Localytics | Customer Success Manager

Job Description

Job Description

Mission of the Role

Help Localytics’ enterprise customers drive great customer experiences across their apps. This means supporting their use of our analytics and messaging software to understand customer behavior, build world-class Lifecycle Marketing programs, and drive business outcomes. You will serve as a trusted strategic advisor, ensuring customers realize value quickly, expand their use of the platform, and advocate for Localytics internally and externally.

About Localytics

Our mission is to help brands build great customer experiences.

Localytics enables brands to understand their customers and engage them with timely, relevant experiences across mobile channels. Our platform combines deep customer insight with personalized messaging, giving teams the tools and services they need to make smarter decisions and communicate with customers in meaningful ways.

Our GTM teams work closely with customers to understand their goals, solve real problems, and drive measurable outcomes. You’ll collaborate across product, engineering, and leadership, own meaningful targets, and help shape how Localytics grows in the market.

Localytics is a lean, fast-growing company with an experienced leadership team and a culture that values integrity, ownership, and impact. No matter your role, you’ll have real responsibility, real influence, and the opportunity to build things that matter.

Requirements

What You’ll Do

Own the customer relationship end-to-end

• Make a positive impact on your customer’s lifecycle marketing programs
• Manage a portfolio of Enterprise and Mid-Market customers ($100k–$500k+ ACV), acting as the primary point of contact and trusted advisor.
• Build strong executive and day-to-day relationships across marketing, product, analytics, and engineering stakeholders.
• Develop, maintain, and execute strategic account plans aligned to customer business goals and Localytics value drivers.

Drive value, adoption, and outcomes

• Help customers deeply understand user behavior and engagement drivers using Localytics analytics.
• Guide customers in designing and executing best-in-class engagement marketing strategies, incorporating both experimentation and optimization tactics, to exceed client KPIs
• Proactively identify risks, usage gaps, and growth opportunities using data and customer signals.
• Connect the dots - and customers - to the right Localytics professional services and solutions architecture projects.

Retention, expansion, and advocacy

• Own renewals and partner closely with Sales on expansion opportunities by demonstrating value and identifying new use cases.
• Deliver strong logo retention and positive net revenue retention.
• Cultivate customer champions and references; support case studies, reviews, and advocacy programs.

Cross-functional leadership

• Partner closely with Product and Engineering to translate customer feedback (stated and unstated) into actionable insights and roadmap input.
• Collaborate with Support, Sales, Marketing, and Product to deliver a seamless customer experience.

Operational Excellence & Scale

• Identify opportunities to improve and document Customer Success processes, playbooks, and best practices.
• Contribute to scalable CS motions through experimentation, feedback, and iteration.
• Maintain accurate account health, activity tracking, and forecasting.

Outcomes You’ll Be Accountable For

• 100% logo retention across managed accounts
• Positive net revenue retention through renewals and expansion
• High product adoption and customer satisfaction
• Consistent execution of account plans tied to measurable customer outcomes
• Continuous improvement of Localytics’ Customer Success playbooks and processes

About You (Qualifications & Competencies)

Customer-first and outcome-oriented

• Proven success managing and growing Enterprise and/or Mid-Market SaaS customers, ideally in mobile, martech, or data-driven platforms.
• Demonstrated ability to understand customer goals, map solutions, and deliver measurable business impact.
• Strong empathy and a genuine desire to make customers successful.

Analytical and product-minded

• High comfort with data analysis, metrics, and storytelling with data.
• Ability to draw insights from customer data and translate them into clear recommendations.
• Strong conceptual understanding of software products and product development lifecycles.

Strategic communicator and collaborator

• Excellent written and verbal communication skills; able to distill complex concepts into clear, actionable guidance.
• Confident in engaging with stakeholders from practitioners to executives.
• Proven ability to lead through influence across teams, offices, and time zones.

Execution-focused and adaptable

• Strong project management skills; able to own problems end-to-end and drive resolution.
• Comfortable operating in ambiguity and fast-changing environments.
• Eager to learn, iterate, and help build scalable systems from the ground up.

Benefits

Compensation, benefits, and other details

• $130k - $170k OTE, commensurate with experience and capabilities
• Competitive equity package in the form of RSUs
• 401k, and competitive health benefits
• This role is based in Austin, TX or Boston, MA metropolitan areas
  

How We Work (Localytics Values)

• Thoughtful and action-oriented
• Clear, direct communication
• Analytical and data-driven
• Deeply customer-oriented
• Curious, adaptable, and eager to learn
• Trustworthy and accountable