Mediatool

Customer Success Manager

• Serve as the main point of contact and trusted advisor for clients
• Learn clients' business goals and challenges
• Create and follow through on client success plans
• Hold regular business reviews to track progress and identify growth opportunities
• Identify opportunities to expand and upsell
• Help clients adopt and maximize the platform
• Run and coordinate trainings with the Customer Success team
• Share best practices, market trends, and recommendations
• Monitor customer health and act early to prevent churn
• Own escalations and coordinate cross-team resolution
• Represent client perspectives internally and advocate for their needs
• Contribute to improving Customer Success processes
• Work with Information Security and Privacy teams on client data protection requirements
• Guide clients on security best practices and GDPR and CCPA privacy regulations
• Communicate security updates and manage client account access and permissions
• Report to the VP Customer Success and collaborate with Customer Success, Sales, Product, Support, and Information Security teams

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