At Shook, we transform the way marketers produce and manage performance video content. We are ambitious and eager to push boundaries. We celebrate curiosity, a growth-mindset and value unusual talent that can make a difference in our journey!

Shook Digital is a software company focused on bringing scale and structure to performance UGC. Our SaaS tool that helps brands simplify and streamline their creative production workflows to bring efficiency and effectiveness to their short-form video and performance marketing operations. 

The focus of our Customer Success team is to enable large advertisers to maximize performance advertising using our product alongside a robust test-and-learn methodology. We take pride in delivering results and business value through stellar customer service, attention to detail, and creative problem-solving.

The role of Senior CSM is critical to our business, and we are looking for some new team members. We are looking for someone experienced in customer success fundamentals and very strong in performance marketing and paid media. If the description below sounds like a fit, apply now!

Responsibilities

• Lead complex projects, ensuring smooth implementation and adoption of our platform and on-time delivery of key assets.
• Deliver best-in-class customer service to our clients, some of the most exciting brands from around the world!
• Establish relationships with our clients' C-Levels to push that elevate the partnership.
• Be the voice of the customer within Shook, channeling their needs, concerns, and feedback to our product and creative team.
• Strategize with clients to optimize their creative campaigns, leveraging our platform's capabilities to the fullest.
• Conduct client check-ins, training sessions, and Q&As like a pro to ensure clients get the most out of our platform.
• Dive into data analytics to unearth insights that can drive product enhancements and client success.
• Spot opportunities for upselling and cross-selling because growth is the name of the game!
• Mentorship: Help the internal team learn from your knowledge.
  

What We're Looking For

• Fluent in English and bonus points for German, Italian or other additional languages.
• A knack for building and nurturing client relationships; you're not just a manager, you're a strategic partner.
• Exceptional communication skills, because you'll be communicating with multiple stakeholders and expected to deliver persuasive presentations.
• A project management guru with a knack for juggling multiple tasks without breaking a sweat.
• A deep understanding of SaaS, performance advertising and creative production; if you've been there, done that, we want to hear from you.
• A team player!
  

Hiring Process

Our hiring process is a two-way street; it's as much about us getting to know you as it is about you getting to know us. Here's how it goes:

1. Initial screening with our People Operations team
2. Meeting with the Customer Success Lead
3. A hands-on case assignment
4. Presentation of your assignment to the hiring manager and team
5. Meet the Shookies