Senior Customer Success Manager

Role Overview

• Manage the full client lifecycle — from campaign launch through optimization — for a portfolio of enterprise accounts
• Build deep, trust-based relationships by proactively surfacing insights, best practices, and strategic recommendations
• Serve as the primary point of contact, ensuring clients are consistently deriving measurable value from the platform
• Own renewal and expansion targets across your book of business
• Identify and pursue upsell and cross-sell opportunities through a deep understanding of each client's goals
• Forecast account health accurately and act early on risk signals
• Guide clients through campaign strategy, execution, and performance optimization on the Vibe platform
• Contextualize platform results within a broader multi-channel strategy, including incrementality measurement and ROAS framing
• Translate performance data into clear, actionable recommendations that clients can act on immediately
• Bring customer feedback and unmet needs directly into product and roadmap conversations
• Partner with Sales, Product, and Analytics to resolve challenges and improve the platform experience
• Represent the customer perspective in internal decisions without losing sight of 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 — you don't wait to be told what the problem is.

Benefits

• Full health coverage — Comprehensive medical, dental, and vision insurance.
• 401(k) with matching — We invest in your future, not just your output.
• Unlimited PTO — Take the time you need. We measure results, not hours.
• Parental leave — Paid leave for all parents.
• Annual offsite — The whole team, once a year, somewhere worth the trip.