Customer Success Manager

About Us
Antavo is a rapidly growing VC-backed scale‑up that is disrupting the loyalty management market through its innovative omnichannel technologies. We are recognized by Gartner and Forrester as a leading pure‑play loyalty management platform.

The Antavo Team is a passionate, dynamic, innovative and fun‑loving professional team. From consultative sales people, savvy marketers to tech whizzes, we have a diverse team of talented individuals with one unified focus – our customers. Customers are at the heart of everything we do and we pride ourselves in always taking an innovative, customer‑centric approach in creating the right experiences, products and content for them.

With big dreams and a grand mission, we’re looking for great like‑minded people to join us – people who are as passionate, fearless and entrepreneurial.

HI THERE, I’m Sara Arecco

Head of Customer Success here at Antavo

I’m looking forward to working with you!

A CSM at Antavo is the champion of our customers, they are responsible for providing the support required to our customers to make the most of Antavo’s products & services so that Antavo can drive commercial success from the relationships with our customers.

• Product Advocacy:
  Act as a bridge between your customers and the Antavo product team, understanding the product capabilities for application by your customers and promoting customer requirements into the product roadmap
• Support Advocacy:
  Establish an awareness of your customer’s needs and priorities in the product support team, act as escalation point for customer support issues
• Voice of the Customer:
  Collecting and aggregating customer feedback for internal communications, building awareness for your customer’s situation within the organisation

• Escalation Point:
  Working with Customer Support, Professional services & Engineering teams to ensure your customer’s incidents are solved and projects are delivered successfully
• Organising Projects:
  Identify and mobilise the right Antavo resources to support your customer’s loyalty requirements – training, change requests, configurations

• Feature Champion:
  Proactively identify opportunities for your customers to benefit from additional product features, existing or upcoming
• Performance Analyst:
  Helping your customers to improve the performance of their loyalty program by creating insight from the program’s performance data and sharing it with your customer

• Account Expansion:
  Driving the client towards adoption of additional services, identifying opportunities for growth inside of your customer’s organisation (new countries, new brands)
• Advocacy:
  Working with your customer’s to unlock opportunities for promotion of Antvao through references, joint content creation and direct referrals

We are looking for a confident & motivated individual that can independently drive the above mentioned objectives utilizing the support from your direct colleagues and the wider team at Antavo.

• Experienced: 1‑3 years of relevant experience in managing & growing a customer account, ideally in a marketing or technology environment.
• Expert:
  Good understanding of best practices in Retail Marketing, specifically CRM or Customer Loyalty
• Independent:
  Self‑motivated, proactively driving success, choosing to take ownership of successful delivery of objectives
• Influencer:
  Excellent communicator across the full spectrum of hierarchies and roles, able to translate between technical & non‑technical teams and to communicate a customer’s pain to the relevant internal stakeholders
• Organised:
  Ability to prioritise and coordinate multiple customers, projects & requests in a structured and reliable manner and to keep your ad‑hoc teams organised and on target
• Commercial:
  Identifying commercial opportunities and risks for Antavo, successful negotiator who remains confident in pressure situations, executing plans against opposition
• Creative:
  Problem‑solver with an appetite for data, passionate to identify new ways or adapt old ways to achieve positive outcomes, curious to understand the root cause of everything
• Native or fluent English is required