Strategic Customer Success Manager
New
B
Branch MetricsMarTech AdTech
Remote in TX ,CO, IL, FL, GA, ID, IN, KS, MD, MA, NE, NV, NC, OR, PA, TN, UT, VA, CA, NY & WAFull-TimeSenior
SalaryEstimated pay for this role, if based in TX ,CO, IL, FL, GA, ID, IN, KS, MD, MA, NE, NV, NC, OR, PA, TN, UT or VA is $143,500 to $180,000. the estimated pay for this role, if based in CA, NY or WA is $159,400 to $190,000. Compensation for this role is base compensation + commission. Compensation shown is on target earning.
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Job Details
- Experience
- 6+ years
- Required Skills
- SalesforceGoogle AnalyticsTableauAccount ManagementCustomer SuccessSaaSAsanaLooker
Requirements
- 6+ years of experience in Customer Success or strategic Account Management, including a proven track record of retaining and growing global flagship accounts ($1M+ ARR).
- 2+ years of experience in the AdTech / MarTech space preferable working with large, global, or strategic-tier clients.
- Comfort engaging and influencing senior stakeholders, up to the VP and C-level, across multiple regions and business units.
- Demonstrated experience as an AI Champion, successfully introducing, advocating for, and scaling AI solutions.
- Strong business acumen with the ability to connect product capabilities to customer business objectives, P&L impact, and value-based use-case adoption.
- Proven track record of orchestrating matrixed, cross-functional teams against complex accounts and navigating decentralized buying centers.
- Experience supporting customers on cloud-based SaaS platforms with enough technical fluency to lead solution conversations.
- Excellent client management, written, and verbal communication skills with a bias for action and strong ownership.
- Comfort pulling and interpreting aggregate-level data using tools like Looker, Tableau, or Google Analytics to build a compelling value narrative.
- Self-starter, entrepreneurial mindset and fluency with CRM and productivity tools (Salesforce, Asana, JIRA, Notion, Catalyst).
Responsibilities
- Own the full customer lifecycle for a focused portfolio of global, strategic accounts, running each as a tailored program with its own joint success plan, governance cadence, and value map.
- Embed as a trusted advisor across decentralized buying centers and multiple business units, building multi-threaded relationships up to the VP and C-level.
- Act as the “quarterback” for a global virtual account team, orchestrating Account Management, Solutions / Professional Services, Support, Product, and Engineering against a single account across all major regions.
- Design and scale AI-powered customer programs by identifying high-impact use cases, developing repeatable playbooks, and enabling customers to successfully adopt AI across their teams and business processes.
- Drive adoption and consumption growth by connecting Branch capabilities to each customer’s macro business strategy, and quantify impact across their business units and regions.
- Own expansion and upsell motions directly on retention-focused accounts and partner closely with Account Management on accounts with active net-new whitespace.
- Lead strategic success planning, QBRs, and EBRs tailored to each regional buying center.
- Guide high-stakes consolidation and “build vs. buy” evaluations.
- Navigate complex commercial and governance realities and build governance frameworks that keep sprawling accounts aligned.
- Build compelling demonstrations, executive presentations, and business value documents.
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