Senior Customer Success Manager

WHO WE ARE

The company (NYSE: the company) is the AI-Powered Marketing Cloud that leverages advanced artificial intelligence (AI) and trillions of consumer signals to make it easier for marketers to acquire, grow, and retain customers more efficiently. Through the company Marketing Platform (ZMP), our vision is to make sophisticated marketing simple by unifying identity, intelligence, and omnichannel activation into a single platform – powered by one of the industry’s largest proprietary databases and AI. Our enterprise customers across multiple verticals are empowered to personalize experiences with consumers at an individual level across every channel, delivering better results for marketing programs. The company was founded in 2007 by David A. Steinberg and John Sculley and is headquartered in New York City with offices around the world. To learn more, go to [link for members] .

THE ROLE

The company is seeking a Senior Customer Success Manager, CRM. In this role, you will serve as a strategic partner to enterprise clients, helping them maximize the value of the company's marketing technology solutions to drive customer engagement, retention, and growth.

You will own relationships with a portfolio of clients, working closely with marketing leaders and cross-functional teams to develop data-driven strategies, optimize campaign performance, and deliver measurable business results. The ideal candidate brings a strong understanding of lifecycle marketing, a consultative approach to client relationships, and the ability to translate complex marketing challenges into actionable solutions.

RESPONSIBILITIES

• Own Strategic Client Relationships: Serve as the primary point of contact and trusted advisor for a portfolio of enterprise clients, building strong relationships with key stakeholders and understanding their business objectives, marketing strategies, and KPIs.

• Drive Loyalty Strategy & Performance: Partner with clients to develop and execute loyalty and lifecycle marketing strategies that improve customer engagement, acquisition, retention, and lifetime value.

• Deliver Data-Driven Insights: Analyze campaign performance, customer engagement trends, and marketing KPIs to identify optimization opportunities and provide actionable recommendations.

• Maximize Platform Adoption: Guide clients in leveraging the company's platform capabilities, ensuring they are effectively utilizing available solutions to achieve their marketing and business goals.

• Lead Strategic Business Reviews: Present campaign results, performance insights, and strategic recommendations to client stakeholders, demonstrating measurable value and identifying opportunities for continued growth.

• Support Client Retention & Growth: Proactively identify account risks, address client challenges, and partner with commercial teams to uncover opportunities for upselling, cross-selling, and expanding client relationships.

• Collaborate Cross-Functionally: Work closely with internal teams across Customer Success, Analytics, and Operations to execute client initiatives, resolve challenges, and deliver a seamless client experience.

• Champion the Voice of the Customer: Share client feedback, industry trends, and emerging needs with internal stakeholders to inform product enhancements and improve the overall customer experience.

• Drive Operational Excellence: Manage multiple client priorities, oversee key deliverables, and ensure timely execution while maintaining a high standard of client service.

REQUIREMENTS

• 5+ years of experience in Customer Success, Client Services, Account Management, or a related client-facing role within MarTech, SaaS, or digital marketing.

• Strong understanding of email marketing, marketing automation, loyalty programs,  and customer lifecycle strategies.

• Experience managing enterprise client relationships and serving as a strategic advisor to senior marketing stakeholders.

• Demonstrated ability to analyze marketing performance data, identify trends, and translate insights into actionable business recommendations.

• Excellent communication, presentation, and relationship management skills, with the ability to engage both technical and non-technical audiences.

• Strong project management and organizational skills, with the ability to balance multiple client accounts, competing priorities, and cross-functional initiatives.

• A proactive, solutions-oriented mindset and the ability to thrive in a fast-paced, collaborative environment.

NICE TO HAVE

• Experience working with enterprise email service providers (ESPs), customer data platforms (CDPs), or marketing automation platforms such as Salesforce Marketing Cloud, Adobe Campaign, Braze, Iterable, or similar technologies.

• Familiarity with email marketing performance metrics, including deliverability, engagement, conversion, and customer retention.

• Experience with audience segmentation, personalization, customer journey orchestration, and omnichannel marketing strategies.

• Understanding of marketing data, analytics, and campaign measurement.

LOCATION

This is a remote position based in the United States .

BENEFITS & PERKS

• Unlimited PTO

• Excellent medical, dental, and vision coverage

• Employee Equity and Stock Purchase Plan

• Employee Discounts, Virtual Wellness Classes, and Pet Insurance And more!!

SALARY RANGE

The salary range for this role is  $90,000 - $100,000 de pending on location and experience.

PEOPLE & CULTURE AT the company

The company considers applicants for employment without regard to, and does not discriminate on the basis of an individual’s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does the company discriminate on the basis of sexual orientation, gender identity or expression.

We’re committed to building a workplace culture of trust and belonging, so everyone feels invited to bring their whole selves to work. We provide a forum for employees to celebrate, support and advocate for one another. Learn more about our commitment to diversity, equity and inclusion here:  [link for members]

The company IN THE NEWS!

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