Customer Success Manager

Our client is a leading customer data platform (CDP), trusted by hundreds of the world's best-known consumer brands. Built on an end-to-end streaming architecture, their platform helps enterprises collect, connect and activate customer data to deliver personalized experiences across every screen and device.

The Customer Success Manager is responsible for managing a portfolio of high-revenue enterprise customers and maximizing retention and growth within them. This position works with key stakeholders at global consumer brands, with the objective of driving platform adoption, expanding data-driven use cases and growing account revenue. Success is measured on client retention, expansion and satisfaction.

* Build and maintain trusted relationships with key stakeholders and decision-makers within assigned accounts

* Act as the main point of contact and advocate for the customer

* Understand each customer's business goals and develop tailored success plans that drive measurable outcomes, such as reducing acquisition costs, increasing retention and optimizing campaign performance

* Provide expert guidance on the platform through use-case enablement, best practice and ongoing consultation

* Drive expansion of data-driven use cases and upsell platform products and features

* Articulate the value of an enterprise platform to collect and connect data for consumer-focused initiatives

* Partner with Solutions Consulting, Sales and Product to develop and execute account plans

* Feed customer insight back to Product to influence the roadmap

* Track and report on customer health, adoption trends and success outcomes

* Lead stakeholder business reviews (QBRs) to highlight achievements and align on future goals

* 3+ years in Customer Success, Account Management or Solutions Consulting within enterprise SaaS

* Experience with data, martech, CDPs or developer-adjacent platforms preferred

* Proven track record supporting high-revenue, large-scale global customers

* Senior stakeholder engagement and executive-level communication skills

* Able to translate a customer's business strategy into data-driven success plans and measurable outcomes

* Strong cross-functional collaboration with Solutions, Sales and Product

* AI-first mindset, using AI tools and automation for account planning, QBR narratives and follow-through

* Based in New York or willing to relocate (in office 4 days a week)

What's on offer

* Total compensation of $160,000–$175,000, including a base salary of $115,000–$120,000 and an equity grant

* Equity for every employee, plus a transparent career ladder and pay framework

* Fully funded premium health insurance and a 4% dollar-for-dollar 401(k) match

* Enterprise access to leading AI tools

* Daily catered lunch, healthy snacks, gym membership and a dog-friendly office

* Extra leave, including bonus annual leave and sabbatical leave

* A collaborative, in-office culture with offices across the US, Europe and Asia-Pacific

Research indicates that men will apply to a role when they only meet 50-60% of the descriptions, however, when looking at women and other minority groups, they can look for up to a 99% match in order to apply to a role. If you feel you are a fit for our role, please still apply, don’t worry if you don’t tick every single box. We’d still love to hear from you. We encourage underrepresented talent to apply to all our roles & support accessibility needs

* ##### Simon Gregory

* Simon

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