Customer Success Manager

• Lead and manage the Customer Success Manager (CSM) team, providing mentorship, coaching, and performance management.
• Define and evolve the team structure, processes, and career development paths as the Customer Success function scales.
• Continue hiring CSMs and Senior CSMs to support our client base.
• Own the post-sales customer lifecycle strategy with the goal of maximizing retention and improving customer experience.
• Develop and implement proactive customer success programs to improve onboarding, product adoption, customer health, and advocacy.
• Establish clear KPIs and reporting to track customer health, team performance, and business impact.
• Build and refine scalable processes to drive operational efficiency and consistency across the CSM team.
• Partner closely with Sales, Media Strategy, Product, and Engineering to deliver a seamless customer experience and voice of customer feedback loop.
• Drive alignment between Customer Success and Media Strategy on data reviews, reporting cadences, and campaign effectiveness insights.
• Influence product roadmap priorities by collecting and synthesizing feedback from the Customer Success team and customers.
• Engage directly with strategic customers as an executive sponsor and trusted advisor; lead high-risk retention efforts and escalations.
• Represent Customer Success in executive leadership discussions and planning.
• Identify and drive opportunities to automate and enhance customer engagement, health tracking, and value realization through tooling and workflows.
• Champion continuous learning and adoption of industry best practices within the Customer Success function.

Director of Customer Success

Head of Platforms, Customer Success

Customer Success Manager

Customer Success Manager – Strategic Accounts

Customer Success Specialist

Digital Success Manager