Customer Success Manager

About AppTweak

AppTweak is the trusted App Store Marketing & Intelligence Platform for mobile leaders worldwide; we provide innovative solutions that help apps and games optimize their App Store presence and increase downloads. For 10+ years, companies including Uber, Adobe, and Zynga have trusted our unique metrics, actionable insights, and expertise to make informed decisions and achieve long-term success in the competitive mobile market.

Driven by data science and a human-centered approach, AppTweak is recognized for its innovative features and rapid growth. We have been awarded "ASO Tool of the Year" and "App Data Platform of the Year" by the App Growth Awards, and have been four times recognized as one of the fastest-growing technology companies by Deloitte Belgium.

Today we are a team of +100 people based in 8 offices around the globe (Brussels, San Francisco, Bengaluru, Tokyo, Seoul, London, Montreal and Beijing) supporting more than +2,000 customers worldwide, including Uber, Adobe, and Zynga, etc. We're gearing up for fast growth and are looking for ambitious individuals to join our team!

About the role

As a Customer Success Manager at AppTweak, you will play a crucial role in supporting our Mid-Market and Enterprise clients within the AMERICAS region. You will work collaboratively with cross-functional teams to drive product adoption, enhance customer satisfaction, and ensure long-term success with our ASO, ASA, and mobile growth solutions. Your strategic insights and support will empower clients to leverage our platform fully, maximizing their mobile app growth potential.

Location: Preferred in San Francisco, California (onsite) or flexible within the Americas region (remote)

Compensation: Base salary of $80,000 - $130,000, plus quarterly variable compensation. (This range is specific to candidates in San Francisco and California; compensation may vary for other locations.)

Objectives:

• Ensure consistent, high-quality engagement with clients that leads to product adoption and renewal.
• Drive customer satisfaction and strategic alignment with AppTweak's solutions.
• Meet or exceed retention goals, supporting overall revenue growth.

• Enhance Product Adoption
  • Engage proactively with clients to ensure they are fully leveraging AppTweak's platform, optimizing their ASO and ASA efforts to meet strategic goals.
  • Identify areas for increased adoption and work with internal resources to drive ongoing client engagement.
• Be the ASO/ASA Expert
  • Act as a knowledgeable resource for clients and internal stakeholders on AppTweak's platform, ASO, ASA, and app store marketing.
  • Stay updated on trends and best practices across the iOS and Google Play ecosystems.
• Improve Customer Experience
  • Manage and optimize processes for onboarding, training, and ongoing client support to ensure a seamless customer experience.
  • Serve as a point of contact for all technical and strategic inquiries, providing effective solutions and collaborating with the Product team as needed.
• Support Retention and Growth
  • Collaborate with Account Managers to secure renewals and identify upsell opportunities, helping clients see the full potential of AppTweak's solutions.
  • Participate in cross-functional initiatives with Product Marketing to craft use cases, product positioning, and materials for client engagement.
• Provide Strategic Insights
  • Analyze and interpret data to make recommendations that will directly impact clients' app performance and business objectives.
  • Deliver tailored insights and recommendations on ASO, ASA, and mobile growth strategies, establishing AppTweak as a trusted advisor.
• Feedback and Product Development
  • Communicate client feedback to the Product team to drive ongoing improvements and feature development.
  • Act as a customer advocate in product discussions, ensuring our solutions evolve to meet client needs.

• Educational Background: Bachelor's or Master's degree in Business, Marketing, Communications, Sales, or a related field.

• Professional Experience: 2+ years of success in Customer Success or Account Management, ideally within the SaaS or mobile industry, with a proven track record of meeting and exceeding goals.
• Relationship Builder: You have a talent for fostering strong, lasting client relationships, understanding customer needs, and proactively addressing them.
• Growth Mindset: Commercially driven, resilient, and adaptable, you thrive in fast-paced environments and are dedicated to continuous learning and improvement.
• Communication Excellence: Exceptional skills in communication, presentation, and writing, with the ability to build trust and ensure transparency with clients.
• Curiosity & Passion: You're enthusiastic about mobile app marketing and eager to deepen your knowledge in mobile app growth and innovation.

• Global Team Building: Join our annual company-wide event in Brussels, Belgium, and connect with colleagues from around the world (we speak 15+ languages!).
• Diverse & Inclusive Culture: Work within a flat hierarchy where diversity and work-life balance are truly valued.
• Exciting Industry Connections: Engage with leading mobile businesses across various verticals, expanding your professional network.
• Flexible & People-First Environment: Enjoy a work culture that prioritizes your well-being, with opportunities for continuous learning and creative exploration.
• Foodie Heaven: Share your passion for food with a team that loves discovering new recipes as much as you do!

• Initial Call: A video chat with our HR representative to get to know you and share more about AppTweak (30 mins).
• In-Depth Interview: Meet with the hiring manager to dive into your experience and career aspirations (30 mins).
• Skills Assessment: Demonstrate your expertise with a focused assessment, including a cognitive evaluation and a case study (1h + 1h).
• Final Chat: A conversation with our CEO to discuss your future at AppTweak (30 mins).