[Hiring] Customer Success Manager @Tldr.tech

As a Customer Success Manager at TLDR, you will play a pivotal role in driving advertiser success and satisfaction. This role demands a proactive, communicative, and strategic thinker who is passionate about delivering exceptional customer service and capable of managing multiple advertiser accounts efficiently. In this role you will have a high level of responsibility and autonomy to deliver a best-in class customer experience for the startup and SMB segment for TLDR’s growing advertising revenue. 

Who We Are

TLDR is a collective of technical newsletters on startups, software engineering, AI, cybersecurity, marketing, product management, and more, with over 5 million subscribers.

Our mission is to build the paper of record for the tech industry, the trusted source that people who work in tech rely on to inform them about important trends and developments.

Responsibilities

• Post-sale relationship building beginning with account onboarding and campaign kickoff. 

• Client Relationship Management: Act as the primary point of contact for clients. Manage and oversee client accounts and campaigns from inception to completion, ensuring a seamless, high-quality experience.

• Advocacy and Insight: Serve as the voice of the customer within the organization. Advocate for clients' needs and translate their feedback into actionable strategies to enhance our services.

• Onboarding and Engagement: Lead the onboarding process for new clients and manage ongoing engagements, ensuring alignment with campaign goals and client expectations.

• Project Management: Working closely with copywriting team to ensure creatives meet client goals and align with TLDR’s editorial standards

• Services Delivery: Manages advertiser reservation system, continuously monitoring placements and ensuring that everything is scheduled for morning newsletter release.

• Sales and Expansion: Identify and pursue upselling and account expansion opportunities by articulating additional value to clients. 

• Cross-Functional Collaboration: Work closely with sales, operations, and creative teams to ensure that client needs are met and issues are resolved promptly.

• Performance Analysis: Regularly analyze and report on campaign performance. Conduct post-campaign reviews to gauge client satisfaction and discuss future opportunities.

• Industry Expertise: Keep in touch with industry trends and best practices to provide informed advice and maintain a competitive edge.

• Driving Revenue through in depth product knowledge of TLDR newsletters and cross selling and upselling ad placements to accounts

• Success in this role is measured by Net Retention Rate (NRR) and the ability to generate new opportunities to help TLDR grow.

  
  

Qualifications

• Professional Experience: Minimum 2 years in a role involving customer success, account management, sales, or a related field within a startup environment.

• Client Engagement: Proven ability to build strong client relationships, handle complex conversations, and drive client-focused outcomes that grow revenue

• Collaboration: Experience working with cross-functional teams to meet client needs and align with company KPIs and revenue targets

• Emotional Intelligence: Strong empathy and listening skills, with the ability to understand and respond to client needs effectively.

• Communication: Exceptional verbal and written communication skills.

• Adaptability: Comfortable navigating a fast-paced, ambiguous environment requiring problem-solving and proactive decision-making.

• Technology we use: HubSpot, Sponsy, and Notion.

What We Offer

• Opportunity to work in a dynamic, collaborative, fully remote environment.

• A role with impact, supporting clients and contributing directly to TLDR’s growth.

• Base Salary 60,000-80,000 OTE: 90,000-100,000

• PTO

• 401(k) plan, medical, dental and vision benefits, maternity/paternity leave, hardware stipend, education stipend.

What We Value

• Urgency and Bias to Action

• Iterative improvement

• Clear communication

• Integrity

• Resourcefulness

Interview Process

1. Written Assessment

2. Recruiter Interview

3. Hiring Manager Interview

4. Founder Interview

5. Reference Check