Customer Success Manager

Insense, a partner of Meta and TikTok, is a platform that helps brands work with creators. We connect companies with more than 68,500 trusted creators in 35+ countries, mainly in the U.S. Through Insense, brands can easily make content, run influencer campaigns, and grow their business. Today, over 2,000 mid-sized brands already use Insense to power their creator marketing. Creators are shaping the future of marketing and driving real business impact. Join the economy that’s transforming how brands grow, we’d love for you to be part of this journey! Founded in 2016, we are a remote-first company of 40+ people from 13+ countries. About the role As a Customer Success Manager at Insense, you will ensure our clients achieve their goals using our platform. Your tasks will include providing excellent onboarding, maintaining ongoing client relationships, and offering proactive support. You will work directly with clients to understand their needs, advocate for their success, and contribute to continuous product improvements. 📍This role is open to anyone based in Americas Time Zone ⏰ You must be available every working day between 9 am and 6 pm EST. Who we are looking for Required: 4+ years of customer success (or similar roles) experience in SaaS or marketing, with a proven track record of managing client relationships and delivering business impact Familiar with GSuite, Hubspot, Notion, JIRA, or similar software Highly skilled in English communication, both spoken and written Experience in identifying, tracking, and resolving issues, with a commitment to exceptional customer service and communication Organized and detail-oriented, capable of managing multiple projects simultaneously while maintaining high standards and accuracy Customer-centric with a proactive approach to anticipating client needs, addressing issues before they escalate, and focusing on continuous improvement Bonus points: Basic knowledge of digital marketing, influencer marketing and social advertising (Facebook, Instagram, TikTok) Experience tracking and reporting on KPIs for customer success, satisfaction, and retention, with the ability to use data to drive decision-making and strategy

Responsibilities

Act as the main point of contact for clients to deliver exceptional customer experience and ensure they get the most value out of the platform Become a specialist in the Insense platform and paid social advertising, in general, to be able to continuously solve problems for customers and provide best practices and consultative advice Build and foster strong relationships with our clients Own client communication in different channels, proactively outreach accounts, and offer support and solutions based on their needs Support the running of internal client activation campaigns Recommend growth opportunities based on data, new product features, and market trends to our client base Track accounts to identify churn risk and work proactively to eliminate that risk Act as a partner of the Customer Experience Team, supporting our daily customer operations tasks, back-office, and projects Be the voice of customers to inform our internal teams Collaborate effectively across functions including Sales, Marketing, Product, and Engineering Manage client campaigns along with the Creator Growth team — create tasks, follow up, and ensure campaign goals are met What we offer Forever remote role 💻 Work from anywhere role 📍 Salary in USD commensurate with your experience and location 💰 15 days of paid time off, plus US holidays (Get one extra day for each year with us.)🏖 Team retreats around the world. Sneak peek, check out our past off-sites here🌴 International exposure to global clients and employees in AMER + EMEA 🌎 This role is open to anyone based in LATAM under a contractor agreement, meaning you will work as an independent contractor and manage your own taxes and local contributions according to your country’s regulations. Kindly select the “Worldwide” option in case your location is not listed. Please note we use a third-party payment provider that does not operate in the following locations: Afghanistan, Belarus, Crimea (Ukraine), Cuba, Democratic Republic of Congo, Donetsk People’s Republic (Ukraine), Iran, Iraq, Kherson Oblast (Ukraine), Libya, Luhansk People’s Republic (Ukraine), Myanmar, North Korea, Russia, Somalia, South Sudan, Sudan, Syria, Venezuela, Yemen, and Zaporizhzhia Oblast (Ukraine).