Senior Customer Success Manager

You'll join the Customer Success team as a Senior Customer Success Manager, owning the end-to-end relationship with Vibe's fastest-growing enterprise advertisers. This role sits at the intersection of retention, expansion, and product influence. You're not just managing accounts, you're building the partnerships that define what great looks like in streaming TV advertising. We're scaling our enterprise business, and we need someone who can carry a book of business with both strategic depth and operational precision.

Responsibilities

Manage the full client lifecycle from campaign launch through optimization for a portfolio of enterprise accounts; Build deep, trust-based relationships by proactively surfacing insights, best practices, and strategic recommendations; Serve as the primary point of contact, ensuring clients are consistently deriving measurable value from the platform; Own renewal and expansion targets across your book of business; Identify and pursue upsell and cross-sell opportunities through a deep understanding of each client's goals; Forecast account health accurately and act early on risk signals; Guide clients through campaign strategy, execution, and performance optimization on the Vibe platform; Contextualize platform results within a broader multi-channel strategy, including incrementality measurement and ROAS framing; Translate performance data into clear, actionable recommendations that clients can act on immediately; Bring customer feedback and unmet needs directly into product and roadmap conversations; Partner with Sales, Product, and Analytics to resolve challenges and improve the platform experience; Represent the customer perspective in internal decisions without losing sight of business priorities

Requirements

5+ years managing mid-market or enterprise accounts on a digital advertising platform (streaming TV, paid social, search, or similar); Proven track record of hitting retention and expansion targets across a named account portfolio; Hands-on experience with incrementality measurement and the ability to contextualize ROAS within a full-funnel marketing strategy; Comfort working across CRM and analytics tools to monitor account health, build reports, and drive scalable engagement; Ability to operate independently across a cross-functional environment

Nice to have

Experience with Looker, Planhat, or similar customer success/analytics tooling; Background in connected TV (CTV) or streaming TV advertising specifically; Experience building or improving CS processes at a high-growth SaaS or platform company

Benefits

Variable pay based on objectives hit; Hybrid flexibility (team in office 3x a week, NYC Flatiron District); Full health coverage including medical, dental, and vision insurance; 401(k) with matching; Unlimited PTO; Paid parental leave for all parents; Annual team offsite