Customer Success Manager, Retail & Consumer Goods

MNTN

3d•Remote

About The Position

MNTN is hiring a Customer Success Manager to own a strategic portfolio of mid-market customers in the Retail & Consumer Goods vertical. The role focuses on customer retention, revenue expansion, and long-term partnerships. Working in a vertical-focused pod, the CSM will help customers achieve measurable business outcomes through high-touch, consultative support, strategic guidance, and campaign performance insights. The CSM will develop expertise in the Retail & Consumer Goods advertiser landscape, including seasonality, promotional calendars, margin and inventory dynamics, and the place of Connected TV (CTV) in retail media and performance marketing strategies. Customers will rely on the CSM for strategic advice on using CTV to drive acquisition, conversion, and revenue growth. MNTN provides advertising software that enables brands to reach audiences across Connected TV, web, and mobile. Its Performance TV product turns CTV into a direct-response performance marketing channel, and its web retargeting solutions have been used by thousands of brands.

Requirements

3–6 years of experience in Customer Success, Account Management, or a similar customer-facing role managing strategic customer relationships.
Experience in digital advertising, CTV, SaaS, AdTech, MarTech, or performance marketing, with the ability to develop expertise in the assigned industry vertical.
Proven success driving customer retention, revenue growth, and expansion across a dedicated book of business.
Strong relationship-building skills and the ability to influence stakeholders and serve as a trusted advisor.
Experience partnering closely with Sales Executives to deliver customer outcomes and shared business results.
Strong communication and presentation skills, including experience leading executive business reviews and strategic customer conversations.
Comfort using data and performance insights to identify opportunities, solve problems, and demonstrate business value.
Experience with Salesforce, Intercom, or similar CRM and customer engagement platforms.
Comfort owning customer relationships and presenting over Zoom in a digital remote environment; occasional in-person customer meetings may be required.

Nice To Haves

E-commerce experience in the retail or consumer products verticals is preferred, but not required.

Responsibilities

Manage a portfolio of customers in the assigned industry vertical and serve as their primary advisor throughout the customer lifecycle.
Build trusted relationships with key stakeholders by understanding each customer's business, goals, competitive landscape, and marketing strategy.
Drive retention, revenue growth, and long-term customer success through account planning, business reviews, campaign optimization, and strategic recommendations.
Identify expansion opportunities and work with the vertical sales team to grow customer investment, strengthen relationships, and achieve shared revenue goals.
Lead new customer onboarding so customers realize value quickly and become confident users of the MNTN platform.
Develop expertise in the assigned vertical, including industry trends, seasonal opportunities, performance benchmarks, and evolving customer needs, and apply those insights to help customers grow.
Monitor account health, anticipate risks, and resolve challenges proactively before they affect customer outcomes or renewal conversations.
Collaborate across teams to deliver a seamless customer experience and help shape playbooks, processes, and best practices.
Maintain accurate, actionable, and trusted CRM data, account plans, and customer health metrics.
Present to customers over Zoom in a digital remote environment; occasional in-person customer meetings may be required.