Senior Customer Success Manager

What you'll do

• Manage the full client lifecycle from campaign launch through optimization for enterprise accounts
• Build deep, trust-based relationships by surfacing insights, best practices, and strategic recommendations
• Serve as primary point of contact ensuring clients derive measurable value from the platform
• Own renewal and expansion targets across book of business
• Identify and pursue upsell and cross-sell opportunities aligned with client goals
• Forecast account health and act early on risk signals
• Guide clients through campaign strategy, execution, and performance optimization on the Vibe platform
• Contextualize platform results within broader multi-channel strategy including incrementality measurement and ROAS framing
• Translate performance data into clear, actionable recommendations
• Bring customer feedback and unmet needs into product and roadmap conversations
• Partner with Sales, Product, and Analytics to resolve challenges and improve platform experience
• Represent customer perspective in internal decisions balancing business priorities

Requirements

• 5+ years managing mid-market or enterprise accounts on a digital advertising platform — streaming TV, paid social, search, or similar
• Proven track record of hitting retention and expansion targets across a named account portfolio
• Hands-on experience with incrementality measurement and the ability to contextualize ROAS within a full-funnel marketing strategy
• Comfort working across CRM and analytics tools to monitor account health, build reports, and drive scalable engagement
• Ability to operate independently across a cross-functional environment
• Experience with Looker, Planhat, or similar customer success/analytics tooling (nice to have)
• Background in connected TV (CTV) or streaming TV advertising specifically (nice to have)
• Experience building or improving CS processes at a high-growth SaaS or platform company (nice to have)

Tech stack

Benefits