Customer Success Manager - Growth at SplitMetrics in Remote

SplitMetrics is a global software company offering an ecosystem of products and services that serve as a growth engine for top mobile-first businesses worldwide. Our ecosystem includes: - SplitMetrics Acquire, a platform for automating and optimizing Apple Ads. - SplitMetrics Agency, a full-service mobile marketing agency staffed by top experts. - SplitMetrics Optimize, an A/B testing platform recognized as the ASO Tool of the Year. - App Radar by SplitMetrics: an ASO platform with advanced keyword and competitor insights. WHY SPLITMETRICS? - For almost 10 years, we've been at the forefront of the mobile marketing industry, providing an ecosystem of market-leading technologies. - An Apple Ads Partner, SplitMetrics is the 1st company to build the Apple Ads management platform. - Working with top mobile companies and brands globally: Skyscanner, Glovo, Flo, Babbel, Wooga and many more. - Generating an impressive transaction volume, with over $1 billion in ad spend flowing through our ecosystem. - Integrated AI into our strategic approach since 2023. - Effectively collaborate across 20+ countries with a remote-first and supportive culture. ABOUT THE ROLE: Our customer base is rapidly growing, and we’re looking for a proactive, structured, and scalable-minded Customer Success Manager to support and expand our SMB segment. As a Customer Success Manager, you will manage a high-volume customer portfolio using a one-to-many approach, combining automation with targeted human touchpoints. You will guide customers through their lifecycle, from onboarding to renewal, ensuring they realize value from SplitMetrics Acquire, adopt key features, and grow their performance in Apple Ads. This role is ideal for someone who is passionate about customer success, enjoys working with data and processes, and knows how to scale impact through structured programs. IN THIS ROLE, YOU WILL: - Manage and grow a high-volume SMB portfolio using scalable engagement strategies, balancing automation with personalized interactions where it matters most. - Design and execute one-to-many customer journeys, including automated onboarding flows, lifecycle campaigns, and behavior-triggered email sequences to drive engagement and feature adoption. - Build and optimize automated communication sequences (email and CRM-driven) to trigger key customer actions such as activation, feature usage, upsell opportunities, and retention. - Drive product adoption and value realization by educating customers on how to effectively use SplitMetrics Acquire and succeed with Apple Ads. - Monitor customer health and proactively prevent churn, identifying risk signals (low usage, declining performance, inactivity) and triggering targeted interventions at scale. - Develop scalable retention and expansion strategies, including playbooks for re-engagement, upsell, and cross-sell within the SMB segment. - Collaborate cross-functionally with Sales, Product, Marketing, and Support teams to share customer insights and improve the overall customer experience. - Collect and synthesize customer feedback at scale, identifying trends and advocating for improvements in product and positioning. ABOUT YOU: - Fluent English (written and spoken). - Strong communication skills, especially in written, scalable formats (email, messaging, campaigns). - Experience in a client-facing, support, or customer success role, ideally in SaaS or high-volume SMB environments. - Strong analytical mindset with the ability to interpret customer data and act on insights. - Experience working with CRM tools, automation platforms, or customer engagement tools. - Customer-first mindset with a focus on delivering value efficiently at scale. - Experience in mobile marketing or Apple Ads is a plus. WHAT IS THERE FOR YOU? - Time Off: Vacation and public holidays following your country's regulations. Additional PTOs annually for personal rejuvenation. - Health and Wellness: Medical insurance or health care compensation. Paid sick leave to prioritize your well-being. - Professional Development: Top online/offline conferences and mobile industry events. Internal courses for continuous professional development. - Performance and Growth: Micro-management-free and supportive management style. Semi-annual performance review sessions. New career opportunities through our internal mobility program. - Team Engagement: Corporate online events and offline team retreats. Collaboration between teams through shared OKRs. Environment conducive to open dialogue and constructive feedback. - Work Flexibility: Flexible working schedule for a better work-life balance. Remote-first working environment. - Workspace Options: Coworking costs coverage program. Office hubs in key locations for a convenient and productive work environment. OUR CULTURE At SplitMetrics, our values are not just words — they guide everything we do. To achieve our ambitious goals and maintain success, we stand united by our core behaviors: - Move Fast - Get Sh*t Done - Build Together - Strive for Transparency - Own What You Do - Learn + Share = Excel Remote Hiring Guidelines: At SplitMetrics, we welcome team members from various countries. While all our roles are remote, certain positions may have specific eligibility requirements based on location. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.