Strategic Customer Success Manager - MarTech / AdTech, US
$159,400–$190,000 year
RemoteCalifornia, United States or New York, United States
Job Summary
Own the full customer lifecycle for a focused portfolio of global, strategic accounts by running tailored programs with joint success plans and governance cadences. Embed as a trusted advisor across decentralized buying centers, building multi-threaded relationships up to the VP and C-level while acting as the quarterback for a global virtual account team. Design and scale AI-powered customer programs by identifying high-impact use cases and enabling adoption across business processes. Drive adoption and consumption growth by connecting Branch capabilities to macro business strategies, and lead high-stakes consolidation and build-vs-buy evaluations. Navigate complex commercial realities, including custom MSAs and multi-region renewals, to build governance frameworks that keep sprawling accounts aligned. Lead strategic success planning, QBRs, and EBRs tailored to each regional buying center, securing clear next steps on support tickets and feature requests.
Required Qualifications
- 6+ years of experience in Customer Success or strategic Account Management
- proven track record of retaining and growing global flagship accounts (e.g., $1M+ ARR)
- 2+ years of experience in the AdTech / MarTech space
- 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
- bias for action
- strong sense of ownership and accountability
- Comfort pulling and interpreting aggregate-level data using tools like Looker, Tableau, or Google Analytics
- A self-starter, entrepreneurial mindset
- fluency with CRM and productivity tools (e.g., Salesforce, Asana, JIRA, Notion, Catalyst)
- remote in TX ,CO, IL, FL, GA, ID, IN, KS, MD, MA, NE, NV, NC, OR, PA, TN, UT, VA, CA, NY & WA
Desired Qualifications
- working with large, global, or strategic-tier clients
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