Sr./Customer Success Manager

Senior Customer Success Manager - Retail & Place-Based DOOH Media

Location: NYC Hybrid 2-3x/wk

About the Company

Our client is a technology-enabled out-of-home (DOOH) media network reaching consumers through an extensive footprint of retail touchpoints nationwide, delivering data-driven advertising for major national brands.

Job Summary

Our client is seeking a Senior Customer Success Manager to help build its Customer Success function and drive post-sale growth across priority advertisers, agencies, and strategic accounts. This is a strategic, commercially oriented role — not a traditional campaign management or reactive client service position — for someone who can serve as a trusted partner to sophisticated media customers while driving measurable retention and account growth. The role owns a portfolio of key relationships across the full post-sale lifecycle: onboarding, enablement, performance reviews, QBRs, renewals, upsell, cross-sell, and expansion.

Working closely with Sales and the Head of Customer Success, this person will help establish a clear separation between new-logo acquisition (Sales) and existing-account growth (Customer Success) — deepening relationships, protecting revenue, and expanding the company's footprint within strategic accounts.

Responsibilities

• Own the post-sale relationship for a portfolio of priority advertisers, agencies, and strategic accounts
• Develop strategic account plans mapping decision-makers, buying centers, budget cycles, and expansion potential
• Lead QBRs/EBRs and strategic business reviews, translating campaign performance and insights into customer value and growth narratives
• Maintain a proactive view of customer health, renewal risk, and expansion potential; identify and mitigate risks early
• Drive renewals, upsell, cross-sell, new use cases, and broader account penetration
• Serve as the central post-sale partner coordinating Sales, Product, Measurement, Data, and other internal teams around customer needs
• Bring voice-of-customer feedback into product, packaging, and commercial planning; help build out Customer Success processes and playbooks as the function scales

Qualifications

Required

• Proven success in Customer Success, Strategic Account Management, or a similar post-sale commercial role
• Track record of retaining and growing revenue in existing accounts through renewals, upsell, cross-sell, and account expansion
• Experience owning complex, high-value advertiser and/or agency relationships, including senior-level engagement
• Strong understanding of advertising, media buying, campaign performance, and measurement-driven storytelling
• 7+ years of progressively responsible experience in Customer Success, Account Management, or related commercial roles in media/ad tech

Preferred

• Background in ad tech, CTV, digital media, retail media, DOOH, or programmatic advertising
• Fluency with DSPs, SSPs, agency trading desks, and holding company structures
• Experience with Salesforce, Tableau, Power BI, or similar CS/commercial platforms
• Experience in a fast-growing or high-change environment

Compensation: $130K–$150K base + variable

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