Customer Success Manager, Emerging Business

customer successCRMSalesforceIntercomAdTechSaaSdigital advertisingperformance marketingautomationcustomer retentioncustomer engagementconnected TVmartech

Key details

Salary

Not specified

Employment type

Full-time

Seniority

Mid-level

Years experience

3-5

Location

United States

Full job description

MNTN is hiring a mid-level Customer Success Manager for a full-time remote role in the United States. The role involves managing a high-volume portfolio of Emerging Business customers in Connected TV advertising. Responsibilities include driving customer retention, adoption, and growth through data-informed prioritization, scalable engagement strategies, and collaboration with sales teams. The candidate will build and execute scalable customer success programs and maintain CRM data. Requirements include 2-5 years experience in Customer Success or related fields, strong analytical skills, experience with Salesforce or Intercom, knowledge of digital advertising and AdTech, and a builder mindset focused on process improvement and measurable business outcomes.

What you'll do

Manage a large portfolio of customers, prioritizing engagement based on account health, customer needs, growth potential, and business impact
Drive customer retention, adoption, and long-term success through proactive outreach, optimization recommendations, and scalable engagement strategies
Identify expansion opportunities and partner with the Emerging Business sales team to grow customer investment while mitigating churn risk across your shared portfolio
Leverage customer health signals, platform usage, campaign performance, and automation to determine where your time and attention will have the greatest impact
Build and execute scalable customer success programs, including automated journeys, webinars, training, playbooks, and self-service resources that help customers succeed
Help customers improve business outcomes by sharing best practices and strategic recommendations focused on customer acquisition, conversion, and campaign performance
Collaborate closely with your pod, Customer Success leadership, and cross-functional partners to continuously improve customer programs, operational processes, and the overall customer experience
Maintain accurate CRM data and use customer insights to inform decisions, identify trends, and contribute to the evolution of MNTN's Customer Success organization

Requirements

2–5 years of experience in Customer Success, Account Management, Client Success, SaaS, AdTech, or another customer-facing role
Experience managing a high-volume portfolio while effectively balancing competing priorities
Strong analytical and prioritization skills, with the ability to leverage customer data and business insights to drive action
Experience building relationships at scale through a combination of proactive outreach, automation, and customer education
Experience partnering closely with Sales or Account Executives to support customer retention and growth
Experience using Salesforce, Intercom, or similar CRM and customer engagement platforms
Knowledge of digital advertising, performance marketing, SaaS, AdTech, or MarTech, with an understanding of customer acquisition, conversion, and ROAS
A builder mindset with a passion for improving processes, scaling customer success programs, and helping customers achieve measurable business outcomes