Customer Success Manager

AppsFlyer helps brands make good choices for their business and their customers with its advanced measurement, data analytics, deep linking, engagement, fraud protection, data clean room and privacy-preserving technologies. Built on the idea that brands can increase customer privacy while providing exceptional experiences, AppsFlyer empowers thousands of creators and 10,000+ technology partners to create better, more meaningful customer relationships.

AppsFlyer is looking for a Customer Success Manager, focusing on our SMB customers, to help drive customer growth within our Scaled Client Services team. This key role will help progress and scale our effective “Wow” customer experience by leveraging technology, customer journey narration, and data insights to deliver value to our customers in digital/low-touch formats. 

This agile program exists to drive a high-quality customer experience using a one-to-many model and delivers the same key concepts of success that a named customer success program drives and does so at a greater scale.

What You'll Do:

• Own program-wide customer satisfaction, retention, and expansion at AppsFlyer, operating collaboratively within a small team across $15-20M ARR of business accountability.
• Deliver value to customers through developing and executing on strategic one-to-many initiatives (such as evaluating/implementing new software tools, creating email campaigns, custom trainings, webinars, new collateral assets, or hosting customer office hours), while delivering one-to-one impact with strategic customers within the SMB segment
• ​​Create systems, test, learn, optimize on scale initiatives and measure results to present to your internal team and iterate/evolve based on customer outcomes.
• Collaborate cross-functionally with Customer Success,  Marketing, Customer Success Operations, Data Analysis, and Revenue Operations teams to learn and disseminate knowledge and best practices.
• Analyze customer segments to gain a deep understanding of their business and report on trends, such as identifying risks or premium product need groups.
• Identify opportunities and pivot priorities and escalate in the moment based on customer needs using your discretion to schedule zoom, email, and phone calls for escalations for key customer moments e.g., project based work for deep link implementation for new retargeting strategy.
• Learn and communicate business and product knowledge from Scale customers to leadership within the broader Customer Success org to improve our overall service to all customers and their growth. 
• Uncover opportunities to improve our team’s processes and efficiency, while maximizing customer value.

What You Have:

• Passion for customer success. Delivering value to customers puts a smile on your face.
• 2+ years experience in a customer success role. 
• Creativity, resourcefulness, attention to detail, and organization skills. 
• Agility, willingness to try new things, measure results, and iterate on approaches.
• Strong project management, cross-functional collaboration, executive communication skills, and the drive to build upon a program and evaluate results. 
• Analytical / “thinking about data in aggregate” skills, with an ability to step back and evaluate with action in mind on how to achieve desired outcomes using the most efficient methods.  
• Passion for data analysis tools (like Looker), email automation (like Groove), alerting and AI solutions, experimenting with workflows and finding treasure troves of insights.
• Ability to strategically drive customers toward best practices. 
• You’re a driven and organized self-starter who enjoys maintaining high revenue accountability and leveraging data insights to determine priorities.

Bonus Points:

• Solid understanding of all applications of the AppsFlyer product (basic and premium features). 
• Experience in ad technologies, data visualization, and email marketing platforms.
• Product management sense/familiarity

As a global company operating from 25 offices across 19 countries, we reflect the human mosaic of the diverse and multicultural world in which we live. We ensure equal opportunities for all of our employees and promote the recruitment of diverse talents to our global teams without consideration of race, gender, culture, or sexual orientation. We value and encourage curiosity, diversity, and innovation from all our employees, customers, and partners.

“As a Customer Obsessed company, we must first be Employee Obsessed. We need to make sure that we provide the team with the tools and resources they need to go All-In.” Oren Kaniel, CEO