Customer Success Manager; Tech

We are looking for a Customer Success Manager (Tech) to act as the primary client-facing point of contact for the implementation, adoption, and success of Tag’s technology solutions. This role is critical to onboarding clients, managing relationships, and ensuring that our tech is delivering measurable value. You’ll work closely with internal product, engineering, and delivery teams while representing the client’s voice across implementation, optimization, and ongoing innovation.

About the Role

This role is critical to onboarding clients, managing relationships, and ensuring that our tech is delivering measurable value.

Responsibilities

• Provide pre-sales and post-sales technical support, including product demonstrations and training.
• Act as the primary client contact for tech onboarding, implementation, and post-launch support.
• Conduct comprehensive discovery sessions to gather detailed requirements and identify opportunities for technology solutions.
• Manage ongoing client relationships, ensuring alignment, satisfaction, and consistent value delivery.
• Document workflows, use cases, and decisions, maintaining a clear record of progress and change.
• Track and manage customer success KPIs including adoption, engagement, satisfaction, and retention.
• Utilize Kapta or similar Customer Success Platforms to manage customer engagement, track opportunities, and monitor account health.
• Collect and analyze feedback to inform product improvements and escalate critical issues.
• Facilitate user training, onboarding, and knowledge transfer sessions.
• Support regular business reviews, providing performance insights and identifying optimization opportunities.
• Collaborate cross-functionally with product, engineering, sales, and solutions teams to support customer needs and align on roadmaps.
• Identify opportunities for upsell, cross-sell, and innovation that align with client goals.
• Serve as a trusted advisor, providing strategic guidance on best practices and digital transformation.

Qualifications

• Bachelor’s degree in Business, Marketing, IT, or a related field.
• 4+ years of experience in customer success, solutions consulting, or project management within SaaS, Martech, or digital delivery environments.
• Strong understanding of marketing platforms, DAM, CMS, CRM, analytics, and content personalization tools.
• Exceptional communication and stakeholder management skills, able to simplify technical concepts for diverse audiences.
• Experience managing client feedback loops and translating insights into product or service improvements.
• Comfortable leading training sessions and creating clear client-facing documentation.
• Skilled in managing multiple priorities in a fast-paced, client-first environment.
• Familiarity with tools like Kapta or other Customer Success Platforms is a plus.

Required Skills

• Strong understanding of marketing platforms, DAM, CMS, CRM, analytics, and content personalization tools.
• Exceptional communication and stakeholder management skills.
• Experience managing client feedback loops.
• Comfortable leading training sessions.
• Skilled in managing multiple priorities.

Preferred Skills

• Familiarity with tools like Kapta or other Customer Success Platforms.

• Seniority level
  
  Mid-Senior level

• Employment type
  
  Full-time

• Job function Marketing
• Industries Advertising Services and Marketing Services

Referrals increase your chances of interviewing at Tag by 2x

Medical insurance

Vision insurance

401(k)

Paid paternity leave

Paid maternity leave

Child care support

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