Customer Success Manager – TapClicks

Position Summary

TapClicks is seeking a highly motivated Customer Success Manager (CSM) to build and maintain strong relationships with our customers, ensuring they achieve maximum value from our platform. The CSM serves as a trusted advisor, helping customers optimize their use of TapClicks solutions while driving product adoption, customer satisfaction, retention, and growth.

The ideal candidate is customer-focused, consultative, data-driven, and passionate about helping marketing organizations succeed through technology.

Key Responsibilities

Customer Relationship Management

• Serve as the primary point of contact for a portfolio of customers throughout their lifecycle.
• Develop trusted advisor relationships with key stakeholders and executive sponsors.
• Conduct regular business reviews to align customer goals with platform capabilities.
• Understand customer business objectives, challenges, and success metrics.

Customer Adoption & Success

• Drive product adoption and utilization through strategic guidance and best practices.
• Develop success plans that support customer goals and desired outcomes.
• Monitor customer health indicators and proactively identify opportunities and risks.
• Ensure customers are maximizing the value of TapClicks products and services.

Retention & Growth

• Partner with Account Management and Sales teams to identify expansion and upsell opportunities.
• Support customer renewal efforts by demonstrating ROI and business impact.
• Reduce churn by proactively addressing concerns and mitigating risks.
• Maintain high customer retention and satisfaction scores.

Cross-Functional Collaboration

• Collaborate with Product, Support, Professional Services, and Sales teams to advocate for customer needs.
• Escalate and coordinate resolution of customer issues when necessary.
• Provide customer feedback to internal teams to influence product improvements and roadmap priorities.

Performance & Reporting

• Track customer engagement, adoption metrics, and account health.
• Maintain accurate customer records and activity updates within CRM systems.
• Report on customer outcomes, risks, and opportunities to leadership.

Qualifications

Required

• Bachelor’s degree in Business, Marketing, Communications, or related field, or equivalent experience.
• 3+ years of Customer Success, Account Management, Client Services, or related experience within a SaaS environment.
• Experience managing multiple customer accounts and stakeholder relationships.
• Strong communication, presentation, and relationship-building skills.
• Demonstrated ability to drive customer adoption, retention, and satisfaction.
• Excellent problem-solving and project management abilities.
• Experience using CRM and customer success platforms such as Salesforce, Gainsight, HubSpot, or similar tools.

Preferred

• Experience in marketing technology (MarTech), advertising technology (AdTech), digital marketing, or agency environments.
• Familiarity with marketing analytics, reporting, dashboards, and data visualization platforms.
• Experience conducting executive business reviews and strategic account planning.
• Knowledge of digital advertising ecosystems and marketing performance metrics.

Success Metrics

• Customer retention and renewal rates
• Product adoption and platform utilization
• Customer Satisfaction (CSAT) and Net Promoter Score (NPS)
• Expansion and upsell contribution
• Customer health and engagement metrics
• Time-to-value and customer outcome achievement

What You’ll Bring

• A customer-first mindset and passion for delivering exceptional experiences.
• Strong business acumen and consultative skills.
• Ability to translate complex technical concepts into business value.
• A proactive, solution-oriented approach to customer engagement.
• Enthusiasm for working in a fast-paced, high-growth technology environment.

Why Join TapClicks?

• Opportunity to work with leading marketing organizations and agencies.
• Collaborative and innovative company culture.
• Career growth within a rapidly evolving SaaS and MarTech industry.
• Competitive compensation and benefits package.
• Chance to directly influence customer success and business outcomes.

About TapClicks

TapClicks is the leading marketing operations platform that unifies marketing data, workflow management, reporting, analytics, and artificial intelligence into a single solution. Thousands of agencies, media companies, brands, and marketing organizations rely on TapClicks to automate operations, improve efficiency, and drive measurable business outcomes.