Customer Success Manager EMEA

(London, Amsterdam, Porto or Remote)

Founded in 2019, Replai is the world’s first video-based creative insights platform that empowers brands to maximize the performance and engagement of their videos. Blending computer vision and AI technology, Replai has solved a long-standing problem that helps brands recalibrate their videos so they can maximize growth and build communities. Replai partners with some of the biggest global brands and mobile app companies. Based in San Francisco, Replai is a privately held, venture-backed company, with offices in London and Porto.

Your role:

As a Customer Success Manager, you will be working closely with the main points of contact in our customer base. You will partner with several internal teams such as Account Management to build strong relationships, uncover pain points, and drive value for your customers, or with the Product team to share customer feedback for product improvements. In this client-facing role, you are accountable for driving engagement, adoption, and renewal of the Replai service. 

Your responsibilities:

  • Act as the main technical point of contact for your customers within Replai
  • Support your clients on how to get the most value out of the Replai product
  • Strive to develop a trusted advisor relationship with all your customers
  • Identify customer’s goals early and execute customer success plans 
  • Responsible for key customer success metrics, including customer churn and renewals
  • Identify at-risk accounts early and establish action plans to turn around those accounts
  • Work closely with the Account Management team to develop cross-customer relationships and initiatives with a goal of revenue retention and growth
  • Collaborate with cross-functional teams such as Product to provide input on priorities according to customer’s goals, usage, and feedback 

Requirements:

  • Native-level English
  • At least 2+ years of Customer Success in SaaS, Mobile or MarTech
  • Know-how on how to manage client expectations and objection handling
  • Business savvy with the ability to translate business needs into product requirements
  • Excellent communication and presentation skills
  • Enthusiastic about technology, able to understand and present complex technical concepts in a clear and concise manner to a variety of audiences
  • Exceptional organization and time management skills
  • Thrive on change while remaining highly optimistic and coachable
  • Customer-obsessed

Why Replai

  • Immersing in the hyper-growth mindset of a scale-up in the road to unicorn
  • Backed by the same investors as Facebook, Apple, Google, Dropbox, Whatsapp
  • Employee equity plan
  • Health Insurance
  • Flexible, family-friendly work schedule and flexible vacation policy
  • International, diverse teams with a strong focus on collaboration, transparency, and feedback
  • You will be able to grow personally as fast as the company is growing

Send your resume and a short cover letter to careers@replai.io to apply.