Page 1 of 3

Customer Success Manager (CSM)

About Us

Established in 2022 by former Amazon employees, Adbrew is dedicated to empowering Amazon sellers and brands to succeed on the platform through cutting-edge technology solutions. Comprised of a dynamic team guided by our core principles of customer-centricity, innovation, and trustworthiness, we manage over $100M in global Amazon ad spend through our advanced platform and are growing faster than ever.


We’re a small but dedicated team passionate about delivering a world-class platform in a niche domain. Our application handles complex workflows and large-scale operations, serving users worldwide. At Adbrew, we’re building a culture where everyone feels supported, takes ownership of their work, and isn’t afraid to take bold steps.

About the Opportunity

As a key member of our Customer Success team, you will help craft the company's customer success strategies, building strong relationships with customers and collaborating with cross-functional teams internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships.
If you’re looking to make a significant impact and enjoy working in a collaborative, fast-paced environment, this role is perfect for you!

Responsibilities

1. Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, tracking payments and high levels of customer satisfaction
2. Establish a trusted and strategic advisor relationship to help drive continued value of our products and services
3. Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative and tech teams
4. Communicate effectively with both internal and external stakeholders to understand customer needs, maximize retention and growth, and communicate learnings
5. Maintain existing customer success metrics and data as directed
6. Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
7. Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
8. Prepare necessary documentation or visuals for client to demonstrate performance of campaigns; analyze trends in C-Sat/NPS scores to identify areas of improvement
9. Work with the sales and marketing team to drill customer references and develop case studies

Skills & Experience Requirements

1. Bachelor’s degree or equivalent (or higher)
2. Freshers or candidates with upto 3 years of experience in communications, marketing, sales, account management, or customer success
3. Strong verbal and written communication, strategic planning, and project management skills
4. Analytical and process-oriented mindset
5. Comfortable working across multiple departments in a deadline-driven environment
6. Active team player, self-starter, and multitasker who can quickly adjust priorities

Perks & Benefits

1. Remote opportunity: Enjoy the flexibility to work from wherever you’re most productive
2. Mentorship and learning: Collaborate closely with the Co-Founders, who bring extensive experience from Amazon, providing a unique opportunity for growth and learning
3. Collaborate in a startup environment: Be part of an exciting startup journey, contributing to building processes and scaling the organization from the ground up
4. Flat hierarchy culture: Thrive in an environment where your ideas are valued, and decision-making is streamlined without unnecessary layers of hierarchy
5. Medical Insurance: Comprehensive health coverage with cashless claims for all full-time employees
6. Asset Provision: Company-provided laptop and essential accessories delivered for a smooth onboarding experience