Customer Success Manager - EMEA (Remote)

What is Storyly?

Storyly is the only user engagement platform that brings stories to your mobile app. You can integrate into your app easily, create stories for your users, and track results. With native SDKs and dedicated dashboards, Storyly opens up limitless engagement, conversion boost, and monetization possibilities for apps. Apps that integrate with Storyly have proven to amplify the mobile experience that leading to more engaged users with higher retention and monetization.

The easiest way to explore Storyly is to check out www.storyly.io

What You Do

On a daily basis, you’ll be working with global scale brands, app owners, to make sure they get the best out of Storyly features. This involves, creating content strategies or best practices based on their goals & objectives, analyzing the performance of their content on Storyly to maximize the value, exploring the mobile marketing world to generate new insights and inspirations for the customers, eventually targeting churn zero and maximum customer satisfaction.

Within one day, the Storyly customer success manager can present a demo to a big multinational bank, can work on the content strategy with a multi-country content platform app, can create a case study out of the conversion-boosting impacts of Storyly for an e-commerce giant, or renew the contract of a world’s largest dating app by showing them why Storyly is indispensable for their success.

• Help app developers make the most out of Storyly by onboarding and supporting them with integrations and optimizing their performance with interaction reports
• Achieve zero churn with assigned customer accounts
• Follow up on the activities of the customers through Storyly dashboard, proactively investigate whether they benefit from the product fully, and offer them alternative use scenarios accordingly with “churn zero” as the main KPI
• Design and present custom product demonstrations based on the requirements
• Create custom slide decks to assist proof-of-concept efforts when necessary
• Be responsible for the overall account management of Storyly customers, from follow-ups to custom problem solving, etc.
• Be responsible for following up on the sign-ups of Storyly to proactively engage them with the product.
• Be an active crawler for and creator of alternative best-practices of Storyly features for current, and potential customers for inspiration.
• Actively track & respond to questions and requests coming through the Intercom. Be able to identify the problem category and to whom to direct it within the team (whether it’s a bug fix, or a product feature request, etc.)
• Analyze the performance of Storyly, through the analytic tools of the Storyly users (including but not limited to Google Analytics, Firebase, Mixed Panel, and Amplitude), and generate actionable insights to maximize the benefit that users get from Storyly.
• Represent Storyly at local relevant events, visit customers when necessary or beneficial to do so.

• You are experienced with improving in-app user engagement on mobile apps
• At least 2 years experience in customer success and customer onboarding process
• You have 2 or more years of experience working at mobile attribution partners (MMPs), or mobile engagement analytics vendors, or e-commerce retail apps with a background in customer success
• Although an engineering degree is not required, you are mobile tech-savvy and can explain terms like SDKs, APIs, engagement metrics, user segmentation, or limitations of certain mobile operating systems
• You are proficient in Excel and familiar with mobile analytic tools like Braze, Clevertap, Google Analytics, Firebase, Amplitude and similar.
• You have excellent written and verbal communication skills related to managing customers and projects
• You enjoy learning as well as sharing new information
• You have experience in creative strategy building and product use case building
• As a customer engagement manager, you are well organized and you can plan proactively with attention to detail
• You have native level communication skills in English and in Hebrew

• Experience with mobile CRM tools, analytical tools, engagement tools
• Experience in marketing, branding campaigns
• Experience in the strategy department in creative agencies
• Experience in verticals such as e-commerce, finance, and utility
• Experience in the loyalty sector