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

AVP, Client Experience Manager

VP, Growth Success Manager

Senior Director, Digital Customer Success Transformation – Innovations

Customer Success Operations Manager

Strategic Customer Success Manager