Full-Time Customer Success Manager

The OpportunityWe empower global digital marketing agencies to make informed, data-driven decisions fast. Using our intuitive platform, marketing teams efficiently monitor and report their performance in visual dashboards, saving countless hours of manual work.Our culture prioritizes strong ownership and responsibility.

Customer Success ManagerAt Whatagraph, we believe strong customer relationships are key to success. We're looking for a Customer Success Manager to provide exceptional care to our diverse global customers in the EMEA and APAC regions. You'll build strong relationships, ensuring customers maximize value from our platform. You’ll proactively drive customer retention and expansion initiatives, focusing on Retention, Net Retention, and platform adoption.

Responsibilities

1. Serve as the main point of contact for managed customers.
2. Build trust and strong relationships through communication (calls, meetings, emails, LinkedIn).
3. Maintain a CRM book of business and stay informed about customer updates.
4. Become a trusted product expert, translating product features into actionable strategies.
5. Assist customers to achieve goals and maximize platform value.
6. Proactively manage renewals and identify upsell/cross-sell opportunities.
7. Lead a customized onboarding process tailored to each customer.
8. Work with Support to assist in setting up key reports.
9. Define and execute high-quality success plans with metrics, milestones, and goals.
10. Continuously monitor customer usage for risks or gaps.
11. Collaborate with the Product team to address concerns and implement enhancements.
12. Collect and analyze feedback (Voice of the Customer, Health score signals).
13. Drive continuous improvements integrating Whatagraph further into customers’ operations.
14. Partner with cross-departments on projects (brand awareness, adoption programs, etc.).
15. Manage and track initiatives for timely delivery and alignment with goals.
16. Regularly analyze customer data to gain insights into usage patterns.
17. Use data-driven insights to enhance the customer experience throughout the lifecycle.

Requirements

• 3+ years sales/commercial account management experience in SaaS or software, focused on renewals and upsells.
• Experience at a digital marketing agency or in the martech industry.
• Strong commercial instinct, presentation, and negotiation skills.
• Exceptional written and spoken English for clear communication.
• Proactive approach with persistence in expanding relationships.
• Ability to analyze customer data to detect risks, optimize adoption, and drive expansion.
• Competence in managing complex projects.
• Ability to work with Support, Product, and Marketing teams.
• Passion for continuous self-development in a fast-paced B2B SaaS environment.
• Availability to work during APAC business hours (7 AM - 4PM EST).

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