Senior Customer Success Manager, Strategic Accounts

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Take ownership of retention, health, and growth outcomes for 10–30 key, high-value customer accounts, which includes renewals and expansion in collaboration with Sales.

• Create and oversee multi-month onboarding initiatives that establish repeatable processes for creative testing.

• Develop account plans that outline customer organizations, stakeholders, objectives, risks, and opportunities for expansion.

• Assess customers' creative strategy processes, pinpoint inefficiencies, and enhance them through education, best practices, Motion, and Runneth.

• Cultivate relationships throughout customer organizations, engaging with individual contributors up to VP and C-suite stakeholders.

• Facilitate executive business reviews linked to marketing leadership metrics.

• Deliver strategic customer insights to Product and Leadership to help shape the product roadmap.

• Generate industry insights and produce client insights as well as thought-leadership content.

• Utilize Runneth and internal AI workflows for creative audits, call synthesis, onboarding, report preparation, and tailored deliverables.

⛳️ Requirements

• Minimum of 3 years of experience in performance marketing, customer success, account management, or client services within a B2B SaaS environment.

• At least 2 years of experience managing strategic, enterprise, or high-value accounts.

• Proven track record of owning retention and expansion results for a designated book of business.

• Ability to build trust with senior marketing leaders (VP, CMO, agency principals) and lead high-level executive discussions.

• Experience in directing complex, multi-stakeholder onboarding and change management across various teams.

• Excellent public speaking, presentation, and relationship-building abilities.

• Resourceful and self-motivated, with a genuine enthusiasm for learning and teaching.

• Outstanding organizational skills.

• AI as a fundamental aspect of daily work habits.

• Bonus: Experience in media buying or performance marketing (Meta, TikTok, YouTube), agency-side experience, or a strong understanding of the role of creative in paid media.

🏝️ Benefits

• Equity for all employees.

• Health benefits starting from day one.

• Monthly health & lifestyle stipend.

• 20 days of paid time off (PTO).

• $1,500 stipend for work-from-home expenses.

• Remote-first work model, with hybrid options available.

• Annual team offsite event.

• Summer company retreat.

• Daily collaboration on Roam, an AI-powered virtual office.