Customer Success Manager

• Serve as the primary day-to-day contact for 8–12 tech and media accounts, delivering timely, accurate, and proactive support.
• Manage client requests, coordinate deliverables, and monitor engagement in partnership with Strategic Research Leads (SRLs) and Audience Experience Managers (AXMs).
• Maintain account health dashboards and proactively surface risks and opportunities to the KAD.
• Execute renewal processes in collaboration with the KAD to ensure seamless cycles.
• Use ChurnZero and related tools to monitor and improve account health.
• Reinforce client loyalty by consistently demonstrating value and ROI.
• Support the KAD in executive-level business reviews, strategic planning, and growth discussions.
• Translate client objectives into tactical plans and ensure cross-functional alignment and execute against long-term strategies.
• Gain visibility into commercial strategy and enterprise growth planning.
• Coordinate with AXMs, SRLs, Product, Customer Solutions, and Marketing to execute client initiatives.
• Develop increasing autonomy in day-to-day decision-making and client strategies; escalate only high-impact or cross-portfolio items requiring KAD alignment or approval.
• Co-create and refine SOPs and workflows to improve efficiency and enable scalability.
• Advocate for client needs internally and align execution with KAD-led account strategies.

Customer Success Associate

Analyst – CRM, Fintech, AI

Customer Success Manager

Senior Customer Success Manager

Customer Success Team Lead – POD Lead