Senior Customer Success Manager

Vibe • New York, NY

18d • $120,000 - $170,000 • Hybrid

About The Position

Vibe.co is hiring a Senior Customer Success Manager to join its Customer Success team and own end-to-end relationships with its fastest-growing enterprise advertisers. The role spans retention, expansion, and product influence, with responsibility for a book of business and for building strategic client partnerships. The position offers ownership of revenue outcomes, input into product evolution, and the opportunity to work in the growing streaming TV advertising category.

The Senior Customer Success Manager manages the full client lifecycle, from campaign launch through optimization, and serves as the primary point of contact for enterprise accounts. The role guides campaign strategy and execution, helps clients measure performance and business outcomes, and turns data into actionable recommendations. It also owns renewal and expansion targets, monitors account health, and brings customer feedback into product and roadmap discussions in collaboration with Sales, Product, and Analytics.

Vibe describes its culture as high-performance, guided by Impact, Ambition, and Urgency. The company values ownership, action, and results. The role is hybrid, with the team working in NYC's Flatiron District three days a week. For candidates in New York, NY, the stated pay range is $120,000–$170,000, with variable pay based on objectives.

Requirements

• At least 5 years of experience managing mid-market or enterprise accounts on a digital advertising platform, such as streaming TV, paid social, or search.
• A proven track record of achieving 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 with CRM and analytics tools to monitor account health, build reports, and drive scalable engagement.
• Ability to work independently in a cross-functional environment and identify problems without waiting for direction.

Nice To Haves

• Experience with Looker, Planhat, or similar customer success or analytics tools.
• Background in connected TV (CTV) or streaming TV advertising.
• Experience building or improving customer success processes at a high-growth SaaS or platform company.

Responsibilities

• Manage the full client lifecycle—from campaign launch through optimization—for a portfolio of enterprise accounts.
• Build trust-based client relationships by proactively sharing insights, best practices, and strategic recommendations.
• Serve as the primary client contact and ensure clients derive measurable value from the platform.
• Own renewal and expansion targets across the assigned book of business.
• Identify and pursue upsell and cross-sell opportunities based on clients’ goals.
• Forecast account health and act early on risk signals.
• Guide clients through campaign strategy, execution, and performance optimization on the Vibe platform.
• Contextualize platform results within broader multi-channel strategies, including incrementality measurement and ROAS framing.
• Translate performance data into clear, actionable client recommendations.
• Bring customer feedback and unmet needs into product and roadmap discussions.
• Partner with Sales, Product, and Analytics to resolve challenges and improve the platform experience.
• Represent the customer perspective in internal decisions while considering business priorities.

Benefits

• Variable pay based on objectives achieved.
• Hybrid flexibility; the team works in NYC's Flatiron District three days a week.
• Comprehensive medical, dental, and vision insurance.
• 401(k) with matching.
• Unlimited PTO.
• Paid parental leave for all parents.
• Annual team offsite.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed