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Customer Success Manager EMEA


Permutive / London / Client Services & Strategy
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Job Overview

We are looking for a talented Customer Success Manager with a positive, problem-solving attitude to join our rapidly growing team in EMEA. We’d love to hear from you if you’re a Customer Success Manager with SaaS experience looking for your next opportunity, or you’re someone coming from an adtech customer-facing background looking to move into SaaS Customer Success. You’ll be joining a supportive environment where you’ll be able to lean into your strengths and experience while developing in new areas.

At Permutive we've built a product that uses edge processing to segment and understand users while prioritising their privacy. We're currently working with some of the world's leading publishers in Europe and the US to help them deliver relevant advertising in real-time across their web and mobile properties. As part of our CS team, you'll work closely with sales directors, solution architects, and our product team. You'll have the opportunity to influence our product roadmap based on the deep insight you gain of what our customers really need.

About the team...

You'll be joining a talented, diverse customer success team that is predominantly based in London and NYC. We're focused on ensuring our customers are able to meet their organisations' strategic goals while also helping us to achieve world-class NPS and net revenue retention. We're a forward-thinking, collaborative team that cares deeply about our customers' businesses. We'd love for you to help us shape best practices within the team, from how we run executive business reviews to how we hire your peers and more. You'll also have the opportunity to learn from others across the company.

As a CSM at Permutive, you'll be responsible for...

  • Proactively managing 10-15 customer accounts within our mid-market tier (generally totaling $2m in annual revenue).
  • Building strategic relationships with senior client stakeholders: understanding their priorities and business objectives, and helping them to achieve these through using our product.
  • Leading the customer onboarding process to minimise time to value, enabling customers to see a quick return on their investment.
  • Building our clients into champions and advocates, including identifying opportunities for case studies and collaborative webinars.
  • Delving deep into the industry we operate in; learning about industry-wide developments around privacy, advertising, and publishing, and how these relate to our clients' businesses.
  • Thinking about how we can add more value to our customers’ businesses, either individually or as a company.
  • Being an internal advocate for what our customers need: ensuring their feedback is heard and acted on by teams across the company from Product to Support to Sales.

You'd be perfect for this role if you have..

  • Experience in a Customer Success role in a SaaS Company where you have owned a book of business and revenue.
  • Or, experience in a customer-facing role in an adtech company, for example in Account Management, Sales, or Support.
  • A positive, warm, and customer-first attitude to your work; you’re passionate about providing customer satisfaction and happiness.
  • A helpful, team-first attitude

We'd be particularly excited if you have...

  • Experience as a CSM for an adtech or martech organisation.
  • Experience partnering with clients developing best practices and playbooks: from strategic account plans to QBR processes to accelerating onboarding.
  • Verbal and written business proficiency in Spanish, French, or Italian.

Compensation...

If you have the experience we are looking for, we would likely pay a base salary of £60,000. If you hit several of our bonus criteria, for example, you have been a Customer Success Manager in adtech, we'd pay up to around £67,500.

Compensating success...

We measure success in this role based on Net Dollar Retention at a team level and the bonus we pay is tied to an overarching objective of revenue growth. If you were to join us on a basic salary of £60,000 and were to hit your objectives, your bonus would equate to around £15,000. The bonus is uncapped, so there is unlimited upside potential.

Benefits

  • Stock options
  • Parental Leave Policy entitling new parents up to 26 weeks of leave on full pay
  • Everyone has an annual learning budget of £2,400 which we encourage you to use to level up
  • Time to rest and relax with unlimited paid leave (minimum expectation of 25 days annually)
  • Extensive training and development opportunities
  • Cycle to work scheme
  • Automatic enrolment into our pension scheme from day one

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Permutive Overview

Permutive is the only publisher data platform built on edge computing. We enable publishers to increase their data driven advertising revenue and make revenue diversification a reality, whilst keeping user privacy at the heart of our technology. Some of our customers include BuzzFeed, Business Insider, The Economist, Condé Nast International, Immediate Media and Burda Forward

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