Senior Customer Success Technical Manager

• Own and lead a high-value enterprise account, taking responsibility for adoption, engagement, renewal success, customer satisfaction, and long-term growth.
• Build trusted strategic relationships across multiple business units, departments, agencies, and stakeholder groups within complex enterprise organizations.
• Design and execute scalable onboarding, implementation, and training programs, while developing bespoke approaches where enterprise customers require additional support.
• Analyze customer usage and performance data to identify adoption opportunities, risks, and areas for improvement, translating insights into clear customer strategies and actions.
• Develop and execute renewal strategies designed to strengthen retention, reduce churn, and improve customer satisfaction through metrics such as NPS and CSAT.
• Identify potential expansion opportunities and collaborate with Account Management teams to support account growth.
• Partner with Product, Engineering, and Creative teams to communicate customer needs, influence roadmap priorities, and improve the overall customer experience.
• Work with Customer Success leadership to develop scalable systems, processes, insights, and practices that improve the delivery of customer outcomes.
• Contribute to internal enablement initiatives, customer success playbooks, training materials, and repeatable programs that can scale across the customer base.
• Participate actively in the customer community, helping customers adopt and succeed with Generative AI in creative and advertising workflows.
• Take ownership of customer outcomes while continuously identifying ways to improve both individual account performance and broader Customer Success operations.

Requirements:

• 6 years of experience in Customer Success, Customer Onboarding, Implementation, or a related client-facing function within SaaS, technology, or creative technology environments.
• Proven track record of improving customer adoption, engagement, retention, and satisfaction, particularly within enterprise accounts.
• Experience managing complex enterprise relationships involving large brands, multiple sub-brands, business units, agencies, or departments.
• Strong data literacy, with the ability to interpret customer and product usage insights and translate them into actionable strategies.
• Excellent written, verbal, communication, presentation, and stakeholder-management skills.
• Strong commercial and strategic mindset, with an understanding of how adoption, engagement, retention, and customer value contribute to business growth.
• Demonstrated ownership mentality, accountability, and ability to operate independently while managing complex customer priorities.
• Strong cross-functional collaboration skills, with the ability to work effectively with Product, Engineering, Creative, Account Management, and leadership teams.
• Proactive, impact-oriented approach with strong problem-solving and decision-making abilities.
• Experience in advertising, marketing technology, or Generative AI is preferred.
• Comfortable working in a fast-moving environment where processes are evolving and scalable solutions need to be developed.

Benefits:

• 25 days of paid time off plus public holidays, alongside a Flexible Time Off approach.
• Health insurance / private medical coverage.
• Monthly stipend supporting wellness, fitness, and learning and development.
• Enhanced parental leave for parents through birth, adoption, or surrogacy.
• Flexible working hours to support autonomy and work-life balance.
• Opportunities to collaborate with customers and partners through access to a New York office.
• A collaborative, innovative environment focused on the practical and responsible use of Generative AI.
• Opportunities to contribute to scalable customer success practices and develop professionally within a growing technology environment.