Customer Success Manager

Your Role

This role will play a hybrid role combining both customer success management and technical account management responsibilities. It will involve building strong relationships with clients, providing technical support and training, ensuring successful client onboarding, and optimizing the use of Semasio’s Semantic Targeting Platform. The ideal candidate will have a strong technical background, combined with excellent client-facing skills, and the ability to mentor and coach internal teams to deliver exceptional service.

Day to Day

• Serve as a point of contact for clients across EMEA, including media agencies, trading desks, publishers, and direct advertisers.
• Build and maintain strong client relationships by understanding their unique needs and goals.
• Provide technical support and consultation on the Semantic Targeting Platform to both external and internal clients.
• Conduct technical assessments of client needs and offer tailored recommendations to optimize advertising campaigns.
• Provide product training and guidance to clients for successful onboarding and ongoing optimization.
• Collaborate with clients to develop and execute strategic plans and identify opportunities for upsell and cross-sell.
• Handle technical troubleshooting through the ticketing system and help clients build custom segments for their programmatic campaigns.
• Act as a liaison between clients and internal teams (Product and Engineering) to address any issues or concerns.
• Monitor client usage and engagement, identifying opportunities for optimization.
• Ensure client satisfaction and retention by proactively managing client relationships and expectations
• Plan internal training sessions to enhance the team's technical knowledge and client engagement strategies.

Preferred Experience

• Bachelor's degree in Business, Marketing, Computer Science, or a related field.
• 3+ years of experience in a Customer Success role or similar, preferably in consulting and managing complex software solutions.
• Strong technical background with expertise in ad serving platforms, programmatic advertising, data management platforms (DMPs), and related technologies.
• Proven ability to convey technical concepts to non-technical audiences effectively.
• Excellent communication, negotiation, and presentation skills.
• Strong sales and relationship-building skills with a hands-on mentality and a drive to learn and understand new topics.
• Strong aptitude for navigating and mastering complex technical processes and tools.
• Fluency in English is required and in German preferred.

Perks & Benefits

• Health Insurance
• Company pension scheme
• Half-day Fridays, to start your weekend early!
• 28 days PTO (plus the 24th and 31st December if on weekdays)
• Learning & Development programs
• Dedicated volunteer days & office events