Client Success Manager (NYC/London)

Client Success Manager (NYC/London)

London or New York

Start Date: ASAP

About CreativeX

CreativeX is B2B SaaS technology platform that helps global marketing teams make smarter creative decisions and elevate creative expression through the clarity of data. Our technology powers creative decision-making at some of the biggest brands in the world, including Google, Unilever, Pepsi, Bayer, Mondelez, Heineken, and more.

We use computer vision and other machine learning techniques to extract creative data from our client's digital advertising copy and transform those previously dark signals into a standardised data model at industrial scale. This creates a new, unique and powerful first party data set that represents the last and most impactful untapped reservoir of advertising performance.

That's because multiple studies have shown that the "Creative" itself is responsible for half of sales lift online, higher than reach, targeting, brand, & recency combined. But creative impact has always been the least analysed and least understood component of a complex set of marketing variables.

This is the problem CreativeX is focussed on solving. We're an end-to-end solution to ingest, process, and analyse content at scale. We help brands isolate creative elements so they can be analysed against downstream ad impact metrics, from clickthrough rates to brand lift.

Our objective is to help marketing organisations power every creative decision with data.

About the role

Join our Client Success team as an Enterprise Client Success Manager (CSM), where you'll be pivotal in building lasting client partnerships, ensuring client satisfaction, and driving revenue retention.

You'll be responsible for

Client Relationship Management

• Act as the primary point of contact for day-to-day client interactions, collaborating with Global Client Partners across your portfolio.
• Build and maintain relationships with director and VP-level marketing stakeholders within the client and their agencies/partners, anticipating needs and driving satisfaction, loyalty, and renewals.

Driving Product Adoption & Value

• Lead onboarding, training, and workshops to maximize product value for clients and their partners.
• Serve as a product expert and first-line contact for non-support-related inquiries.

Strategic Consulting

• Provide recommendations to align client and company KPIs, solving challenges to enhance outcomes.

Retention & Growth

• Ensure client satisfaction and product adoption to maintain a Gross Revenue Retention (GRR) target of >95%.
• Monitor key metrics, report to senior management, and conduct regular client reviews.

Client Advocacy

• Collaborate with sales, marketing, operations, product, and engineering to deliver client solutions and relay feedback to align company priorities with client needs.
• Champion customer-centricity and stay informed on industry trends.

Who you are

• Data-driven problem solver
• Strong communicator and especially confident presenter with executive audiences
• Highly adaptable, detail-oriented, and resilient in high-pressure environments
• Strategic thinker who works both independently and collaboratively
• Exceptional at managing complex projects in a cross-functional setting
• Proficient Google Sheets/Excel and analytics tools
• Committed to fostering a positive company culture

Preferred Qualifications / Experience

• 4+ years of experience in an enterprise customer success / account management role
• Previous experience working in or with marketing, branding or advertising teams
• Previous experience at a SaaS company
• Previous experience at a start-up

The preferred qualifications are not dealbreakers! At CreativeX we encourage applicants of all backgrounds and identities to apply for roles that align with their own interests and career trajectory. If you see yourself in this role, we would love to see your application!

Total comp: $90k$100k base with a 15% performance bonus (USD)

What we offer

• Fully paid medical, dental, and vision (US) and Private medical insurance (UK)
• Generous time off + bank holidays
• Education budget to be used for individual learning experiences or grouped with your team for joint learning
• Annual subscription to Calm and Headspace for your mental wellbeing
• Monthly coaching to talk to a trained professional about career goals, relationships, and personal development
• Stock options as we believe that everyone should have a stake in the business
• 3-month full pay parenting leave for all employees who have been with the company for one (1) year
• Employee contributions to a 401(k) once they have completed their eligibility period

CreativeX provides equal employment opportunity for all applicants and employees.