Strategic Customer Success Manager

ABOUT APPLY DIGITAL

Apply Digital is a global digital transformation partner for change agents. Leveraging expertise that spans Business Transformation Strategy, Product Design & Development, Commerce, Platform Engineering, Data Intelligence, Marketing Services, Change Management, and beyond, we enable our clients to modernize their organizations and deliver meaningful impact to their business and customers.

Our 750+ team members have helped transform global companies like Kraft Heinz, NFL, Moderna, Lululemon, Dropbox, Atlassian, A+E Networks, and The Very Group.

Apply Digital was founded in 2016 in Vancouver, Canada. In the past nine years, we have grown to nine cities across North America, South America, the UK, and Europe.

At Apply Digital, we believe in the "One Team" approach, where we operate within a 'pod' structure. Each pod brings together senior leadership, subject matter experts, and cross-functional skill sets, all working within a common tech and delivery framework. This structure is underpinned by well-oiled scrum and sprint cadences, keeping teams in step to release often and retrospectives to ensure we progress toward the desired outcomes.

Wherever we work in the world, we envision Apply Digital as a safe, empowered, respectful, and fun community for people, every single day. Together, we work to embody our SHAPE (smart, humble, active, positive, and excellent) values and make Apply Digital a space for our team to connect, grow, and support each other to make a difference.

Visit our Careers page to learn how we can unlock your potential.

About Us: Our Marketing Services division is a rapidly expanding full-service Mar Tech team with members across the US, Europe, LATAM, and Asia. We bridge the gap between creative, marketing, and strategy-specializing in cross-channel content strategy, creation, and distribution (email, paid social, push, SMS), and Mar Tech implementations.

Role Overview: We're looking for a senior-level Strategic Customer Success Manager to join our growing Marketing Services team. This role is ideal for someone who combines deep email marketing expertise with strong project management and client leadership skills.

You'll partner closely with cross-functional teams to deliver complex marketing programs for enterprise clients, drive renewals and expansions, and help build scalable processes that elevate the team.

The ideal candidate has a strong understanding of marketing automation platforms and lifecycle strategy, with proven success leading enterprise clients through technical and strategic initiatives.

Preferred Location & Time Zone: Eastern Time Zone preferred for optimal collaboration with leadership and client teams. Open to candidates in Central or Atlantic Time Zones with sufficient overlap for client and internal meetings.

Responsibilities:

• Serve as the primary point of contact for enterprise-level clients, ensuring all deliverables are aligned to business goals and executed on time and at high quality.
• Translate client goals into actionable marketing objectives and measurable deliverables.
• Oversee and project manage all campaign activities, including email builds, QA, approvals, and deployment coordination across creative and technical teams.
• Partner with clients on email and CRM strategy, providing guidance on segmentation, testing, personalization, and optimization.
• Lead cross-functional teams (developers, strategists, designers, and PMs) to deliver integrated Mar Tech programs that drive measurable impact.
• Identify growth opportunities within accounts and support renewals and expansions in collaboration with leadership.
• Contribute to internal process improvements and mentor mid-level CSMs and Project Coordinators to build team capability and scalability.
• Participate in resourcing, forecasting, and capacity planning discussions with leadership to ensure consistent delivery quality.

Qualifications:

• 7+ years of experience in Email Marketing, CRM, or Lifecycle Marketing within an agency, SaaS, or marketing technology environment.
• Proven experience managing enterprise or multi-brand clients with complex marketing automation and data structures.
• Strong working knowledge of platforms such as Iterable, Braze, Salesforce Marketing Cloud, or similar tools.
• Solid understanding of audience segmentation, personalization logic, A/B testing, and campaign analytics.
• Demonstrated expertise in project management, with the ability to oversee multiple concurrent work streams.
• Excellent communication and client relationship skills, with confidence managing executive-level discussions.
• Highly organized, adaptable, and proactive, with a passion for structure and process in a fast-paced environment.
• Experience mentoring or coaching junior team members or project coordinators preferred.

LIFE AT APPLY DIGITAL

At Apply Digital, people are at the core of everything we do. We value your time, safety, and health, and strive to build a work community that can help you thrive and grow. Here are a few benefits we offer to…