Customer Success - Apptrove (Onboarding & Account Management)

Apptrove is a Mobile Measurement Partner (MMP) and mobile marketing platform that helps app businesses measure user acquisition, understand user journeys, attribute installs and in-app events, and optimize marketing performance. Through attribution, real-time reporting, deep linking, analytics, and fraud prevention capabilities, Apptrove enables businesses to make informed decisions, improve campaign ROI, and scale their app growth.

Apptrove is an equal opportunity employer committed to providing a fair, inclusive, and respectful workplace. Employment decisions are made without discrimination on the basis of legally protected characteristics.

Apptrove’s Social Media presence:

Linkedin - https://www.linkedin.com/company/apptrovemmp/posts/?feedView=all

Website- https://apptrove.com/
Instagram - https://www.instagram.com/apptrove_hq/

Why this role exists

Apptrove is looking for a Customer Success Professional to own the customer journey from product demos and onboarding through implementation, go-live, and ongoing account growth. The role combines technical expertise and relationship management to drive successful integrations, product adoption, customer retention, and long-term growth through close collaboration with Sales, Product, Engineering, and Support.

What you'll do

• Lead product demos and discovery: Engage with prospective and newly acquired customers early in their journey, understand their business models and use cases, and tailor product demonstrations to their requirements.
• Own onboarding end-to-end: Manage the customer journey from kickoff to go-live, maintaining clear visibility into timelines, milestones, dependencies, deliverables, and progress across multiple accounts.
• Drive technical implementation: Work hands-on with SDK/API integrations, app configuration, attribution links, postbacks, in-app event tracking, and tracking validation to ensure accurate data collection and attribution.
• Manage implementation projects: Coordinate with client-side technical teams and internal stakeholders to ensure integrations are completed correctly, blockers are resolved, and onboarding progresses within agreed timelines.
• Enable customers on the platform: Guide customers through Apptrove's dashboard, reporting capabilities, attribution setup, campaign tracking, deep linking, and relevant platform features to ensure they can use the product confidently.
• Communicate proactively: Share relevant documentation, integration guides, checklists, action items, and next steps without waiting for customers to follow up.
• Identify and mitigate risks: Anticipate implementation delays, technical gaps, tracking discrepancies, and stakeholder misalignment; take ownership of issues and drive them to resolution.
• Manage ongoing customer relationships: Act as a trusted point of contact for existing customers, understand their evolving business needs, maintain regular engagement, and strengthen long-term partnerships.
• Drive product adoption and customer outcomes: Review customer usage, attribution data, campaign performance, and business objectives to recommend relevant features, optimization opportunities, and improvements.
• Own retention and account growth: Identify churn risks, support renewal discussions, and uncover opportunities for upselling, cross-selling, and account expansion in collaboration with the relevant commercial teams.
• Collaborate cross-functionally: Work closely with Sales, Product, Engineering, and Support to resolve escalations, communicate customer feedback, and ensure timely closure of technical and business concerns.
• Represent the voice of the customer: Share recurring challenges, product feedback, feature requests, and market insights with internal teams to improve the platform and customer experience.
• Maintain account and project visibility: Keep onboarding trackers, customer records, account plans, project timelines, and relevant CRM information accurate and up to date.

Requirements

• 3–6 years of experience in Customer Success, Technical Customer Success, Client Success, Onboarding, Implementation, or Account Management within a B2B SaaS or technology environment.
• B.Tech/BE degree is mandatory.
• Strong understanding of SDKs, APIs, postbacks, attribution links, tracking flows, and mobile app attribution ecosystems.
• Practical experience with SDK/API integrations, app tracking configuration, in-app event setup, integration validation, and technical troubleshooting.
• Understanding of mobile measurement platforms (MMPs), mobile user acquisition, performance marketing, and campaign attribution.
• Experience leading product demos, onboarding calls, technical discussions, customer training, and stakeholder reviews.
• Ability to understand customer business requirements and translate them into clear technical steps and actionable solutions.
• Strong relationship-management skills, with the ability to engage confidently with both technical teams and business decision-makers.
• Understanding of customer lifecycle management, product adoption, account health, retention, renewals, and expansion opportunities.
• Strong analytical and problem-solving skills, with the ability to interpret campaign performance and attribution data.
• Excellent written and verbal communication, presentation, stakeholder-management, and escalation-handling skills.
• Ability to manage multiple customer accounts and implementation timelines independently in a fast-paced environment.
• A strong learning mindset, high ownership, and the ability to use AI tools responsibly to improve productivity and execution.

How you work & who you are

• Proactive and Accountable: Take end-to-end ownership of customer onboarding and account management, anticipate customer needs, and ensure timely resolution of issues.
• Hands-on and Solution-Oriented: Troubleshoot technical challenges, manage escalations, and drive issues to closure through effective problem-solving and cross-functional collaboration.
• Customer-Focused and Organized: Build strong customer relationships through clear communication, responsiveness, and contextual understanding while managing multiple accounts, priorities, and timelines.

Edges that help

• Experience with MMPs, attribution platforms, AdTech/MarTech, or mobile marketing SaaS, with familiarity in deep linking, SKAN, fraud prevention, and mobile campaign optimization.
• Experience managing international customers across time zones, using CRM and project management tools, and working in a fast-paced SaaS environment.

Benefits

• Benefit from comprehensive medical insurance coverage.
• Enjoy attractive reimbursement policies within a supportive and nurturing workplace.
• Experience a five-day workweek culture supported by a collaborative and development-focused team.
• Continuous learning opportunities with clear avenues for career growth and development.
• Gain exposure to global customers, cross-functional teams, and large-scale SaaS products that solve real business challenges.
• Take ownership of high-impact initiatives with the opportunity to influence product, customer success, and business outcomes.
• Thrive in a collaborative, fast-paced environment that values innovation, continuous learning, and professional growth.
• Receive competitive, industry-leading remuneration commensurate with experience and contributions.