Senior 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 10000 technology partners to create better more meaningful customer relationships.

Were looking for a Senior Customer Success Manager to join our New York City or San Francisco offices and support a portfolio of Enterprise customers in North America. This is a high-ownership role focused on driving measurable customer value retention and growth through product adoption technical solution design and partnership with sales.

As a Senior CSM you act as both a strategic advisor and a technical partner to your customers translating complex business objectives into actionable technical roadmaps and product adoption plans. Youll work at the intersection of customer strategy and technical execution leading solution design driving implementation planning and ensuring customers realize the full value of AppsFlyers platform. Youll also contribute to the success of the broader Customer Success team. Our CS culture is customerobsessed and resultsdriven. We coach for impact operate with rigor and influence at scale across Sales Product and Marketing.

What Youll Do:

• Client Value Realization: drive customer outcomes and product adoption across your portfolio of customers. Partner with Sales to mitigate client risk and run expansion motions across strategic Enterprise customer segments leading to improved Gross Revenue Retention and Net Revenue Retention.
• Ability to travel 33% onsite to customers and key internal onsites.
• Co-own the post-sales relationship in conjunction with your sales partner for a portfolio of customers focused in North America to drive retention and growth.
• Lead onboarding training and enablement sessions translating complex AppsFlyer products and data concepts into clear actionable outcomes for customers.
• Develop and maintain long-term technical roadmaps for your accounts by translating client business objectives into key project deliverables technical milestones and product adoption plans to ensure clearly defined requirements and timelines aligned with key technical stakeholders.
• Lead solution design for complex customer use cases including scoping custom integrations and product configurations in collaboration with Product and Engineering teams to drive measurable value realization.
• Conduct regular check-ins usage reviews and strategic syncs to ensure engagement and satisfaction.
• Run Executive Business Reviews (EBRs) with senior and technical customer stakeholders to showcase impact and align on goals; leverage effective data storytelling to communicate AppsFlyer value
• Act as a growth partner by understanding customers business goals and analyzing customer data to surface insights identify mutual growth opportunities and recommend optimizations to drive measurable value realization.
• Capture feedback and work closely with Product R&D and Support teams to drive improvements. Influence the product roadmap through data-backed client use cases and direct collaboration with Product Strategy and Product Team Leaders.
• Actively support renewal conversations and identify opportunities for feature adoption or account -identify Customer Success Qualified Leads (CSQLs) and partner with AMs on follow-through.
• Lead customer issue management by proactively identifying risks coordinating cross-functional resources and driving issues through to resolution. Create red flag action plans and collaborate with cross-functional teams to improve customer value realization.
• Collaborate with internal teams including Sales Product Support and Solutions Architecture to deliver customer outcomes.
• Act as a mentor and force-multiplier for other CSMs by sharing best practices hosting internal trainings coaching new hires and contributing to team initiatives.

What you have:

• 7 years of experience in Customer Success Technical Account Management Solutions Engineering or a technical client-facing SaaS role ideally in mobile ad tech or martech.
• Proven ability to manage complex customer relationships and influence retention and growth outcomes with a strong track record of building and executing technical roadmaps and project plans.
• Strong communication skills with executive technical and business audiences including the ability to translate technical concepts into business value and deliver effective data storytelling.
• Act as an analytical thinker. Comfortable working with data and turning insights into action. Hands-on experience with data analysis and business intelligence tools (e.g. SQL Athena BigQuery Looker or similar) to extract insights diagnose issues and communicate business impact.
• Experienced in leveraging discovery frameworks to qualify and validate customer problems to properly scope design guide and deliver on technical solutions including complex integrations product troubleshooting and custom implementations in partnership with Product and Engineering teams.
• Proactive and solutions-driven with high autonomy ownership and ability to operate in ambiguity.
• Comfortable working in a fast-paced multicultural and evolving environment.
• Demonstrated ability to leverage AI tools (e.g. ChatGPT Claude) to drive efficiency and scale across customer-facing workflows from account research and data synthesis to communication and strategic planning.

Bonus Qualifications:

• Industry experience within SaaS marketing / remarketing technologies attribution data integrations and/or digital advertising in a mobile and/or omnichannel ecosystem.
• Proficiency in at least one programming or scripting language (e.g. Python JavaScript SQL) and experience with SDK and APIs.
• Experience leading product beta programs co-designing with product teams and developing repeatable playbooks for product rollouts.
  
  

This role is based in our San Francisco office and requires in-office presence of a three days per week.

For our US-based candidates the expected On Target Earnings (OTE) range from $165000 to $180000 (including bonus or commission). The offer varies on many factors including market location job-related knowledge skills experience interview results references etc.

Position number - 2814

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 Kaniel CEO