Senior Customer Success Manager - Quora (Remote)

Quora

1d • $74,161 - $143,260 • Remote

About The Position

Quora is seeking an experienced Customer Success Manager to partner with and advise advertisers, helping them build success on its advertising platform. This role involves being the main point of contact for a diverse portfolio of advertisers, with full ownership of the customer experience and success. The Customer Success Manager will leverage resources, metrics, and Quora product knowledge to provide insights that optimize ad campaigns and determine effective creative content. Quora Customer Success Managers engage customers in a more meaningful way than typical sales roles, emphasizing direct and timely communication, creative insights, and advising/challenging advertisers for their ultimate success on Quora and in their respective teams. The ideal candidate will have business experience in an agency or sales environment, experience managing internal and external relationships with diverse stakeholders, and experience in paid search and DR/Performance marketing campaigns. This role requires a problem-solver who enjoys pattern matching, data analysis, creativity, advocacy, and execution.

Requirements

• Availability for meetings and impromptu communication during Quora's “coordination hours" (Mon-Fri: 9am-3pm Pacific Time)
• 5 years of experience managing advertising campaigns from either client or publisher side, preferably experience running search and social campaigns
• Demonstrated experience managing enterprise-level clients, with strong hands-on execution capability, and direct experience operating in the North American market
• Exemplary verbal, written, and listening communication skills with clients at all levels of seniority up to the C-level with the confidence and tact to respectfully challenge clients on strategic decisions
• Comfortable working with beta products and serving as the point of contact to troubleshoot technical and account issues
• Hands on experience managing, optimizing and planning performance campaigns
• Ability to translate analytics into insights and recommendations to determine which content and creatives are working or could be improved
• Action bias, ability to be a self-starter, overcome barriers and work collaboratively in a fast paced, challenging environment

Nice To Haves

• Previous experience with sales tools such as Salesforce and Apollo.io
• Previous experience with paid ad campaigns on Meta, LinkedIn, Reddit, Google and/or Pinterest

Responsibilities

• Autonomously manage a portfolio of advertising clients
• Provide strategic guidance and action upon opportunities within accounts with a goal of scaling revenue
• Troubleshoot and answer questions related to campaign delivery and optimization
• Conduct quarterly business reviews, campaign wrap up presentations and regular check-in calls with advertisers
• Share learnings and best practices internally and externally
• Forecast and track key account data for internal projections

Benefits

• medical/dental/vision coverage
• equity refreshers
• remote work reimbursement
• paid time off
• employee assistance programs

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed