Customer Success Manager, US

We are looking for an amazing Customer Success Manager to join our second-stage rocket ship! 🚀

As a Customer Success Manager, you’ll play a key role in developing a positive customer experience by building long-lasting relationships and supporting brand loyalty. 

You’ll own a portfolio of accounts—guiding customers from onboarding through full adoption, driving renewals, and supporting upsells, while developing a deep understanding of their business challenges and goals to serve as a trusted advisor.

This position will report to the Customer Success, AMER Team Manager.

Your mission:

1. Ensure North American-based customers' satisfaction with AppTweak’s platform & services:

• Serve as the primary point of contact for a portfolio of customers, owning engagement and retention

• Provide best-in-class onboarding, training, analytics, insights, and best practices to empower customers

• Establish relationships with customers by conducting regular calls, guiding conversations to drive platform adoption and usage

• Act as a subject matter expert in app store optimization, Apple Ads campaign management, AI visibility, and other mobile-related areas

• Build a strong ASO, Apple Ads, & AI visibility community based in North America by promoting and advocating AppTweak during mobile events and conferences
  
  

2. Cross-Functional Collaboration:

• Collaborate with the Product team: make sure that the latest customer improvement requests are transferred, continuously work on improving our products and services

• Collaborate with the ASO, Apple Ads, & AI Visibility Expert team:  to make sure the projects delivered are matching your client’s expectations

• Work hand in hand with the Sales and Marketing teams to ensure a smooth customer experience from the very beginning of their journey

Must-have:

• Bachelor's degree in Business, Communication, Marketing, Sales or any relevant field

• 2 years of experience in a CSM role, with a strong foundation leading meetings such as a qualification and/or discovery, asking insightful questions to provide solutions and value

• Eager to expand on customer retention skills

• Excellent client comprehension and empathy: you enjoy listening to others, and building long-term relationships. You can easily put yourself in the shoes of others

• Strong entrepreneurial mindset; you're hands-on and autonomous. You find creative solutions to problems in a fast-moving environment

• Highly organized: you already have experience of leading projects including multiple stakeholders

• Data-driven: data doesn’t scare you, you enjoy analyzing data and drawing actionable conclusions from it

• Team player: you enjoy working with others. You have a proactive attitude and you like to make things move forward

• Brilliant communication skills (written & verbal) both with customers and within an organization

• Strong interest in new technologies, you are willing to build your expertise in ASO in order to help companies grow their business

Nice-to-have:

• Former experience in a SaaS company is a strong plus

• Interest in the mobile app industry

• Knowledge in CRM software (particularly Hubspot) and MS Office (particularly MS Excel) is appreciated

What’s in it for you:

• Flexibility in your work and opportunities for continuous learning and creative thinking

• Supportive and collaborative environment focused on personal growth

• Hybrid office/work-from-home policy with $400 to furnish your home office

• Competitive compensation package

• 25 days of PTO on top of public holidays and sick days

• 401K and healthcare benefits including vision and dental

• 16 weeks of compensation during maternity leave

• 1 volunteering day every quarter 

• An exciting and fast-growing company with a people-first culture. “Diversity” and “work-life balance” are not just buzzwords at AppTweak

An inspiring environment: 

• Chance to connect with a variety of high-profile apps and games across different industries

• Yearly company-wide team building in Europe to meet your colleagues from all over the world

• A diverse team within a flat hierarchy: altogether, we speak more than 15 languages

• A combination of personal and company growth to accelerate your career and help you reach your goals

• Regular general team meetings and demo days to make sure everyone is aligned with AppTweak's growth path

*Please note that the salary advertised applies to applicants based in California. Compensation offered to candidates based in other states may differ.
*You must have valid U.S. work authorization to be eligible for this position.

Who are we?

AppTweak is an App Store Marketing & Intelligence Platform driven by data science, enabling mobile leaders to optimize their app’s organic and paid performance in the app stores. 

In April 2021, AppTweak raised a $22 million investment in series B funding.

AppTweak stands out as the industry's most comprehensive platform, providing ASO Intelligence, Apple Ads Campaign Management (we are official Apple Ads partner), App Store Review & Reputation Management, and Market Intelligence. 

We empower app marketers with tools, data, and managed services to make more informed decisions and stay ahead of the competition. 

At the core of AppTweak is Atlas AI, our proprietary deep-learning language model trained on app store data since 2014. This technology, combined with unparalleled support, makes AppTweak the trusted partner for mobile leaders such as Uber, Zynga, and The North Face.

Launched in 2014, AppTweak has grown to a team of more than 120+ people with offices in Brussels, San Francisco, Tokyo, Seoul, Bengaluru, Beijing and London. We’re gearing up for growth and are looking for ambitious individuals to join our team!