Senior Customer Success Manager

Treasure AI

Treasure AI is the agentic experience platform built to acquire, retain, and grow your most valuable customers. Powered by AI, Treasure AI is shaped by human creativity and always-on through continuous, context-driven action.

Furthermore, Treasure AI employees are enthusiastic, data-driven, and customer-obsessed. We are a team of drivers—self-starters who take initiative, anticipate needs, and proactively jump in to solve problems. Our actions reflect our values of honesty, reliability, openness, and humility.

We are looking for a Senior Customer Success Manager to drive product adoption and ensure customers achieve their business goals, leading to strong ROI, growing NRR, and high customer satisfaction. Operating with significant autonomy, you'll navigate complex customer organizations, establish best practices adopted across the CSM team, and serve as the strategic advisor customers rely on for CDP success. You'll probe deeply to understand customer data strategies, guide adoption of best practices, and push customers to execute on use cases that deliver measurable business value.

• Drive product adoption across complex enterprise accounts, establishing procedures that become CSM best practices
• Lead strategic business reviews and maintain comprehensive success plans tracking goals, action items, and ROI
• Conduct CDP Maturity Assessments and run Use Case Workshops to prioritize customer roadmaps
• Document verified outcomes and build customer advocacy programs
• Create bespoke value reports for senior stakeholders, making champions heroes to their organizations
• Provide strategic advice to customers on how to leverage Treasure AI to realize value
• Build customer advocates who are willing to share success stories, provide case studies and speak at events
• Use AI tools (e.g., Treasure Work) to synthesize product usage signals, support history, and engagement data to proactively identify adoption gaps, at‑risk accounts, and high-impact expansion opportunities
• Act as an AI guide for customers, helping them apply Treasure AI capabilities to accelerate their own data strategies and deliver measurable outcomes
• Leverage AI to streamline administrative tasks such as account planning, research, meeting preparation, and the generation of executive briefings or S  materials

• Own day-to-day customer relationships as primary escalation path and trusted advisor
• Track usage patterns and health scores to proactively identify risks and opportunities
• Identify upsell opportunities and provide input on churn forecasting and renewal strategies
• Lead kickoff calls, check‑ins, and coordinate renewal processes
• Align with and challenge partners to advance customers in their data maturity
• Understand customers’ business objectives and align Treasure AI’s solutions to meet these

• Serve as voice of customer internally, ensuring customer needs are understood and respected
• Share product roadmap updates and collect strategic feedback for Product teams
• Support implementations by coordinating requirements with PS/Partners while maintaining ownership
• Create and manage Support cases, following through to timely resolution
• Provide customized demos and coordinate end‑user training with Academy and TAM teams

• Establish CSM procedures and frameworks adopted across the organization
• Mentor junior CSMs and share knowledge/resources across the team
• Continuously educate yourself on Mar Tech, data, AI, and platform evolution
• Track customer milestones and outcomes with strong attention to detail

• 8+ years relevant work experience
• 3+ years supporting a CDP or similar platform
• Strong understanding of Marketing Technology Solutions
• Demonstrated history of strong customer satisfaction scores
• Excellence in written and verbal communication
• Technical acumen with business and strategic curiosity
• Active listening with ability to pivot based on customer priorities
• Self‑directed learner who identifies and fills knowledge gaps independently
• Strong cross‑functional collaboration, particularly with Partners, Marketing, and Product