Senior Customer Success Manager

About Us

ISMG is a global intelligence firm and media powerhouse, leading the way in cybersecurity, enterprise IT, and digital transformation. With 10 brands, 38 digital media properties, and over 400 premier events annually—ISMG connects a network of over 2M executives, decision-makers, and innovators with the insights and opportunities they need to stay ahead.

The Opportunity

We are seeking an experienced and strategic Senior Customer Success Manager to join our growing Digital Campaigns team. This role is ideal for someone who thrives in client-facing environments but is also ready to take on added responsibility as a deputy to the manager, helping to guide and mentor team members as a lead while driving operational excellence.

In this role, you will not only manage key client relationships and ensure delivery of world-class marketing campaigns, but also play a pivotal part in scaling our customer success function. You will help shape engagement strategies, identify opportunities for innovation, and foster collaboration across teams to maximize client outcomes. This position offers clear growth into a formal leadership role as ISMG continues to expand.

Responsibilities

• Serve as a senior point of contact for digital marketing clients, fostering trusted, long-term relationships that drive satisfaction, retention, and account growth.
• Providing mentorship to junior team members and supporting management in driving performance and process improvement.
• Conduct strategic business reviews and discovery sessions with clients to uncover business objectives, align campaign goals, and position ISMG as a consultative partner.
• Proactively monitor campaign performance, providing insights and recommendations to optimize results and address risks before they escalate.
• Identify upsell and cross-sell opportunities, working with sales and marketing teams to create tailored expansion plans.
• Collect and analyze customer feedback to inform product development, campaign innovation, and service enhancements.
• Partner cross-functionally with sales, marketing operations, product, and customer support to deliver a seamless, high-value client experience.
• Support leadership in refining team processes, setting standards for client engagement, and contributing to the long-term strategy of the Customer Success function.

Qualifications

• Bachelor’s degree or higher in Marketing, Communications, or a related field.
• 5-7 years of experience in a client-facing Customer Success, Account Management, Client Services or Sales role, ideally within digital marketing or media.
• Demonstrated ability to manage executive-level relationships and lead strategic customer conversations.
• Experience in campaign execution, preferably in the technology or information security sectors.
• Strong leadership potential, with experience mentoring colleagues or acting as a go-to resource within a team.
• Highly proactive, resourceful, and adaptable—skilled at balancing competing priorities in a fast-paced environment.
• Analytical and strategic mindset with excellent problem-solving abilities.
• Exceptional written and verbal communication skills, with a polished client-service orientation.
• Proactive, resourceful, and adaptable in a fast-paced, dynamic environment.

🌟 Why Join ISMG?

• Be part of a fast-growing digital cybersecurity powerhouse at the forefront of cybersecurity and enterprise IT.
• Collaborate with innovative thinkers and creative professionals who inspire excellence.
• Make a direct impact on both client success and company growth.
• Thrive in a supportive culture that values autonomy, innovation, and results.

Apply Now! Visit ISMG.io to learn more.

• 📍Location: Princeton, NJ or NYC (on-site, Mon–Fri)
• 💰Compensation: $100K–$120K (dependent on experience)