Customer Success Lead (Gaming)

About Blkbox.ai:

Blkbox.ai is a trailblazer in ad tech, revolutionizing the way brands connect with their audiences. Our AI-driven platform leverages cutting-edge technology to rapidly identify and optimize high-performing ads with precision and speed. Powered by a team of ex-Meta experts and advanced Large Language Model (LLM) technology, we are transforming digital marketing. As we continue to grow, we are looking for a dynamic and results-oriented Customer Success Manager to ensure our clients maximize the value of our platform.

Job Overview:

As a Customer Success Manager at Blkbox.ai, you will be the primary point of contact for our clients, ensuring they achieve their desired outcomes with our AI-powered ad tech platform. You will play a critical role in building strong relationships, driving customer satisfaction, and ensuring successful platform adoption. Your goal will be to ensure clients maximize their ROI by leveraging the full potential of our technology, helping them navigate the ever-evolving digital marketing landscape.

This is a key role that combines strategy, communication, and technical expertise to ensure our clients thrive, making you an integral part of their ongoing success with Blkbox.ai.

Key Responsibilities:

1. Client Relationship Management:

• Build and maintain strong, long-lasting relationships with clients, serving as their main point of contact for all platform-related needs.
• Act as a trusted advisor, understanding client goals and objectives, and aligning them with the capabilities of the Blkbox.ai platform.
• Drive customer satisfaction and engagement through regular touchpoints, check-ins, and strategic conversations to ensure clients are fully utilizing our technology to achieve their business goals.
• Advocate for clients within Blkbox.ai, collaborating closely with internal teams to address client feedback, troubleshoot issues, and implement solutions.

2. Onboarding & Platform Adoption:

• Lead the onboarding process for new clients, ensuring they understand the platform’s features and functionality, and helping them set up their accounts for success.
• Develop customized success plans for clients, outlining key milestones, goals, and success metrics tailored to their business needs.
• Provide product demonstrations, training, and best practice consultations to ensure smooth platform adoption and empower clients to maximize their ROI.

3. Retention & Growth:

• Proactively monitor client usage, performance, and overall satisfaction with the platform to identify potential risks and opportunities for improvement.
• Develop strategies to drive client retention, engagement, and renewal rates by addressing challenges, recommending solutions, and demonstrating the value of the Blkbox.ai platform.
• Identify and capitalize on opportunities to grow client accounts through upselling and cross-selling additional features and services.
• Collaborate with sales and product teams to identify expansion opportunities within existing client accounts and provide input on customer needs for future product development.

4. Data-Driven Insights & Reporting:

• Analyze client performance data to provide actionable insights and recommendations that improve their advertising strategies and outcomes.
• Generate and deliver regular reports to clients, highlighting key performance metrics, trends, and areas for optimization.
• Work closely with the product and engineering teams to relay client feedback, helping shape the future of the Blkbox.ai platform based on user needs and preferences.

5. Client Advocacy & Problem Resolution:

• Act as the voice of the customer within Blkbox.ai, advocating for their needs and ensuring their concerns are addressed in a timely manner.
• Coordinate with support and technical teams to resolve client issues, ensuring swift and effective solutions are implemented.
• Implement strategies to handle challenging situations and conflicts, turning potential churn into renewed customer loyalty.

Key Qualifications:

• Experience: 2+ years of experience in customer success, account management, or client-facing roles, within Gaming
• Industry Knowledge: Strong understanding of digital marketing, ad tech, and AI-driven platforms, with the ability to translate technical concepts into business value for clients. Knowledge on Meta and ads ecosystem & campaign management
• Customer Focus: Demonstrated ability to build and maintain strong relationships with clients, ensuring their needs are met and exceeded.
• Strategic Thinking: Proven track record of developing and executing strategies to drive client success, retention, and account growth.
• Communication Skills: Exceptional interpersonal and communication skills, both written and verbal, with the ability to present complex information clearly to clients at all levels.
• Analytical Ability: Strong analytical skills, with the ability to analyze client data, identify trends, and provide actionable recommendations.
• Problem Solving: Proactive, solution-oriented mindset with the ability to troubleshoot client challenges and deliver swift resolutions.
• Education: Bachelor’s degree in Business, Marketing, or a related field is preferred.