SuperAwesome

Customer Success Manager

• Own the global post-sale customer strategy as the single accountable leader
• Define and execute a scalable Customer Success strategy aligned with company growth goals
• Partner closely with the wider Commercial teams and Product to deliver a seamless customer journey
• Drive customer renewals, retention, and expansion across all markets
• Identify upsell and cross-sell opportunities across SuperAwesome’s product suite
• Build frameworks to maximize customer lifetime value (LTV)
• Translate campaign and product performance into clear insights (“the why”)
• Develop compelling narratives that demonstrate value and unlock growth opportunities
• Establish data-driven account planning and success measurement frameworks
• Build, lead, and mentor a high-performing global Customer Success team, across North America, UK, and EMEA
• Create clear career paths, performance frameworks, and coaching structures to support a high performance culture
• Lead strategic planning across media, creators, and gaming channels
• Ensure customers are leveraging the full breadth of SuperAwesome’s capabilities
• Drive integrated solutions that deliver measurable outcomes
• Increase adoption across all SuperAwesome offerings
• Partner with Product teams to provide customer feedback and influence roadmap
• Ensure customers understand and utilize new features and capabilities
• Define and elevate the global customer experience
• Standardize best practices for communication, reporting, and engagement
• Build scalable processes while maintaining a high-touch, premium experience
• Act as executive sponsor for key accounts
• Own and resolve complex customer escalations
• Implement proactive risk identification and mitigation strategies

Global Head of Customer Success