Senior Customer Success Manager

The purpose of this role is to ensure the success of Humanz customers by either designing, planning , and managing influencer marketing campaigns from concept to finish via the Humanz technology platform; as well as onboarding new clients & ensuring their successful usage of the Humanz technology platform. This role also has a commercial focus, ensuring your clients spend their allocated budget within the designated time frame.

The role requires the following skills:

• Previous experience in the management of influencer marketing campaigns;
• Great account & relationship management skills, including previous experience;
• Great campaign reporting and written communication skills;
• Good marketing strategy and creative skills;
• Good financial & operational management skills;
• Able to work independently within a small but dynamic team.

Core focus & responsibilities:

• Create strategies and creative concepts for influencer campaigns;
• Identify the most suitable influencers and verify them via Humanz;
• Contact influencers, brief them and manage them during campaigns;
• Ensure campaign targets are met within agreed budgets and costs;
• Compile campaign reports;
• Act the as the primary point of contact with clients, guiding them, and communicating progress throughout;
• Assist new customers and influencers with their on-boarding;
• Answer questions and queries from customers and influencers;
• Manage the creation of cost estimates for customers and obtaining signed contracts, estimates or purchase orders;
• Report on completion of work, revenue and costs within the Humanz backoffice;
• Assist the CEO with other operational requirements within this growing business.

Your main KPIs are:

• Retain your customers by delivering high quality campaigns and programs for them;
• Grow spend from your customers by upselling or proposing new ideas to them;
• Deliver campaigns or programs that can be turned into case studies for the business;
• Develop skills from the team members reporting to you;
• Contribute positively to the work environment/culture and the team, in line with the companys values.

Requirements

Previous experience for the role should include:

• 3-4 + years experience in Client Service (majority being in influencer marketing)
• Strong existing network within influencer marketing industry
• SAAS industry experience a plus