Customer Success Manager

About the Role

Reporting to the Director of Customer Success, the Customer Success Manager plays a critical role in making our strategic customers successful, deepening those relationships, and building lasting partnerships. As an early member of our CS team, you will own the client relationship, serve as the voice of the customer to cross-functional teams, and use data-driven insight to help customers get real value from their campaigns, all in service of a "Customers for Life" environment. This role suits a proactive, strategic thinker with a strong background in client-facing campaign management and a passion for building scalable processes in a fast-paced environment.

Responsibilities

• Ensure effective onboarding and training for new Onescreen customers.
• Build and own long-term relationships with your accounts, staying their primary point of contact well beyond launch and keeping them engaged across campaigns.
• Serve as a trusted advisor and product expert, going beyond onboarding and training to understand each customer's objectives and translate them into actionable roadmaps and account plans.
• Partner with Sales on business reviews to uncover customer goals and challenges, and develop solutions, action plans, and growth strategies together.
• Track how your accounts are performing and turn what you learn into a better client experience and repeat business.
• Partner with internal operations and measurement teams to keep campaign delivery on track, stepping in on vendor coordination when a campaign needs it.
• Contribute to a culture of continuous improvement, collaboration, and customer-centricity across the broader Customer Success and Revenue teams.
• Travel may be required (estimated 3–5x/year).

Cross-Functional Collaboration

• Collaborate closely with internal teams to build a "Customers for Life" environment through proactive engagement and continuous value delivery.
• Work closely with Media partners throughout the campaign lifecycle to keep delivery on track and turn performance data into clear, accurate results for customers.
• Partner with Product, Sales, and Marketing to share customer feedback and ensure our offering keeps pace with the evolving needs of our strategic customer base.

Data-Driven Decision Making

• Leverage account data and customer feedback to identify optimization opportunities, reduce churn, and enhance the customer experience.
• Track customer sentiment and engagement to anticipate risks and uncover expansion opportunities.
• Turn campaign measurement and reporting into clear, customer-facing insight that reinforces value and drives repeat business.

What You'll Bring

• 4–8 years of experience in client-facing campaign management or customer success.
• Strong project management skills with a proven ability to handle multiple accounts and priorities.
• Experience at startups, with a builder mindset and the ability to create and evolve scalable processes.
• Interest in or experience with AI tools, and enthusiasm for how they can improve the customer experience.
• Comfortable with our tech stack: a CRM (we use HubSpot), Google Suite, Gong, Zoom, and Slack.
• Bachelor's degree preferred.

Who You Are

• A self-starter who thrives on solving problems and taking initiative.
• A strong communicator, written and verbal, with the ability to present confidently.
• Skilled at forging authentic relationships with customers, vendors, and internal teams.
• Highly organized, able to multitask and manage shifting priorities.
• A strategic thinker and storyteller with sharp attention to detail.
• Creative, adaptable, and results-driven, with a team-first mentality.

Location & Compensation:

• Location: Boston, New York City,

• Base Salary Range: $80,000 - $110,000 + Corporate Variable Bonus