Customer Success Manager, India Ads
6 days ago
At Spotify, we're passionate about creating a world where music and podcasts are accessible to everyone. As a Manager, Customer Success India, you'll play a critical role in driving our India Ads business forward.
What You'll Do- Collaborate with the Regional Head of Customer Success Management, APAC, to develop and execute strategies that meet and exceed the needs of our internal and external partners.
- Create and drive execution of world-class customer service for top brands and agencies in India.
- Directly manage a team of Customer Success Managers to support and drive revenue growth.
- Be an expert on all responsibilities, processes, and tools of the Customer Success Management role and a demonstrated leader of the CSM teams aligned to these verticals.
- Partner with Sales Leadership on key accounts, account planning, and QBRs, and act as an operational point of contact and escalation resource for clients and internal teams.
- Drive utilization of offshore resources, automation tools, and self-service platforms to focus CSM team on proactive, strategic work.
- Provide team guidance and coaching while delivering tailored solutions to client requests.
- Maintain and approve policy exception requests relating to Service Level Agreements, Compliance, Pricing, Makegoods, and more.
- Build a strong cross-functional network and conduct regular status meetings with leaders of these teams to maintain alignment that supports the business.
- Oversee completion of CSM team recurring tasks, including pipeline hygiene, campaign pacing, production tracking, and measurement outcomes.
- Assess staffing needs and lead the interviewing, hiring, and onboarding of talent.
- Identify needs and lead training for the CSM team, inclusive of role-specific, soft-skills, procedural, and developmental curriculum.
- Provide bi-annual development talks to your team and review and approve administrative tasks for each individual on your team.
- You have a Bachelor's degree or equivalent, preferably in Sales, Advertising, Marketing, or Business.
- You have a minimum of 10+ years of Digital Advertising Customer Success Management experience and 5+ years of management experience.
- You are a digital media leader and consultant with a proven track record of success.
- You have strong agency and industry relationships and a deep understanding of the advertising landscape and expertise in account planning, strategic planning, and media buying within Direct & Programmatic environments.
- You have experience running a team where Data & Insights drive the direction of the business.
- You have experience working in self-service or automated planning and buying tools.
- You have the ability to translate client requests for internal cross-functional teams.
- You are detail-oriented and find solutions for clients while improving internal processes.
- You are highly motivated, entrepreneurial, energetic, and willing to thrive in a high growth, fast-paced organization.
- You hold strong relationships with internal and external partner teams.
- You are an effective listener and transparent communicator with excellent problem-solving and negotiating skills.
- You are passionate about identifying and developing excellent customer service skills in others.
- You have experience working within CRMs, OMSs, ad servers, and other digital media tech systems and platforms, and are experienced in tools like Excel and PowerPoint.
- This role is based in either Mumbai or Delhi.
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