About Media Happi
At Media Happi, we empower media professionals with transformative SaaS solutions that push the boundaries of innovation. To ensure our clients not only use our products but maximize their potential, we are looking for a passionate and proactive Customer Success Manager to join our team. This role will be pivotal in building long-term client relationships, driving adoption, and ensuring client success and satisfaction.

Job Overview – Championing Client Success
As a Customer Success Manager at Media Happi, you will be the key link between our clients and our products, ensuring they gain maximum value from our solutions. You will focus on understanding client needs, guiding them through their journey with our products, and maintaining a high level of client satisfaction and retention. This role demands an individual who is strategic, empathetic, and driven by client success.

Core Responsibilities – What You’ll Do Daily:

• Client Onboarding: Lead comprehensive onboarding processes to help new clients become familiar with and successfully use our products.
• Account Management: Serve as the primary point of contact for a portfolio of clients, ensuring consistent communication and satisfaction.
• Product Training: Conduct training sessions and create educational materials that empower clients to use our products effectively.
• Performance Monitoring: Track client product usage and proactively address areas for improvement.
• Feedback Loop: Collect and communicate client feedback to internal teams for product improvements and new feature development.

Daily Challenges – Your Routine Tasks:

• Respond to client inquiries and troubleshoot product issues in a timely manner.
• Conduct regular check-in calls and meetings with clients to maintain strong relationships.
• Collaborate with the support and product teams to resolve complex client issues.
• Monitor key metrics like client engagement, adoption rates, and satisfaction scores.
• Manage renewals and identify upsell opportunities to drive additional revenue.

Advanced Duties – How You’ll Elevate Media Happi:

• Client Advocacy: Act as the client advocate within Media Happi, ensuring their voice influences product development and company strategies.
• Retention Strategy: Develop and implement strategies that minimize churn and increase client retention.
• Upsell Initiatives: Collaborate with the sales team to identify and pursue upsell opportunities.
• Success Plans: Create tailored success plans for high-value clients, outlining their goals, KPIs, and roadmaps.
• Industry Expertise: Stay informed on industry trends to provide clients with best practices and strategies that align with their goals.

The Vision – Ultimate Goals of This Role:

• Ensure a seamless and value-driven client journey from onboarding to renewal.
• Foster long-term partnerships that enhance client retention and satisfaction.
• Position Media Happi as an essential partner in the success of media professionals and companies.

The Ideal Candidate – You Are Someone Who:

• Is Client-Focused: You thrive on building relationships and understand that client success is at the heart of company growth.
• Is Proactive: You anticipate client needs and address them before they become issues.
• Is a Great Communicator: You can articulate complex concepts in simple terms.
• Is Adaptable: You are comfortable navigating changing client needs and company priorities.

The Characteristics We Value:

• Empathetic: You listen to understand and ensure client concerns are addressed.
• Analytical: You use data to inform decisions and improve strategies.
• Collaborative: You work well with different teams to achieve mutual goals.
• Solution-Oriented: You find creative ways to solve client challenges.

Qualifications & Requirements:

• Educational Background: Bachelor’s degree in Business, Communications, Marketing, or a related field.
• Experience: 5+ years in customer success, account management, or related roles, preferably in SaaS or tech.
• Technical Skills: Familiarity with CRM systems and customer success tools (e.g., Salesforce, Gainsight).
• Communication Skills: Strong written and verbal communication abilities.
• Project Management: Experience managing multiple clients and tasks simultaneously.
• Problem-Solving Skills: Ability to approach challenges strategically and offer practical solutions.

Investment & Equity Opportunities: Competitive compensation and equity options are offered, aligning your success with the company’s growth.

Join Media Happi – Champion Our Clients’ Success: Be an advocate, guide, and partner for our clients as they navigate their journey with Media Happi. Help us create impactful experiences that set the industry standard for excellence.

EEO Statement: Media Happi, Inc. is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to building an inclusive environment for all employees.