Customer Success Manager, Retail & Ecommerce

customer successaccount managementdigital advertisingCTVSaaSAdTechMarTechperformance marketingSalesforceIntercomCRMcustomer engagementretentionrevenue growthstrategic relationships

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 the Retail & Ecommerce vertical to manage a portfolio of mid-market customers. The role focuses on driving revenue expansion, retention, and long-term partnerships through strategic account management and consultative support. Responsibilities include managing customer lifecycle, building trusted relationships, driving retention and growth, onboarding new customers, understanding industry trends, monitoring account health, and collaborating cross-functionally. Candidates should have 3-6 years of experience in Customer Success or Account Management, preferably in digital advertising, CTV, SaaS, AdTech, MarTech, or performance marketing. Strong skills in relationship-building, communication, data-driven decision making, and experience with Salesforce or similar CRM platforms are required. The position is full-time and remote, based in the United States.

What you'll do

Manage a portfolio of customers within your assigned industry vertical, serving as their primary advisor throughout the customer lifecycle
Build trusted relationships with key stakeholders by developing a deep understanding of each customer's business, goals, competitive landscape, and marketing strategy
Drive customer retention, revenue growth, and long-term success through proactive account planning, business reviews, campaign optimization, and strategic recommendations
Identify expansion opportunities and partner with the sales team within your vertical to grow customer investment, strengthen relationships, and achieve shared revenue goals
Lead new customer onboarding, ensuring customers quickly realize value and become confident, successful users of the MNTN platform
Become an expert in your assigned vertical by understanding industry trends, seasonal opportunities, performance benchmarks, and evolving customer needs, then applying those insights to help customers grow
Monitor account health, anticipate risks, and proactively resolve challenges before they impact customer outcomes or renewal conversations
Collaborate cross-functionally to deliver a seamless customer experience while helping shape playbooks, processes, and best practices

Requirements

3–6 years of experience in Customer Success, Account Management, or a similar customer-facing role managing strategic customer relationships
Experience in digital advertising, CTV, SaaS, AdTech, MarTech, or performance marketing
Proven success driving customer retention, revenue growth, and expansion across a dedicated book of business
Strong relationship-building skills with the ability to influence stakeholders and serve as a trusted advisor
Experience partnering closely with Sales Executives to deliver exceptional customer outcomes and shared business results
Strong communication and presentation skills, with experience leading executive business reviews and strategic customer conversations
Comfort using data and performance insights to identify opportunities, solve problems, and demonstrate business value
Experience with Salesforce, Intercom, or similar CRM and customer engagement platforms