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WHO WE ARE
Tealium is the most trusted and world’s largest independent customer data platform. Tealium connects customer data – spanning web, mobile, offline, and IoT devices — so brands can connect with their customers. Tealium’s turnkey integration ecosystem supports more than 1,300 client-side and server-side vendors and technologies, empowering brands to create a unified, real-time customer data infrastructure.
WHAT ARE WE LOOKING FOR
We are looking for a passionate, motivated, and driven Customer Success Manager (CSM) to drive successful adoption and expansion of Tealium’s solution with her/his accounts. The Customer Success Manager serves as the internal voice of the customer while working with other Tealium teams and partners to exceed customer expectations. The ideal candidate will have both the technical and customer-facing skills to resolve customer issues at a high rate, be knowledgeable enough in the digital marketing and data landscape to lead strategic conversations with our customers and provide value to users by ensuring that we offer world-class customer support. Additionally, this role will be expansion-focused and require a proven track record of growing revenue across a book of business. Through this role, customers will achieve maximum value in their investments, leading to retention, renewal, upsell/expansion, and referrals.
The ideal candidate will be based in the Sydney area, working in a hybrid environment that enables both onsite collaboration and remote work.
YOUR DAY TO DAY
Act as a trusted advisor and key point of contact for a portfolio of accounts to build relationships, drive incremental value, retain and expand customer use of Tealium’s products and services.
Gain an understanding of customers’ desired business outcomes and mutually plan to realize more value through improvements in implementation and adoption of new use cases.
Partner with Tealium’s implementation team to ensure successful deployment and engagement
Provide guidance to customer organizations on how to leverage Tealium to implement their projects from design to production
Implement customer engagement strategies including consistent Executive Business Reviews and Quarterly Business Reviews
Leverage relationships and customer health analytics to identify customer expansion opportunities & churn risks
Collaborate with Tealium’s Sales team to expand customer relationships & ensure renewals
Monitor and report on customer health, plan and co-ordinate the recovery for churn risk scenarios
Effectively solve ad-hoc customer issues as needed, interacting with Customer Support, escalating customer issues as needed and identifying solutions/resources
Collaborate with Marketing to grow library of customer testimonials
Share industry updates and other customer stories in your portfolio to drive interest in Tealium propositions
Inform customers of Tealium’s Product roadmap & provide continuous customer feedback to Tealium’s Product team
Create change forms; Mingle Administration, spot-checking cards, task recording, and communication.
Work in conjunction with sales teams and account teams to help define and integrate professional services solutions into the comprehensive Tealium proposal.
Assist in the execution of Professional Services technical scoping activity with prospective customers or existing customers and produce a proposal, level of effort, Statement of Work, and resource plans.
Articulate and sell the value of Tealium Professional Services within prospective and existing enterprise customers.
WHAT YOU BRING TO TEALIUM
5+ years in customer-facing roles (Solutions Consulting, Customer Success, Technical Account Manager) at a Marketing Technology SaaS provider, Digital Marketing Agency or in Marketing Operations
Bachelor’s degree in engineering, computer science, business, marketing, or a related field
Effective communication skills with customers and internal teams, including prioritizing, escalating, and providing ongoing status updates.
Exceptional organizational, presentation, and communication skills (both verbal and written).
Engagement Management / Project Management experience in a digital marketing or SaaS environment.
Expertise with scoping, producing, and delivering SOWs that meet customers' documented requirements.
Ability to develop onboarding processes and develop content to support them.
Technical acumen and an understanding of web technologies like JavaScript and APIs.
Experience with MarTech software like Analytics, Ad Tech, Personalization, Email.
Experience mentoring colleagues and peers and providing technical leadership and training.
WHY YOU WANT TO WORK HERE
At Tealium, we don’t just offer the ordinary, we provide the extraordinary:
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