Senior Customer Strategist

Customer Strategy · Chalice AI

Location: Hybrid (NYC) or Remote (US)

Chalice builds custom AI for advertising. Every product we ship is purpose-built and tailored to a specific client's business goals, rather than applied off the shelf.

Where we've won is modeling toward outcomes traditional digital buying platforms can't reach — not clicks and viewability, but predicted lifetime value, offline and in-store sales, foot traffic, and sell-out rate: the goals a business actually runs on.

We're hiring a Senior Customer Strategist to own a book of strategic accounts — the relationship, the strategy, and the plan for how each one grows.

This is not a campaign management role, and it is not a support function. Our Customer Strategy team carries a depth that most client-facing teams don't have: platform mechanics, audience strategy, campaign craft, and genuine fluency in how the digital ad ecosystem fits together. You'll be the person a client calls when they need to know what to do next, not just what happened last week.

We'd rather you bring a recommendation than a question.

The Client Relationship

● You are the day-to-day face of Chalice on your accounts, across both brand and agency sides.

● Build and maintain a real stakeholder map — who holds budget, who influences, and who we haven't yet met — and develop those relationships deliberately, not only when we need something.

● Know how your accounts are performing, how the client believes they're performing, and where those two views differ.

Account Strategy and Growth

● Hold a point of view on how each account can grow and which of our capabilities gets us there.

● Build and maintain a growth plan for every key account — the account thesis, the stakeholder map, a revenue ambition, and named next actions with owners and dates.

● Build the growth thesis for each account and help unlock the budget behind it. You'll identify where incremental budget and expansion opportunities sit, shape the opportunity, and stay involved as it develops alongside your Sales counterpart.

● Turn strong campaigns into proof points and case studies that help us win similar clients.

Anticipating and Questioning the Ask

● When a client or internal team asks for something, the first question is whether it actually serves the goal.

● If a client's objective is online sales but the request is CTR optimization on banners, we expect you to say so and recommend the right approach instead. Executing a request well is not the same as the request being right.

Campaign Performance and Orchestration

● Own the performance narrative on your accounts: pacing, optimization direction, and post-campaign insights and recommendations.

● You won't be building campaigns in-platform yourself. Instead, you'll ensure campaigns launch on time, pull in the right teammates for each task, and flag early when a launch looks likely to slip or an account needs troubleshooting.

● Route the client's voice back into Chalice: product feedback, roadmap needs, and blockers affecting the account.

As a picture, not a single number:

● The health and trust of your client relationships

● The depth of your stakeholder coverage

● The quality of your account strategy and planning

● Opportunities you create and help advance

● Retention across your book

● Incremental revenue unlocked on your accounts

● Sales: You'll be paired with a Sales counterpart on every account, working the commercial side of the relationship together.

● Technical Account Management (TAM): TAM owns platform and technical setup, integrations, data loading, and deep troubleshooting, so you can stay focused on the client.

● Solutions Architecture: For solution design on genuinely hard client problems, and for presales work on new opportunities.

● Data Science, Product, and Engineering: You'll bring client problems in and take solutions back out.

You'll operate with real autonomy. You set the direction on your accounts and make most decisions without waiting for approval, while knowing which decisions need broader input.

This is a living remit rather than a fixed one. The team is actively shaping how we tier accounts, how we plan, and how we close out inactive work — and you'll have a hand in that.

5–7 years in programmatic advertising, ad tech, or ad operations with a strong client-facing component, or equivalent scope. More specifically, you've:

● Owned a named book of strategic or enterprise accounts

● Built relationships with senior client and agency stakeholders at the director level and above

● Talked a client out of something, or redirected a brief that wasn't going to work

● Identified and shaped an expansion opportunity, not just serviced one

● Run accounts where you set the agenda rather than responded to one

Ecosystem Fluency

● Strong working knowledge of DSPs (The Trade Desk, DV360, and others), social platforms (Meta, TikTok, and others), SSPs, DMPs, and how the wider programmatic ecosystem fits together.

● You understand identity, measurement, and auction dynamics well enough to hold a credible technical conversation and to know when to bring in TAM or Solutions Architecture.

Analysis and Communication

● Comfortable in Excel (pivot tables, lookups), and with SQL and BI tools such as Superset or Tableau for performance analysis.

● Able to explain complex technical concepts in plain, actionable terms to non-technical stakeholders.

● Strong presentation skills — able to build and deliver a compelling narrative to a client, an agency, or an internal room.

● Organized across multiple accounts and deadlines, with experience using tools like Jira.

Bachelor's degree in marketing, advertising, business, or a related field, or equivalent experience.

● Innovative environment: Work with cutting-edge technology in a fast-paced, exciting industry.

● Real scope: You'll own the relationship, the strategy, and the growth plan on accounts that matter to the business.

● Genuinely novel work: Custom models built for a specific client's outcome, in a category that is still being defined.

● Collaborative culture: A diverse, inclusive team where creativity and collaboration thrive in a relaxed, welcoming space — complete with the occasional four-legged coworker.

● Career growth: Ample opportunities for professional development and advancement.

● Competitive compensation: An attractive salary and benefits package, including unlimited PTO.

● Medical, dental, and vision insurance

● 401(k) options

● Unlimited PTO

● 11 company holidays

● Office-wide closure between Christmas Eve and New Year's

● Office start-up stipend and in-office meal allowance

Chalice is an equal opportunity employer. We celebrate diversity and are committed to an inclusive workplace.