Technology Customer Success Lead

#LI-DNP

Company Overview:

We are the long-standing, production partner of choice that has helped brands across borders and cultures for over half a century achieve their business goals. With 2,700 experts in 29 countries across the world, we are a global team of collaborators, innovators, and motivators.

We pride ourselves on creating empowering, safe, and supportive environments for all our employees, regardless of race, gender, sexual orientation, ability, or any other defining factor. We embrace difference through diversity of thought, experience, and expertise to maximise potential and bring the greatest benefits for our people and our clients.

We can’t bring big ideas to life without exceptional people. At Tag, we respect individuality and the power of the collective. We want people to be themselves, unafraid to voice ideas, no matter how big they are or who they come from.

In June 2023, Tag was acquired by dentsu Group, Inc, though we remain a distinct brand that is led by David Kassler, Tag Global CEO, headquartered in London. As dentsu’s acquisition of Tag significantly expands content delivery capabilities, Tag’s expertise to deliver personalized, omnichannel content in real-time and at-scale for clients remains unparalleled across the entire customer journey, unlocking marketing effectiveness and efficiency.

Tag and dentsu bring together our innovation and technology infrastructure to help solve clients’ toughest challenges. United in business acumen, we share similar core values, company culture, and embrace a vision “to be at the forefront of people-centric transformations that shape society.

Dentsu was founded over 120 years ago and proudly counts nearly 72,000 employees around the world.

Position Overview:
We are seeking a dynamic and client-focused Technology Customer Success Lead to drive adoption, engagement, and retention of our technology solutions. This role requires a deep understanding of our technology and its roadmap, proactive client relationship management, and a consultative approach to ensure that customers achieve maximum value. You will serve as a trusted advisor, collaborating closely with our clients to understand their needs, provide technical guidance, track key customer success metrics, manage implementation and opportunity tracking and ensure seamless customer onboarding and training.

Key Responsibilities:

• Develop and execute customer success strategies to drive adoption, retention, and expansion within our client base.
• Act as the primary point of contact for strategic client relationships, ensuring high levels of satisfaction and retention.
• Track key customer success KPIs, including churn rate, customer lifetime value, NPS, and adoption metrics
• Utilize Kapta or similar Customer Success Platforms to manage customer engagement, track opportunities, and monitor account health
• Track and monitor customer health metrics, proactively addressing risks and identifying expansion opportunities.
• Drive adoption by understanding client objectives and aligning our tech solutions to their business goals.
• Collaborate cross-functionally with sales, product development, and support teams to advocate for customer requirements and drive product enhancements
• Develop training materials, conduct onboarding sessions, and create documentation to ensure customers fully leverage our platform’s capabilities
• Develop and deliver customer success metrics and reports to internal stakeholders, highlighting key achievements, challenges, and opportunities.
• Conduct regular business reviews and performance analysis to track progress against client goals.
• Identify upsell and cross-sell opportunities by aligning client needs with new product offerings.
• Serve as a trusted advisor, providing strategic guidance on best practices and digital transformation.

Qualifications & Skills:

• Bachelor's degree in Computer Science, Information Technology, Business Administration, Marketing or related field.
• Proven experience in customer success, account management, or a related client-facing role in a SaaS or technology environment.
• Strong understanding of AI-driven solutions, digital transformation, and enterprise software implementation.
• Experience tracking and analyzing customer success KPIs and engagement metrics
• Excellent communication, presentation, and stakeholder management skills, with the ability to understand and articulate complex technical concepts to non-technical audiences.
• Ability to analyze customer data and translate insights into action.
• Experience working with cross-functional teams, including product, sales, and engineering.
• A proactive, problem-solving mindset with a passion for delivering customer valu
• Ability to manage multiple priorities and thrive in a fast-paced, dynamic environment.
• A passion for technology and a genuine desire to help clients succeed.
• Familiarity with Kapta or other Customer Success platforms is a plus

Why Tag

• At Tag we believe in fostering a culture of collaboration, innovation, and continuous learning. As a member of our team, you'll have the opportunity to work with market leading technology, collaborate with talented professionals, and make a meaningful impact on our clients' success. Join us in shaping the future of our technology offering to our clients and driving positive change in the industry.

How to Apply:

• If you're excited in this opportunity to join our team as a Technology Customer Success Lead, please submit your resume and cover letter to [contact email]. We look forward to hearing from you!