Customer Success Manager, India Ads

6 days ago

Mumbai, Maharashtra, India Spotify Full time

About the Role

We are seeking a highly experienced and skilled Customer Success Manager to lead our India Ads business. As a key member of our Sales team, you will be responsible for driving revenue growth and delivering exceptional customer experiences.

Key Responsibilities

  • Collaborate with the Regional Head of Customer Success Management, APAC, to develop and execute strategies that meet and exceed customer needs and expectations.
  • Create and drive execution of customer service strategies for top brands and agencies.
  • 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 account needs, account planning exercises, 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; review and approve administrative tasks for each individual on your team.

About You

We are looking for a highly experienced and skilled professional with a minimum of 10+ years of Digital Advertising Customer Success Management experience and 5+ years of management experience. You should have a deep understanding of the advertising landscape and expertise in account planning, strategic planning, and media buying within Direct & Programmatic environments.

You should be a digital media leader and consultant with a proven track record of success, strong agency and industry relationships, and the ability to gracefully translate client requests for internal cross-functional teams. You should be detail-oriented, find solutions for clients while improving internal processes, and be highly motivated, entrepreneurial, energetic, and willing to thrive in a high growth, fast-paced organization.

What We Offer

As a Customer Success Manager at Spotify, you will have the opportunity to work with a talented team, drive revenue growth, and deliver exceptional customer experiences. You will also have access to a comprehensive platform, automation tools, and self-service platforms to support your work.

Where You'll Be

This role is based in either Mumbai or Delhi.

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