Commercial Customer Success Manager

Branch Metrics, New York City

The industry leader of the most exciting space in mobile.

At Branch, we’re transforming how brands and users interact across digital platforms. Our mobile marketing and deep linking solutions are trusted to deliver seamless experiences that increase ROI, decrease wasted spend, and eliminate siloed attribution. Our team consists of smart, humble, and collaborative people who value ownership over all we do to create a product, team, and company that lives and breathes our motto: Build Together, Grow Together, Win Together.

As a Commercial Customer Success Manager, you will work with about 30 customers to engage with them through key moments in the customer journey to ensure they are getting the greatest value out of Branch. This role is a low touch, one-to-many role that will focus on customer retention, identifying upsell opportunities alongside Account Executives, and building scalable content that can be repurposed for customer sequences or drip campaigns for all low touch customers.

If you are an energetic and organized self-starter that is eager to work with customers by running one to many success plans you will be a great fit!

As a Commercial Customer Success Manager, you’ll get to:

  • Work with our Certified Integration Partners to seamlessly transition customers from onboarding to ongoing activity.
  • Be the main point of contact to guide customers to the right materials or routing to our wonderful support team.
  • Identify opportunities in which you can help build materials to demonstrate how marketing, product, and engineering teams can leverage Branch by creating training guides, best practices, and product updates.
  • Analyze your customer product usage annually to identify opportunities and risks to account health. You would partner with Account Executives to identify upsell or cross sell opportunities.
  • Test and iterate on Commercial initiatives and track results based on positive or negative customer outcomes.
  • Provide business and product knowledge in support of post sales activities in order to ensure customer satisfaction and expansion.
  • Serve as a customer advocate internally by effectively collaborating with cross-functional teams including product, sales, marketing and engineering.

You’ll be a good fit if you have:

  • 2-4 years of customer-facing experience such as customer success, support, sales or marketing.
  • Self-motivation and are open to sharing ideas to encourage customer adoption and retention.
  • A strategic mindset with an ability to thrive in a fast-paced, always-on, highly ambiguous start-up environment.
  • Ability to manage multiple projects & deliverables running in parallel timelines.
  • Problem-solving skills around product and business questions.
  • Excellent verbal communication and writing skills.

Nice to haves: 

  • Prior experience as a customer success manager or account manager.
  • Experience in building materials for one-to-many customers such as product marketing or sales enablement.
  • Prior experience at a growth stage Internet/Software company.
  • Experience with ad technologies or email marketing platforms.

A little bit about us: 

  • Branch has raised more than $330M from investors such as NEA, Founders Fund, and Playground Ventures. 
  • We are headquartered in Silicon Valley and have a presence all over the world.
  • Diversity at Branch ranks in the top 10% for similarly sized companies (by Comparably).
  • We are ranked as the #3 fastest growing company in North America on Deloitte’s 2020 Technology Fast 500 list. 
  • In 2020, we are recognized as one of Forbes Best Startups, Great Places to Work, and Bay Area Best Places to Work.
  • We have more than 3 billion monthly users and are partnered with over 75,000 apps.

If you think you’d be a good fit for this role, we’d love for you to apply! At Branch, we strive to create an inclusive culture that encourages people from different backgrounds and age groups to bring their unique, diverse perspectives to work. We aim every day to build an environment that empowers us all to do the best work of our lives, and we can’t wait to show you what we have to offer!

About Branch Metrics

What We Do Branch provides solutions that unify user measurement across different devices, platforms, and channels. The introduction of mobile has divided today’s businesses, causing inaccurate attribution and links that don’t work, leading to wasted marketing spend and broken customer journeys. Branch fixes that by providing a holistic view of various user touch points and ensuring that links take the user to the right place on the website or native app. We're backed by amazing investors who share that vision. In total, we've raised over $113 million in funding from Playground Ventures, Founders Fund, New Enterprise Associates, Samsung Ventures, Ben Narasin, Pear Ventures, Cowboy Ventures, Zach Coelius, Madrona Venture Group, Greylock Partners, Redpoint Ventures, Lightspeed Venture Partners and TriplePoint Capital.

Want to learn more about Branch Metrics? Visit Branch Metrics's website.