About this role
About the position
The Senior Customer Success Manager I within Mistplay’s LoyaltyPlay Customer Success department will play a key role in driving the success and growth of our brand partners by acting as their primary point of contact and overseeing the entire customer lifecycle. You will be reporting to the Director, Customer Success. Your role will be to ensure seamless brand integrations and deliver proactive, strategic recommendations that enhance customer satisfaction and foster retention.
Responsibilities
• Act as the primary liaison between customers and internal teams to ensure clear communication and seamless execution of campaigns.
• Interact directly with end-users and customer support teams to troubleshoot, verify, and escalate program support issues.
• Develop and maintain customer flight plans, ensuring timely and accurate execution of all tasks.
• Lead customer calls, including customer onboarding, training, cross-functional team agendas, and performance reviews.
• Proactively manage customer issues, escalations, and expectations to maintain high customer satisfaction.
• Build strong relationships with customers, actively engaging to assess their needs and health status.
• Retain and grow customer accounts.
• Provide data-driven recommendations to enhance client marketing strategies and increase revenue potential.
• Analyze campaign performance, create detailed reports, and present actionable insights to marketing leads.
• Identify strengths and weaknesses in customer implementations and collaborate with internal teams on solutions.
• Become a SME on all LoyaltyPlay by Mistplay offerings, ensuring a deep understanding of products and services.
• Oversee the end-to-end onboarding process for new customers, ensuring smooth technical and operational integration.
• Manage operational tools like HubSpot and JIRA to track activities, triage tickets, and escalate issues as needed.
• Assist in backend campaign QA, troubleshooting, and end-user support-related cases.
• Partner with Sales, Product, and other Client Success team members to align on client goals and deliver outstanding results.
• Provide feedback to internal teams to improve offerings based on customer input.
• Build and share best practices to enable successful adoption of solutions by customers.
Requirements
• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• 2+ years of experience in account management, customer success, or a similar role.
• Deep understanding of digital marketing strategies and tools, with specific expertise in the restaurant, retail, and convenience industries.
• Excellent organizational skills with the ability to manage multiple priorities and deadlines.
• Proficiency in CRM tools (e.g., HubSpot) and ticketing systems (e.g., JIRA).
• Analytical mindset with experience in performance reporting and data-driven decision-making.
• Exceptional communication and interpersonal skills, with a customer-first attitude.
• Demonstrates proven ability to work independently in a 100% remote environment.
Nice-to-haves
• Experience in ad tech, gaming, loyalty platforms, restaurant, and/or convenience store industries is preferred.
• Technical expertise in onboarding, integrations, and data analysis, with an emphasis on identifying upsell opportunities.
• Strong familiarity with loyalty marketing campaign QA processes and creative review workflows.
Benefits
• Team Lunches
• game nights
• company-wide events