Customer Success Manager, US

AppTweak•San Francisco, CA

20h•Hybrid

About The Position

We are looking for an amazing Customer Success Manager to join our second-stage rocket ship! 🚀 As a Customer Success Manager, you’ll play a key role in developing a positive customer experience by building long-lasting relationships and supporting brand loyalty. You’ll own a portfolio of accounts—guiding customers from onboarding through full adoption, driving renewals, and supporting upsells, while developing a deep understanding of their business challenges and goals to serve as a trusted advisor. This position will report to the Customer Success, AMER Team Manager. Your mission: 1. Ensure North American-based customers' satisfaction with AppTweak’s platform & services: Serve as the primary point of contact for a portfolio of customers, owning engagement and retention Provide best-in-class onboarding, training, analytics, insights, and best practices to empower customers Establish relationships with customers by conducting regular calls, guiding conversations to drive platform adoption and usage Act as a subject matter expert in app store optimization, Apple Ads campaign management, AI visibility, and other mobile-related areas Build a strong ASO, Apple Ads, & AI visibility community based in North America by promoting and advocating AppTweak during mobile events and conferences 2. Cross-Functional Collaboration: Collaborate with the Product team: make sure that the latest customer improvement requests are transferred, continuously work on improving our products and services Collaborate with the ASO, Apple Ads, & AI Visibility Expert team: to make sure the projects delivered are matching your client’s expectations Work hand in hand with the Sales and Marketing teams to ensure a smooth customer experience from the very beginning of their journey

Requirements

Bachelor's degree in Business, Communication, Marketing, Sales or any relevant field
2 years of experience in a CSM role, with a strong foundation leading meetings such as a qualification and/or discovery, asking insightful questions to provide solutions and value
Eager to expand on customer retention skills
Excellent client comprehension and empathy: you enjoy listening to others, and building long-term relationships. You can easily put yourself in the shoes of others
Strong entrepreneurial mindset; you're hands-on and autonomous. You find creative solutions to problems in a fast-moving environment
Highly organized: you already have experience of leading projects including multiple stakeholders
Data-driven: data doesn’t scare you, you enjoy analyzing data and drawing actionable conclusions from it
Team player: you enjoy working with others. You have a proactive attitude and you like to make things move forward
Brilliant communication skills (written & verbal) both with customers and within an organization
Strong interest in new technologies, you are willing to build your expertise in ASO in order to help companies grow their business

Nice To Haves

Former experience in a SaaS company is a strong plus
Interest in the mobile app industry
Knowledge in CRM software (particularly Hubspot) and MS Office (particularly MS Excel) is appreciated

Responsibilities

Serve as the primary point of contact for a portfolio of customers, owning engagement and retention
Provide best-in-class onboarding, training, analytics, insights, and best practices to empower customers
Establish relationships with customers by conducting regular calls, guiding conversations to drive platform adoption and usage
Act as a subject matter expert in app store optimization, Apple Ads campaign management, AI visibility, and other mobile-related areas
Build a strong ASO, Apple Ads, & AI visibility community based in North America by promoting and advocating AppTweak during mobile events and conferences
Collaborate with the Product team: make sure that the latest customer improvement requests are transferred, continuously work on improving our products and services
Collaborate with the ASO, Apple Ads, & AI Visibility Expert team: to make sure the projects delivered are matching your client’s expectations
Work hand in hand with the Sales and Marketing teams to ensure a smooth customer experience from the very beginning of their journey

Benefits

Flexibility in your work and opportunities for continuous learning and creative thinking
Supportive and collaborative environment focused on personal growth
Hybrid office/work-from-home policy with $400 to furnish your home office
Competitive compensation package
25 days of PTO on top of public holidays and sick days
401K and healthcare benefits including vision and dental
16 weeks of compensation during maternity leave
1 volunteering day every quarter
An exciting and fast-growing company with a people-first culture. “Diversity” and “work-life balance” are not just buzzwords at AppTweak
An inspiring environment: Chance to connect with a variety of high-profile apps and games across different industries
Yearly company-wide team building in Europe to meet your colleagues from all over the world
A diverse team within a flat hierarchy: altogether, we speak more than 15 languages
A combination of personal and company growth to accelerate your career and help you reach your goals
Regular general team meetings and demo days to make sure everyone is aligned with AppTweak's growth path