Customer Success Team Lead

Customer Success Team Lead - Agencies (m/f/d)

Location: Berlin, London or Mumbai

Full-Time | Hybrid/Remote

HelloI am Jigar, Customer Success Lead for Agencies at Kayzen, and I am now looking for a Customer Success Team Lead - Agencies to join our team

In this role, you will take full ownership of high-impact client relationships, drive measurable account and revenue growth, and act as a strategic advisor to our agency partners. You'll play a key role in advancing client success, strengthening long-term partnerships, and contributing directly to the company's growth. In addition you'll lead a small team of customer success managers and work closely to help them grow and develop into the leaders of tomorrow. 

But wait, you have not heard of Kayzen before?

Kayzen is a mobile demand-side platform (DSP) dedicated to democratizing programmatic advertising. We enable leading apps, agencies, media buyers, and brands to run programmatic customer acquisition, retargeting, and brand performance campaigns through its self-serve and managed service options. Built on the three core pillars of performance, transparency, and control, Kayzen powers the world's best mobile marketing teams with bespoke solutions that fuel business growth and deliver a competitive advantage. With an unprecedented scale of 160B+ daily ad requests from 1.6B+ unique users worldwide, we serve up to 1B+ ads per day in 180 countries. Kayzen is accessible through our APIs and user interface.

The Team

The CSM team serves a dual-purpose role within the organization, acting as a crucial link between our customers and our product & service offerings. This position is instrumental in understanding and addressing customer needs, ensuring that our solutions are aligned with their goals and challenges. Additionally, the CSM team members  are responsible for developing comprehensive account strategies that focus on growth and customer success, owning the execution of the same along with the Trading Team and other internal stakeholders. To succeed in this role you need:

• Proven ability to grow and retain accounts
• Mastery of Kayzen DSP for strategic client success
• Strong presentation and communication skills
• Deep expertise in campaign strategy and mobile performance marketing
• Analytical mindset and industry curiosity
• Empathy and strong people leadership skills 
• The ability to set and execute strategic plans 

Sounds interesting. Isn't it?

Responsibilities
We are seeking a highly proactive Customer Success Team Lead who will take full ownership of customer relationships. The ideal candidate will have a solutions-oriented mindset and provide clients with proactive consultations and data-driven campaign optimization recommendations on a daily basis.

1.Customer Success & Relationship Management:

• Develop a deep understanding of the client's business, marketing goals, and success metrics
• Act as a trusted advisor, providing strategic DSP consultation from onboarding through scale
• Build long-term relationships with senior stakeholders at agency partners
• Conduct compelling Quarterly Business Reviews with actionable insights, growth plans, and product updates
  Maintain detailed documentation in Hubspot: call notes, product feedback, and growth opportunities

2.Account Growth & Campaign Excellence

• Own end-to-end success and revenue growth of managed accounts
• Lead campaign strategy with internal teams, analyzing aggregate and log-level data
• Proactively identify expansion opportunities and upsell potential
• Deliver clear and data-driven progress reports internally and externally
• Drive monthly and quarterly revenue targets in collaboration with Agencies Lead

3. Product Feedback & Collaboration

• Identify product gaps based on client needs and proactively propose solutions
• Work closely with Product and Trading teams to ensure campaign success and feature rollout
• Communicate client feedback, market intelligence, and competitor insights to internal stakeholders
• Collaborate cross-functionally to resolve issues quickly and drive client satisfaction

4. Team leadership and growth

• Work with a talented team of customer success managers and set a plan for the growth of the team 
• Manage ongoing planning cycles, strategies and OKRs to provide clarity for the team and ensure that there is alignment with the company goals 
• You'll notice that this is also a "hands on" role and so you'll need to lead by example in growing accounts and setting up the process for future opportunity development 

Requirements

• 4+ years in a customer success, account management, or client services role in ad tech or martech with some direct people management experience
• Proven experience in revenue growth, account expansion, and executive stakeholder management
• Demonstrable people leadership skills and a clear approach to developing people
• Excellent communication and presentation skills – both written and verbal
• Solid understanding of the mobile programmatic ecosystem, including formats, attribution, and KPIs
• Confident working independently and collaboratively across distributed teams
• Highly analytical and data-driven with attention to detail
• Naturally curious with a problem-solving mindset
• Experience using DSPs and platforms like Hubspot, Looker, etc., is a strong plus
  

What do we offer?

• Exceptional career growth and learning opportunity
• A unique opportunity to be part of an experienced team of industry experts and entrepreneurs who bring massive change to the Adtech market
• Direct, day-to-day work experience with the management
• A fun, driven, and multinational team located across Germany, India, Israel, Argentina, Ukraine, Turkey, the UK and many more countries
• A flexible work-from-home arrangement
• A 500-dollar home-office setup budget
• A 1000-dollar annual learning and development budget