Senior Customer Success Manager

Vibe • New York, NY

21h • $140,000 - $170,000 • Hybrid

About The Position

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 aggressively in 2026, and we need someone who can carry a book of business with both strategic depth and operational precision. Three reasons to want this: real ownership over revenue outcomes, a direct line into how the product evolves, and front-row access to a category being built in real time.

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 — you don't wait to be told what the problem is

Nice To Haves

• 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

Responsibilities

• Own the Customer Relationship
• 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
• Drive Revenue Outcomes
• 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
• Deliver Campaign Excellence
• 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
• Be the Voice of the Customer
• 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

Benefits

• Variable pay — based on objectives you hit. No arbitrary targets.
• Hybrid flexibility — We're in NYC's Flatiron District and our team is in 3x a week!
• Full health coverage — Comprehensive medical, dental, and vision insurance.
• 401(k) with matching — We invest in your future, not just your output.
• Unlimited PTO — Take the time you need. We measure results, not hours.
• Parental leave — Paid leave for all parents.
• Annual offsite — The whole team, once a year, somewhere worth the trip.

What This Job Offers

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