Senior Customer Success Manager

Intentwise is a company focused on building the future of commerce intelligence and AI-driven retail media operations. They are seeking a Senior Customer Success Manager to serve as a strategic partner to customers, ensuring they maximize value from Intentwise’s platform and solutions while driving adoption, retention, and growth.

Responsibilities:

• Build trusted partnerships with key customer stakeholders across brands, agencies, and commerce teams
• Act as a strategic advisor, helping customers maximize value from Intentwise’s platform and solutions
• Lead regular business reviews, success planning, and executive-level conversations
• Ensure customers successfully adopt and expand their use of Intentwise Ad Optimizer, Intentwise Analytics Cloud, Intentwise Explore, and emerging AI solutions
• Identify opportunities for account growth, upsells, cross-sells, and long-term expansion
• Partner closely with Sales to support renewals and revenue growth initiatives
• Serve as the primary advocate for customers across Product, Engineering, Marketing, and Sales
• Gather customer feedback, identify trends, and influence product direction based on market needs
• Help customers navigate change and adopt new capabilities as the retail media landscape evolves
• Monitor account health and customer engagement to identify risks before they become issues
• Develop action plans that improve retention, satisfaction, and business outcomes
• Drive resolution of customer challenges with urgency and ownership
• Travel periodically to customer offices, industry events, and conferences as needed
• Build strong relationships within the broader retail media and e-commerce ecosystem

Requirements:

• 5+ years of experience in Customer Success, Account Management, Consulting, or a related customer-facing role
• Hands-on experience working with Amazon Ads, Walmart Connect, retail media networks, or e-commerce technologies
• Proven success managing customer relationships, driving retention, renewals, and account growth
• Strong business acumen with the ability to connect platform capabilities to customer outcomes
• Excellent communication, presentation, and stakeholder management skills
• A proactive, highly organized approach with a strong sense of ownership and execution
• Passion for helping customers succeed in a fast-paced SaaS environment
• Bachelor's degree in Business, Marketing, Communications, or a related field required
• Experience in retail media, digital advertising, e-commerce, or analytics platforms strongly preferred