Customer Success Manager, Lead
Remote
Job Summary
Lead and develop a team of Customer Success Managers while directly managing a portfolio of self-serve advertising clients. Set clear expectations by tracking quarterly revenue targets, retention metrics, and expansion pipeline, then coach CSMs to execute strategic account plans. Reinforce a commercial mindset that empowers the team to own the full client lifecycle, from onboarding through renewal and expansion. Hire, onboard, and develop top talent while defining the CS operating model, playbook, and best practices for your business line. Partner with Platform Success on portfolio-level analytics and cross-functional leaders to represent the CS perspective and drive solutions. Provide expert guidance on the fullthrottle.ai platform, including campaign setup, performance analysis, and optimization strategies. Work with Product teams to influence the roadmap based on client needs and industry trends surfaced from your portfolio.
Required Qualifications
- 5+ years of experience in account management, campaign strategy, or execution within the programmatic, adtech, or marketing technology space
- 3+ years of experience managing and developing high-performing teams, with a proven ability to lead from the front and inspire excellence
- Proven track record managing self-serve advertising clients, including full ownership of onboarding, QBR execution, and renewal conversations
- Deep understanding of self-serve platform workflows, self-service customer education, and how to drive adoption and engagement in low-touch models
- Proven track record of driving revenue growth across many large customer accounts through strong relationships and strategic planning
- Deep understanding of Real-Time Bidding (RTB), DSPs, and programmatic advertising fundamentals, with hands-on platform expertise
- Strong ability to simplify and communicate technical concepts with confidence, leveraging platform knowledge to support client success
- Proven success in identifying and closing expansion opportunities within existing accounts, driving incremental revenue growth
- Demonstrated success in solving complex challenges through data-driven decision-making and creative problem-solving
- Excellent organizational skills with strong attention to detail, time management, and ability to prioritize in a fast-paced environment
- Exceptional written and verbal communication skills, with the ability to build trust and alignment across teams and clients
- Strong management and leadership skills through a collaborative, inclusive approach, comfortable with both mentoring and hands-on execution
- Ability to build strong relationships with internal and external stakeholders at all levels, from individual contributors to executive leadership
- Track record of setting clear expectations, coaching teams to excellence, and maintaining accountability to performance targets
- Proactive, solutions-focused leader who thrives in a fast-paced, evolving environment and drives continuous improvement
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