Senior Customer Success Manager

Celtra•New York, NY

12d•$90,000 - $115,000

About The Position

A Senior Customer Success Manager is responsible for driving customer satisfaction, proactive retention, and revenue growth through a deep understanding of each customer’s business, digital creative needs, and advertising goals. This role builds long-term relationships to become a trusted advisor, ensuring effective onboarding, training, and ongoing value realization from Celtra’s solutions. The Senior Customer Success Manager maintains strong knowledge of Celtra’s products and educates customers on the features and functionality most relevant to their business. In close collaboration with Sales and Solutions Consulting, this role identifies opportunities for expansion through increased usage, product adoption, or regional growth. Internally, the Senior Customer Success Manager serves as the voice of the customer, providing feedback, surfacing risks, managing escalations, and influencing product and process improvements to better serve our customers.

Requirements

Experience in ad tech, digital design, creative, or marketing technology software environments
Proven customer-facing experience managing a portfolio of revenue-generating accounts
Demonstrated ability to grow accounts strategically through process creation, initiatives, and value-based selling
Self-driven, highly organized, and proactive with a passion for creative excellence
Strong presentation and facilitation skills; comfortable representing Celtra with senior stakeholders
Excellent written and verbal communication and interpersonal skills
Strong creative and analytical problem-solving abilities

Nice To Haves

Experience project managing digital or creative initiatives a plus
Experience working with creative or production agencies or in-house design teams, with a solid understanding of their workflows a plus
Experience delivering customer education (training sessions, workshops, webinars) a plus
Passion for achieving and exceeding goals
Proficiency with Photoshop or similar design tools is a plus

Responsibilities

Develop a deep understanding of customer business goals, workflows, and success metrics to provide tailored guidance and strategic support
Manage onboarding and implementation for new customers, ensuring a smooth transition and early value realization
Deliver customer training, workshops, and enablement sessions to drive adoption and maximize product usage
Act as the primary point of contact for a portfolio of software customers, addressing questions, risks, and escalations
Drive customer renewals and partner on expansion opportunities, negotiating terms that support long-term engagement and growth
Conduct regular business reviews (QBRs) and check-ins to assess performance, align on objectives, and identify growth opportunities
Monitor customer usage and performance, recommending optimizations, upgrades, or additional solutions to increase value and revenue
Identify and mitigate risks to customer satisfaction, retention, or delivery before they escalate
Facilitate communication between customers and internal teams, translating business needs into actionable requirements
Scope customer-facing projects, secure internal resources, and ensure effective execution
Stay informed on industry trends, emerging technologies, and best practices to provide strategic recommendations
Manage revenue accountability, including billing and reconciliation for assigned accounts