Senior Manager, Customer Success

Firsthand•New York, NY

7d•$180,000 - $220,000•Hybrid

About The Position

Firsthand has developed the first AI-powered Brand Agent platform, which revolutionizes how marketers and publishers interact with consumers through their own AI agents across the internet. Unlike most AI applications in marketing and advertising that focus on back-office automation, the Firsthand Brand Agent Platform™ is designed for front-line consumer engagement. This platform operates across both owned properties and paid media, making a company's expertise accessible in real-time and adapting to consumer interests to guide them toward action. A core component of the platform is Lakebed™, an AI-first data and knowledge rights management system that ensures brands maintain complete ownership and control of their expertise. The company is led by industry veterans and backed by prominent venture capital firms, positioning Firsthand to lead the future of AI-driven consumer engagement. Firsthand is headquartered in NYC, with a hybrid work model requiring team members to work together in-office three days a week.

Requirements

10+ years of experience in customer success, client delivery, strategic account management, program management, ad tech, martech, or a related field, with ownership of complex enterprise relationships.
Fluent in programmatic media, partnerships, and strategic customer success.
Experience with advanced research and measurement solutions that situate product value in the context of a marketplace or vertical.
A systems-oriented operator who can lead high-stakes accounts independently while applying repeatable processes and sound judgment.
Fluent in digital advertising and the operating dynamics among agencies, advertisers, publishers, programmatic platforms, and technical delivery teams.
Commercially astute and able to connect delivery evidence to customer value, renewal readiness, and expansion opportunity.
Credible with executives, operators, and technical specialists, with disciplined written and verbal communication and strong judgment under ambiguity.
Comfortable holding teams and partners accountable, resolving cross-functional friction, and making prioritization decisions when customer urgency exceeds available capacity.

Nice To Haves

Experience with AI-powered advertising or content experience solutions.
Experience working with early stage industry innovation products.

Responsibilities

Own the post-sale customer engagement, serving as the primary operating lead from commercial handoff through launch, live delivery, value realization, and renewal preparation.
Establish stakeholder maps, success plans, meeting cadences, decision rights, risks, dependencies, and escalation paths for each account.
Coordinate agencies, advertisers, publishers, internal teams, and external partners without creating parallel or conflicting relationship structures.
Translate delivery into customer value by turning campaign performance, technical progress, optimization work, and insights into clear customer-facing value narratives and next-step recommendations.
Merchandise and evangelize core Firsthand value propositions and differentiators in balance with incumbent performance requirements.
Own account health and renewal readiness, including proof-point collection, stakeholder alignment, risk mitigation, and timely partnership with Sales on renewal and expansion strategy.
Ensure customers experience Firsthand as proactive, coordinated, and commercially credible throughout the engagement.
Serve as a strategic thought partner, leveraging market and industry trends to uncover new opportunity areas for customers.
Own the customer-facing backlog and determine what requires Solutions Consulting, Product, Engineering, publisher, or commercial intervention to maximize customer health and renewal readiness.
Partner with Solutions Consulting on sequencing and technical trade-offs while keeping SC focused on solution design, implementation, performance management, and insights.
Use repeatable intake, handoff, reporting, and escalation practices to reduce post-sale dependency on Sales to keep relationships healthy.
Apply and improve the customer lifecycle, account-health framework, service standards, portfolio practices, and operating scorecard.
Develop practical playbooks for agency-direct and publisher/channel-sold engagements, including who communicates with whom, on what topics, and at what cadence.
Surface recurring customer needs and delivery patterns to GTM Strategy & Operations, Product, and Engineering so successful work becomes repeatable company capability.