Client Success Manager

United Statesmid

Customer Success ManagerCustomer SuccessClient Success ManagerCustomer

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Customer Success ManagerCustomer SuccessClient Success ManagerCustomer

Chartbeat Inc. is the parent company of Chartbeat, Tubular Labs, FatTail, and Lineup Systems. Together, we’re shaping the future of media strategy and revenue. Trusted by the world's top media brands, Chartbeat, Inc. combines analytics that power smarter audience strategies with revenue solutions that simplify ad operations and accelerate monetization.

Our mission is to help customers grow valuable media brands with their content. Join our diverse group of focused, hardworking professionals who are passionate about doing work that’s challenging and fun — and who strive to maintain a healthy work/life balance.

About the Role

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The Customer Success Manager, FatTail, is responsible for ensuring high levels of customer satisfaction, retention, and expansion across the FatTail customer base. This role focuses on delivering exceptional post-sales experiences for FatTail customers, adapting customer success strategies to regional needs while aligning with global company goals. The role requires close collaboration with Sales, Product, Marketing, Professional Services and Support to drive customer outcomes and long-term account value.

Responsibilities

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→Drive product onboarding, time to value, and customer satisfaction to ensure customers further invest in the FatTail product and the Chartbeat Inc. platform
→Own, negotiate, and close renewals and customer expansions
→Achieve 100%+ net revenue retention (NRR)
→Act as the voice of customers internally, sharing insights to influence product, support, and operational improvements.
→Build strong executive relationships with key customers to drive loyalty and advocacy.
→Analyze performance data to identify trends, forecast risks, and design data-informed interventions.
→Partner with Sales, Product, Professional Services, and Marketing to ensure seamless handoffs, account planning, and go-to-
market alignment.
→Support revenue goals through proactive engagement and account expansion strategies.
→Work within the Customer Success organization to continuously improve customer success processes and tools across regions for scalability and efficiency - including leading-edge use of AI tools and workflows

Requirements

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10+ years of experience in customer success, account management, or post-sales roles.
Demonstrated success managing customer success functions for a B2B SaaS company in global markets.
Deep understanding of SaaS business models, customer lifecycle, and subscription metrics (e.g., NRR, churn, CSAT, NPS).
Strong cross-cultural communication skills; fluency in English required, with additional languages - particularly German - a plus.
Experience working across multiple regions including US, Europe and APAC
Familiarity with customer success platforms (e.g Hubspot and Salesforce), and data analysis tools.