Customer Success Manager

About Moloco: 

Moloco is a machine learning company empowering organizations of all sizes to grow and unlock the full value of their unique first-party data, elevating the traditional path to performance advertising. While the largest technology companies have proven the speed and scale of ad-targeting utilizing data— the same robust performance powered by machine learning has previously been unavailable beyond their platforms. 

That's where Moloco steps in. With Moloco's powerful combination of cutting-edge machine learning technologies, we play a unique and visible role in shaping the digital economy, all while allowing companies to stay independent and scale.

An industry leader at the nexus of machine learning, performance marketing, and visionary product infrastructure, Moloco is advancing the advertising technology industry. We ranked #95 in the Inc. 5000 fastest-growing private companies for 2022. We ranked #91 among Deloitte’s 2021 Fast 500 and have been certified by 91% of the company via Great Places to Work. Check us out on Glassdoor and be sure to get an inside look at working at Moloco on Instagram, Twitter, and Youtube. 

Moloco is headquartered in Silicon Valley, with offices in San Francisco, New York, Los Angeles, Seattle, London, Berlin, Seoul, Singapore, Beijing, Gurgaon, and Tokyo. 

Creating a diverse workforce and a culture of inclusion and belonging is core to our existence. To reach our goals, diversity of talent and thought is a critical component to how we operate as an organization. Our workforce is our superpower, and we know that fostering a culture of inclusion, authenticity, and belonging will allow us the greatest opportunity to carry out our mission -- to empower businesses of all sizes to grow through operational machine learning.

Moloco is a truly rewarding place to work and in an exciting period of growth, which you could be a part of. Join us today and apply now!

※ Work location: India, any location

The Impact You’ll Be Contributing to Moloco: 

• You will be directly responsible for making Moloco’s strategic customers successful (by using Moloco’s technology to drive revenue goals). Customer success = Moloco’s success
• You will play an instrumental role in helping the AVOD product achieve Product Market Fit by passing on (and in some cases implementing) relevant feedback to the product and process. 

The Opportunity: 

• As the first CSM hire for the AVOD product, you will have a unique opportunity to influence our product and process ground up, with a highly motivated team, and drive success for some of the most well-known OTT products in the world.
• You'll own technical support triage, consulting, and guidance on best practices to grow the customer’s ad business. The CSM is also able to understand the core needs of the customer, and proactively deliver technical solutions to mitigate issues and risks.
• You'll manage, revise, and develop customer-related activities and processes such as incident management and response, planned maintenance, feature release processes, and change management.
• You'll collaborate with internal teams, including engineering, product management, business development, and data science to meet the customer's expectations and needs, identify possible opportunities and service expansion, and give inputs and customer feedback to improve our services.
• You're able to analyze data and bring insights to identify and mitigate performance issues.

How Do I Know if the Role is Right For Me? 

• You have 8-10 years of overall work experience and at least 5 years in customer-facing (internal or external) technical roles 
• You are obsessed with Customer Success (surprise!)
• You believe you can strike the right balance between
  • Being process oriented
  • Bias for action and driving results
• You excel at applying structure in fast-paced environments and love collaborating with cross-functional teams
• You are excited by the challenge of helping build 0 to 1 products and applying cutting-edge ML to real-life business problems at a global scale
• You encourage frequent and candid feedback + proa