focus on increasing platform adoption and customer satisfaction
• Ability to help customers discover and define key segments for optimization strategy
• Proficiency in coordinating different stakeholders internally and externally
• Ability to review project status with clients on a periodic basis
• Ability to deliver projects on-time and on-budget

• Services/consulting experience
• Opportunity to uncover additional business opportunities from data
• Ability to report business value to customers
• Training users on platform functionalities
• Increase platform adoption and customer satisfaction
• Opportunity to help customers discover and define key segments for user-centric optimization strategy
• Coordination with different stakeholders internally and externally
• Opportunity to review overall project status with clients
• Delivering projects on-time and on-budget
• Communication of project status and issues internally
• Assistance to solution partners
• Opportunity to automate workflows and processes using CRM or similar software
• Fluency in English, with knowledge of other European languages considered an advantage
• Expertise in at least 2-3 products in the space of optimization, CRM, personalization, recommendations, or segmentation
• Ability to understand and explain complex technology
• Manipulation, analysis, and interpretation of data
• Ability to multitask, prioritize, and handle issues/escalations under pressure
• Commitment to customer satisfaction and passion for customer success
• Ability to work independently and in teams at multiple organizational levels
• Self-motivation, attention to detail, and strong interpersonal and communication skills
• Opportunity to work in a field related to economics/business or marketing analytics