Agency Customer Success Manager

FERMÀT is the AI native commerce platform that optimizes shopping experiences, leading to best-in-class shopper engagement and conversion. We help brands transform clicks into conversions with dynamic, personalized shopping experiences—built and optimized in minutes.

Backed by VMG, Bain Capital Ventures, Greylock, QED, and named The Information’s #1 commerce startup, we’re a 70 person team based in SF, Austin, NYC, and Bangalore. As a fast-growing Series B company, we’re building the infrastructure for the future of online retail—and we’re just getting started.

About the Role:

We’re looking for an Agency Growth Manager to lead and scale FERMÀT’s enterprise-focused agency ecosystem. In this role, you will own strategic relationships with our top agency partners and be directly responsible for driving same-store revenue growth, reducing churn, and expanding platform adoption across our newest products, including AI Search, Dynamic Product Pages, and emerging FERMÀT products.

This is a high-impact individual contributor role where you will guide agencies that are already invested in the FERMÀT platform, helping them evolve from funnel-focused execution to building advanced, AI-powered customer journeys at scale. You’ll shape how enterprise and upper mid-market agencies integrate FERMÀT into their core service offerings, expand brand penetration across their portfolios, and unlock entirely new revenue opportunities.

You’ll bring deep agency understanding, consultative strength, and a builder’s mindset as you scale a program experiencing rapid adoption among agencies managing millions in digital media spend. You’ll influence product direction, define repeatable growth motions, and ensure agencies see FERMÀT as an essential part of their operating model.

Responsibilities

Growth & Retention

• Own a portfolio of enterprise and upper mid-market agency partners with a mandate to drive same-store revenue growth, expand usage, and reduce churn.
• Lead the strategic direction for how each agency leverages FERMÀT, designing the end-state customer journeys, identifying growth levers, and partnering closely with agency strategists, media managers, and internal FERMÀT Builders to create high-performing experiences.
• Act as an expert-level, hands-on user of the FERMÀT platform, building, QA'ing, iterating, and advising on funnels and customer experiences.
• Serve as the primary point of contact for agency strategy teams, ensuring they are equipped to represent FERMÀT to their brand clients. In many cases, join or lead client-facing conversations with agency-managed brands to influence strategy, guide best practices, or support expansion.
• Identify opportunities to deepen brand penetration within existing agency books of business and activate FERMÀT across additional clients, channels, and service lines.
• Develop strategies that expand agency adoption beyond funnels into AI Search, Dynamic Product Pages, and emerging FERMÀT products.
  
  

Partner Management & Enablement

• Serve as the strategic advisor and primary point of contact for your agency partners, building long-term, trusted relationships.
• Build scalable playbooks and operational frameworks that compress funnel and experience build times from weeks to minutes.
• Refine and improve onboarding, certification, and enablement programs that equip agencies to deliver high-performing customer journeys quickly and confidently.
• Partner with agency teams to document best practices, highlight wins, and operationalize repeatable success.
• Partner with agency teams and FERMÀT’s Marketing team to develop joint case studies.
  
  

Cross-Functional Leadership

• Advocate for your agencies internally, influencing product roadmaps and GTM strategy based on partner insights and market needs.
• Collaborate closely with Sales, Marketing, and Product to drive adoption, enablement, and revenue expansion.
• Own agency-focused content, training materials, and resources that fuel partner growth and platform utilization.
  
  

Data & Performance

• Build measurement frameworks that clearly demonstrate platform impact, ROI, and incremental performance gains for agency clients.
• Analyze usage patterns and partner behavior to identify expansion opportunities and mitigate churn risks.
  
  

Requirements

• 4–6 years in client-facing roles at top agencies or high-growth technology companies.
• Strong track record managing strategic agency relationships and driving measurable partner growth.
• Deep understanding of agency operations, especially within performance marketing, ecommerce, and/or media activation.
• Experience working with enterprise-level clients and navigating complex stakeholder groups.
• Excellent project management and organizational skills with high attention to detail.
• Analytical and data-driven approach to diagnosing partner needs and identifying growth levers.
• Exceptional communication, presentation, and consultative skills.
• Highly self-directed, adaptable, and comfortable operating in fast-moving, ambiguous environments.
• Bonus: Experience with post-click optimization, CRO, AI-powered marketing tools, or Martech platforms.
• Bonus: Experience building partner programs, certifications, or scaled enablement initiatives.
  
  

Benefits

• Competitive salary equity package
• Comprehensive health, dental, and vision insurance for you and all your dependents.
• Retirement benefits:
• US: 401(k) plan with 4% matching
• India: Provident Fund with 12% matching
• 4 months of paid parental leave
• Unlimited PTO policy (with minimum 5 days PTO / quarter!)
  
  

Compensation Range: $115K - $125K