Customer Success Manager, Agency

Scrunch•Salt Lake City, UT

1d•$100,000 - $120,000•Remote

About The Position

Scrunch, a Sitecore company, is on a mission to bring brands to an AI-first future—where people increasingly rely on LLMs to discover, understand, and act on information that matters to them. As AI search and conversational agents replace traditional web search and browsing, Scrunch helps marketing teams rethink how their products and services are discovered and surfaced on AI platforms like ChatGPT, Claude, Gemini, and more—working with AI platforms, not against them. This shift represents the biggest change to marketing since the dawn of the internet. Today, more than 500 paying brands—including Fortune 500 companies like Lenovo, category-defining brands like Akamai, ADP, Lenovo and breakout startups like Clerk—use the platform. About the Role: We’re looking for a Customer Success Manager, Agency with a strong agency focused background to help our agency partners adopt and get maximum value from our AI Search visibility platform. You’ll serve as the connective tissue between our technology and our users—ensuring clients not only succeed but become champions of our product.

Requirements

2+ years in customer success or account management, with experience either working directly for a marketing/creative agency, or working closely with agencies in a prior role (e.g., agency-facing sales, partnerships, or CS at a martech/adtech company).
A real understanding of how agencies think and operate: client servicing models, account team structures, retainer/scope dynamics, margin pressure, and how they evaluate and pitch new technology to their own clients.
A builder mentality; you spot gaps, figure out solutions, and bring them to the broader team so they can be scaled into repeatable efficiencies rather than one-off fixes.
Strong communication skills—you can turn technical insights into persuasive, strategic action plans for clients.
Experience working in early-stage startups or SaaS environments, where you’ve helped define new processes and customer success strategies.
Team first oriented mindset—you collaborate effectively across product, sales, and marketing to drive customer success.

Responsibilities

Act as the main point of contact for agency partners to deliver an exceptional customer experience, foster long-term strategic partnerships, and help maximize the impact of our cutting-edge generative AI search optimization software solution.
Translate platform data into strategic recommendations tailored to each client’s business goals and industry dynamics to drive measurable improvements in visibility and optimization.
Guide clients through education and adoption journeys—ensuring high engagement, retention, and satisfaction.
Conduct quarterly business reviews and content strategy sessions focused on optimizing content visibility, organic growth, and AI-discovery performance (ChatGPT, Perplexity, etc.).
Help agency partners position and sell Scrunch to their own clients, equipping them with the language, data, and talking points that resonate with how agencies pitch and retain business.
Apply strategic playbooks and scalable processes to manage account volume without sacrificing quality of client relationships.