Customer Success Manager, Strategic Agency

Scrunch, a Sitecore company, is on a mission to bring brands to an AI-first future—where people increasingly rely on LLMs to discover, understand, and act on information that matters to them.

As AI search and conversational agents replace traditional web search and browsing, Scrunch helps marketing teams rethink how their products and services are discovered and surfaced on AI platforms like ChatGPT, Claude, Gemini, and more—working with AI platforms, not against them. This shift represents the biggest change to marketing since the dawn of the internet.

Today, more than 500 paying brands—including Fortune 500 companies like Lenovo, category-defining brands like Akamai, ADP, Lenovo and breakout startups like Clerk—use the platform.

We're looking for a Customer Success Manager, Strategic Agency with a strong agency-focused background to manage our most complex and highest-value partnerships, including Agency Holding Companies, Global Systems Integrators (GSIs), consulting firms, and global indie agencies. You'll serve as the connective tissue between our technology and our users, ensuring these strategic partners not only succeed but become champions of our product across their organizations.

• Act as the main point of contact for a portfolio of strategic agency partners, including Holding Companies, GSIs, consulting firms, and global indie agencies, delivering an exceptional customer experience and fostering executive-level, long-term strategic partnerships.

• Navigate complex, matrixed organizational structures, building relationships across multiple stakeholders, practice areas, and regional teams within each partner.

• Work closely with the Director of Strategic Partnerships to deepen and strengthen relationships with our biggest agency partners, enabling them through lunch and learns, onsite enablement sessions, and other training initiatives that drive adoption at scale.

• Translate platform data into strategic recommendations tailored to each partner's business goals, industry dynamics, and global footprint to drive measurable improvements in AI Search visibility.

• Guide partners through education and adoption journeys across multiple markets and business units, ensuring high engagement, retention, and satisfaction at scale.

• Conduct quarterly business reviews and content strategy sessions, including with senior and C-suite stakeholders, focused on optimizing content visibility, organic growth, and AI-discovery performance (ChatGPT, Perplexity, Gemini, AI Overviews, and more).

• Help strategic partners position and sell Scrunch to their own clients and across their internal network, equipping them with the language, data, and talking points that resonate with how large agency organizations pitch and retain business.

• Apply strategic playbooks and scalable processes, while also building custom account strategies suited to the scale and complexity of Hold Co and global partnerships.

• 5+ years in customer success or account management, with substantial experience either working directly for a Hold Co, GSI, consulting firm, or large global agency, or working closely with these organizations in a prior role (e.g., agency-facing sales, partnerships, or CS at a martech/adtech company).

• A deep understanding of how large, matrixed agency organizations think and operate: multi-region account structures, practice area dynamics, procurement and legal complexity, and how these organizations evaluate and pitch new technology across their network.

• Demonstrated experience managing multi-stakeholder relationships, including senior leadership and C-suite contacts, across large and complex organizations.

• Experience with global or multi-market account management, coordinating strategy and adoption across regions and business units.

• A builder mentality; you spot gaps, figure out solutions, and bring them to the broader team so they can be scaled into repeatable efficiencies rather than one-off fixes.

• Strong communication skills; you can turn technical insights into persuasive, strategic action plans for senior stakeholders.

• Experience working in early-stage startups or SaaS environments where you've helped define new processes and customer success strategies is a plus.

• Team-first mindset; you collaborate effectively across product, sales, and marketing to drive customer success.

• Proactively ensure strategic partners measure and achieve their desired outcomes with our platform across every region and business unit they operate in.

• Develop and maintain strategic account plans for every partner, ensuring clear alignment on priorities and value drivers at both the executive and operational level.

• Onboard partners promptly so they start realizing value from their investment quickly, even across complex, multi-stakeholder rollouts.

• Influence partners to adopt the platform and integrate it into their regular workflows across their full network, leading to account expansion opportunities.

• Equip strategic partners with what they need to confidently position and sell Scrunch across their own client base and internal teams.

• Be seen as a trusted advisor and key strategic partner to senior stakeholders at your accounts and to internal teams.

💝 Wellbeing: Medical, dental, vision, and life & disability insurance

🧸 Family support: Paid parental leave when life's biggest moments happen

🖥️ Remote support: Phone and internet reimbursement

📚 Growth: L&D budget for courses, conferences, and whatever makes you sharper

🏖️ Time off: Flexible PTO — take what you need, we trust you

🌱 Financial wellness: 401(k)

🤝 Connection: Team offsites and a crew that genuinely likes each other

Scrunch is an equal opportunity employer. We welcome people of all backgrounds, experiences, perspectives, and identities. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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