Customer Success Manager

About This Role

As a Customer Success Manager at Monetate, you’ll drive customer retention, loyalty, and satisfaction by delivering exceptional value through our solutions. You’ll manage multiple accounts, act as a trusted advisor, and collaborate cross-functionally with sales, services, and support teams to ensure customers maximize the platform’s impact. Success in this role is defined by high customer satisfaction, retention rates, effective communication, and increased adoption through strategic guidance and expansion opportunities.

Come Work for Monetate

At Monetate, we’re shaping the future of digital experiences. As the leading personalization platform, we empower global brands to deliver tailored interactions that drive loyalty and growth. We offer 1:1 personalization at scale, leveraging real-time behavioral and contextual data across web, mobile, email, and in-store channels. Join our fully remote, global team of innovative professionals and help us redefine personalization and experimentation. Visit www.monetate.com to learn more.

What You’ll Do

• Serve as a trusted advisor, fostering strong customer relationships to drive retention, loyalty, and satisfaction.
• Engage with customer stakeholders to define, track, and measure the value and impact of Monetate solutions.
• Own key customer milestones, including Quarterly Business Reviews, to align on goals and outcomes.
• Manage the customer renewal process, identify expansion opportunities, and partner with sales on upsells.
• Develop retention and success plans for customers, monitoring customer health proactively.
• Collaborate with internal teams to resolve complex technical issues and advocate for customer needs.
• Provide feedback to the Product Team to enhance platform offerings.
• Generate leads and drive adoption of new solutions.

What You’ll Need

Experience

• 3+ years in customer success management, account management, or a closely related role.
• Proven experience building relationships with stakeholders across large enterprises.
• Experience in SaaS, eCommerce, consulting, or IT industries.

Knowledge/Skills/Abilities

• Strong presentation skills, with experience addressing executive-level audiences.
• Excellent interpersonal and communication skills.
• Superior project management and organizational abilities.
• Ability to work independently and collaboratively in a team environment.
• Skill in translating technical product knowledge into customer-focused solutions.
• Ability to develop and convert strategic plans into actionable business tactics.
• Critical thinking and problem-solving capabilities.

Bonus

• Experience with experimentation or personalization tools, marketing agency background, and proven success in growing adoption and preventing churn.
• Experience functioning as a subject-matter or vertical expert in previous roles.

Requirements

• Must be based in South Africa, preferably in or near a major metro area such as Johannesburg, Cape Town, Durban, or Pretoria.
• Must maintain a stable and reliable internet connection with speeds of at least 50 Mbps to ensure optimal performance in a remote work environment.
• Must be available to provide services during US or European business hours, as agreed in the service contract.
• Must be able to obtain an international passport and be open to occasional travel (Monetate may provide guidance on the passport application process if needed).
• Must operate as a registered independent contractor in compliance with Philippine laws.

Engagement Terms

• This role has no direct reports.
• The contractor will have autonomy to determine the methods, processes, and schedule for completing deliverables, subject to agreed-upon project milestones and deadlines.
• Compensation will be based on a fixed fee or hourly rate for services rendered, as outlined in the service agreement.
• The contractor is responsible for managing their own taxes, insurance, and compliance with local regulations.

Why Monetate?

• Opportunity to work with a global leader in personalization, collaborating with innovative professionals.
• Access to customized training resources to enhance your expertise in customer success, personalization and experimentation.
• Opportunity to contribute to meaningful digital experiences for global brands.

How to Apply

To express interest in this opportunity, please submit your proposal, including your qualifications, relevant experience, and proposed approach to delivering customer success services, to recruiting@monetate.com. For more information about Monetate, visit www.monetate.com.

Monetate, Inc. is an equal opportunity company. We prohibit discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.