Senior Customer Success Representative

Overview: As a Senior Customer Success Representative , you will be the driving force behind ensuring client satisfaction, retention, and growth. You will manage and nurture client relationships from onboarding to long-term engagement, resolve challenges proactively, and identify opportunities for expansion and upselling. Your ability to balance strategic oversight with hands-on execution will be crucial in fostering strong partnerships and maximizing customer value. You will collaborate closely with internal departments including Ad Operations, Sales, and Marketing to deliver superior service and business results. Responsibilities: 1. Customer Retention and Growth: Maintain a consistent revenue base through effective account retention and renewal strategies. Identify and act on upsell and cross-sell opportunities based on market insights and client needs. Focus on daily outreach targets and performance metrics. 2. Client Relationship Management: Serve as the primary point of contact for clients, managing relationships from onboarding through long-term partnership. Manage and resolve any critical client issues with professionalism and urgency. 3. Strategy and Market Insights: Collaborate with the Ad Operations team to tailor strategies based on client goals and industry dynamics. Provide valuable insights from the market/publishers to refine service offerings and drive client success. 4. Client Consultation: Recommend the most suitable solutions aligned with client business goals and performance enhancement. Present and communicate ideas clearly and persuasively in meetings and presentations. 5. Reporting and Analysis: Monitor and report on client satisfaction, overall account performance, and project status using internal tools. Prepare comprehensive reports and suggest areas of improvement based on performance metrics and client feedback. Qualifications: 2 to 5 years of experience in a customer success, client servicing, or related role. Proven track record in client relationship management, renewals, and upselling. Strong verbal and written communication with excellent presentation and negotiation skills. Demonstrated leadership qualities in managing individual client accounts and projects. Proficiency in marketing strategies and the ability to interpret industry trends. Proactive, analytical, and solution-oriented mindset. Comfortable working independently and collaboratively in a dynamic environment. Hands-on experience with MS Office (Word, Excel, PowerPoint). Familiarity with CRM tools is a plus.