Client Success Manager
Seeking a Senior Client Success Manager to join the growing Client Success team. While the title is Customer Success Manager, this role is much closer to a strategic advisor, consultant, and trusted client partner than a traditional SaaS CSM.
What Makes This Role Different
• This is not a transactional account management role.
• This is not a playbook-driven customer success organization.
• This is not a role focused on upselling products, following scripted customer jneys, or driving expansion metrics.
• Instead, we are looking for someone who can become a trusted advisor to enterprise brands and agencies, helping them solve complex marketing, measurement, analytics, and data challenges.
• The ideal candidate is comfortable operating in ambiguity, building director/executive relationships, and helping clients think strategically about their business.
Client Portfolio: Clients include some of the largest brands and agencies in the world.
Enterprise Brands
• McDonald's
• Comcast
• Verizon
• Hershey
Agencies
• Code3
• VaynerX
• MMI
• Other large independent agencies
Each Senior CSM manages a small portfolio of approximately 3-4 highly strategic accounts, allowing for deep partnership and meaningful business impact.
Stakeholders They Will Work With - The successful candidate must be comfortable engaging with multiple stakeholder groups, including:
• Marketing leaders
• Media teams
• Analytics & Insights teams
• Data & Measurement teams
• Agency leadership
• Finance stakeholders
• Sales stakeholders
The ability to translate between technical and business audiences is critical.
What We're Looking For - Industry Experience Matters More Than Traditional CSM Experience
• Customer Success mechanics can be taught.
• Industry expertise, strategic thinking, and credibility with clients are much harder to develop.
• Candidates should bring experience from one or more of the following areas:
• AdTech
• MarTech
• Marketing Analytics
• Data & Measurement Platforms
• Digital Media
• Agency Strategy
• Agency Analytics
• Data Consulting
Preferred Company Backgrounds - We are particularly interested in candidates from companies such as:
• Funnel
• Adverity
• Snowflake
• Databricks
• Fivetran
• Supermetrics
Note: Some of these are partners so please approach carefully. Past experience at these companies is probably preferred than currently active. Additional experience from agencies, marketing analytics providers, measurement platforms, and data-focused consulting organizations is highly relevant.
Backgrounds We Are Not Prioritizing
• While we respect the talent developed at large technology companies, we are not actively targeting candidates from Google or Amazon for this search.
• Success at this company requires a highly entrepreneurial, consultative, and hands-on approach that differs significantly from many large platform environments.
Core Competencies - Strategic Thinking. Candidates should demonstrate the ability to:
• Influence client strategy
• Connect business objectives to data outcomes
• Lead executive-level conversations
• Drive long-term account plans
• Identify opportunities and risks proactively
Consultative Problem Solving
• We need people who naturally ask questions, diagnose root causes, and help clients solve business problems.
• The best candidates are comfortable saying: "What problem are we actually trying to solve?" before jumping into a solution.
Comfort With Ambiguity
• There is no script.
• There is no talk track tree.
• There is no rigid playbook.
• We need individuals who can create structure where it does not already exist and confidently navigate new situations.
Industry Fluency - Candidates should be able to speak credibly about:
• Marketing measurement
• Digital media
• Attribution
• Data pipelines
• Analytics
• Reporting
• Marketing technology ecosystems
They do not need to be deeply technical, but they must be able to understand client challenges and communicate effectively with both technical and business stakeholders.
Team Philosophy - The Client Success team is focused on:
• Strategic retention
• Long-term partnerships
• Customer outcomes
• Product adoption
• Executive relationships
• Business impact
Job-3627542