Customer Success Manager

About YOUKNOW Technologies

At YOUKNOW Technologies, we partner with Africa’s leading brands to elevate their digital and marketing strategies. As a trusted reseller of the world’s most powerful martech platforms, we combine global technology with local expertise - think big, be lekker! We are looking for a dedicated Customer Success Manager within the YOUKNOW Connect division. In this role, you will be the strategic bridge between our clients' growth objectives and their martech investments, ensuring they realise the full value of our partner offering. Our clients are across Africa, the role has potential to travel for events and in-person workshops.

The Role

You will serve as the primary strategic advisor and trusted partner for our MMP accounts. Your focus will be on driving product adoption, managing the post-sales lifecycle, and ensuring our clients hit their performance media targets. You will guide clients through complex mobile attribution data and help them make smarter, data-driven decisions.

Key Responsibilities

• Strategic Onboarding & Adoption:Lead the end-to-end onboarding process, ensuring seamless technical setups (SDKs, APIs, deep linking) and continuous platform adoption.
• Value Realisation & ROI:Conduct regular Executive Business Reviews (EBRs) with senior stakeholders to align on business goals, showcase campaign/project impact, and present actionable optimisation strategies.
• Paid Media & UA Consulting:Guide clients through the complexities of the mobile ecosystem, including user acquisition strategy, SKAdNetwork, fraud protection, campaign measurement (CPA, ROAS, incrementality), etc.
• Account Growth & Retention:Proactively identify risk factors to mitigate churn, while surfacing opportunities for account expansion, upselling, and feature adoption.
• Technical Troubleshooting & Advocacy:Act as the first line of strategic support, translating complex technical data into clear insights, and escalating intricate issues to technical teams when necessary.

What You Bring

• MarTech/AdTech Experience:3-5+ years in Customer Success, Account Management, or a strategic client-facing role within SaaS, digital agencies, or adtech.
• MMP & Mobile Attribution Expertise:Hands-on experience with platforms like AppsFlyer and Branch or similar Mobile Measurement Partners. You understand mobile app analytics inside and out, how they work, why they work, and what makes an impactful delivery.
• Paid Media Fluency:Deep knowledge of the performance marketing landscape and mobile ad networks.
• Relationship Management:Exceptional communication skills with a proven track record of nurturing accounts.
• Marketing Analytics: Understanding of KPIs within a marketing team such as ROAS, CPC, CLV, ROI, CAC, and more. Knowledge of conversion events, event taxonomies for app and web, dashboards that answer key business questions, and translating insights into tangible commercial value.
• Our ideal candidate not only has martech knowledge but also brings soft skills. Traits like adaptability, willingness to learn, positive attitude, critical and creative thinking, and can communicate openly and effectively with the team. Someone who is collaborative, as we win and learn as a team.

Why YOUKNOW?

• Work with industry-leading global tech while being part of a grounded, proudly South African team.
• Hybrid/remote work flexibility with opportunities to travel and meet key clients face-to-face.
• Invested in your personal development and growth within the company.
• A collaborative environment focused on continuous learning, certifications, and professional growth.
• Lekker people, the coolest clients, the best tech, and invested in your growth.