Senior Customer Success Manager

Responsibilities of a Customer Success Manager

• Lead strategic, executive-level customer conversations to deeply understand business objectives, define measurable success outcomes, and position Mediafly as a long-term strategic partner.
• Serve as the “captain” of the account team, modeling best-in-class customer leadership, driving internal alignment, orchestrating cross-functional initiatives, and ensuring all stakeholders (internal and external) are prioritized and supported.
• Build and execute robust, data-backed mutual success plans that drive adoption, business value realization, and executive alignment across complex customer organizations.
• Drive adoption and ROI expansion by proactively identifying opportunities, recommending best practices, and influencing customer behavior through consultative yet confident guidance.
• Demonstrate exceptional executive presence and value storytelling, translating product capabilities and customer insights into compelling, outcome-driven narratives tailored for audiences up to the C-suite.
• Own the customer’s strategic lifecycle, from onboarding to renewal and expansion, ensuring customers derive continuous value and achieve measurable business outcomes.
• Proactively anticipate risks and opportunities by monitoring customer health, synthesizing qualitative and quantitative insights, and taking decisive action to protect and grow customer relationships.
• Champion customer needs internally by collaborating closely with Sales, Product, Engineering, and Support to drive alignment, influence roadmap direction, and ensure a seamless customer experience.
• Adopt and evangelize new processes, methodologies, and tools, leading by example and reinforcing operational excellence across the Customer Success organization.
• Provide thought leadership to customers and internal teams, including guidance on industry trends, emerging use cases, and best practices that elevate the partnership and position Mediafly as a trusted advisor.

We would love to work with you if you have:

• 8+ years of progressive experience in Customer Success or related customer-facing roles (CS, Account Management, Sales Engineering, Consulting), preferably within B2B SaaS and managing large, complex, multi-stakeholder accounts.
• Proven track record operating as a strategic-focused CSM, leading executive conversations, driving enterprise adoption, and delivering measurable customer outcomes.
• Extensive experience engaging and influencing senior-level and C-suite stakeholders, with exceptional confidence, presence, and strategic communication skills.
• Demonstrated ability to manage multiple high-priority initiatives, requests, and stakeholders simultaneously, maintaining clear ownership and proactive communication throughout.
• Strong analytical mindset and ability to use data to diagnose issues, uncover opportunities, and make informed recommendations that support customer value and partnership growth.
• Expertise in building, executing, and managing mutual success plans, change management strategies, and long-term account roadmaps.
• Outstanding written, verbal, and value-based storytelling skills, with the ability to simplify complex information and tailor messaging to technical and non-technical audiences.
• Experience delivering trainings, workshops, and webinars to audiences of varying sizes, from end users to executives, with the ability to adapt style and content to maximize impact.
• Strong understanding of Gainsight and SFDC is a must. Bachelor’s degree in technology, marketing, business, or a related field, or equivalent experience.