Strategic Customer Success Manager - MarTech / AdTech, US

Branch provides AI-enhanced linking, attribution, and mobile SaaS solutions that help growth-focused teams measure performance and improve customer engagement. The Strategic Customer Success Manager will manage a focused portfolio of complex global accounts, serving as a trusted advisor while driving governance, adoption, retention, expansion, and measurable business value. The role will coordinate cross-functional account teams, lead executive engagements, and develop AI-powered customer programs.

Responsibilities:

• Own the full customer lifecycle for a focused portfolio of global, strategic accounts — running each as a tailored program with its own joint success plan, governance cadence, and value map
• Embed as a trusted advisor across decentralized buying centers and multiple business units, building multi-threaded relationships up to the VP and C-level
• Act as the “quarterback” for a global virtual account team — orchestrating Account Management, Solutions / Professional Services, Support, Product, and Engineering against a single account across all major regions
• Design and scale AI-powered customer programs by identifying high-impact use cases, developing repeatable playbooks, and enabling customers to successfully adopt AI across their teams and business processes
• Drive adoption and consumption growth by connecting Branch capabilities to each customer’s macro business strategy, and quantify impact across their business units and regions
• Own expansion and upsell motions directly on retention-focused (Defend / Maintain) accounts, and partner closely with Account Management to drive growth on accounts with active net-new whitespace (Grow)
• Lead strategic success planning, QBRs, and EBRs tailored to each regional buying center, securing clear next steps on support tickets and feature requests
• Guide high-stakes consolidation and “build vs. buy” evaluations that reshape how customers weigh internal engineering investment versus partnering with Branch
• Navigate complex commercial and governance realities — custom MSAs, multi-BU and multi-region renewals, and procurement processes — and build the governance frameworks that keep sprawling accounts aligned
• Build compelling demonstrations, executive presentations, and business value documents that articulate ROI and reinforce renewal and growth
• Serve as the vital link between customers and Branch: set expectations proactively, surface and close gaps, lead customer communications, and support technical issue resolution alongside our specialist teams

Requirements:

• 6+ years of experience in Customer Success or strategic Account Management, including a proven track record of retaining and growing global flagship accounts (e.g., $1M+ ARR)
• Comfort engaging and influencing senior stakeholders, up to the VP and C-level, across multiple regions and business units
• Demonstrated experience as an AI Champion, successfully introducing, advocating for, and scaling AI solutions that enhance operational efficiency and customer impact
• Strong business acumen — the ability to connect product capabilities to customer business objectives, P&L impact, and value-based use-case adoption
• A track record of orchestrating matrixed, cross-functional teams against complex accounts, and navigating decentralized buying centers and intricate org dynamics
• Experience supporting customers on cloud-based SaaS platforms, with enough technical fluency to lead solution conversations and support issue resolution when needed
• Excellent client management, written, and verbal communication skills, with a bias for action and a strong sense of ownership and accountability
• Comfort pulling and interpreting aggregate-level data using tools like Looker, Tableau, or Google Analytics to build a compelling value narrative
• A self-starter, entrepreneurial mindset and fluency with CRM and productivity tools (e.g., Salesforce, Asana, JIRA, Notion, Catalyst)
• This role does not qualify for relocation or visa sponsorship
• 2+ years of experience in the AdTech / MarTech space preferable working with large, global, or strategic-tier clients