Senior Customer Success Manager

About Vibe

At , we’re shaping the future of advertising by helping brands connect with audiences in more human, data-driven, and measurable ways. Our platform brings together creativity, technology, and automation to make ad experiences more relevant, efficient, and impactful — across every screen, including CTV.

We’re growing fast- our goal is to 2.5x revenue in 2026, and content will be at the core of how we get there. The stories we tell, the experiences we design, and the value we communicate will define how brands, agencies, and partners see Vibe as a category leader in CTV innovation.

We’re a small, high-performing team that values clarity, speed, and execution. We move quickly, experiment relentlessly, and take pride in content that doesn’t just inform — it converts.

As a Customer Success Manager, you’ll be instrumental in driving customer retention, reducing churn, and uncovering upsell opportunities within a focused portfolio of medium to large clients. You’ll offer strategic guidance through health monitoring, campaign management, and technical support—while championing the voice of the customer through initiatives like G2 reviews and case studies. Your work will directly shape a customer‑centric culture, streamline operations, and contribute to revenue growth through high‑impact engagement.

• Build strong, proactive relationships with clients through regular, value‑driven touchpoints that drive platform adoption and highlight key features.

• Support self‑service customers across the full lifecycle—from campaign setup to optimization with tailored guidance and best practices.

• Develop and implement personalized engagement routines (manual and semi‑automated), adapting to customer type (mid‑market vs enterprise).

• Provide thoughtful, actionable feedback to the Product team to improve automation and overall user experience.

• Champion a customer‑first mindset across the company, promoting ongoing learning, adaptation, and operational excellence.

• You bring 2+ years of experience managing mid‑market or enterprise accounts in AdTech, Mar Tech, paid social, or digital advertising platforms, with a strong track record of driving customer success.

• You have a solid grasp of CRM tools, customer data analytics, and scalable process improvements. Experience working with tools like Looker and Planhat is a plus.

• You have experience evaluating performance beyond platform‑reported metrics, with a strong understanding of incrementality and how to contextualize ROAS within a broader, multi‑channel marketing strategy.

• You’re a strong communicator with the ability to influence and build trust across all levels of an organization.

• You collaborate effectively across teams and departments to achieve shared goals.

• You think strategically, take initiative, and are always looking for ways to improve how things are done.

• Comprehensive medical, dental, and vision insurance
• 401(k) plan with company matching
• Unlimited PTO to recharge and reset
• Paid parental leave for maternity and paternity
• Flexible hybrid work model- we’re based in NYC’s Flatiron District and looking for someone excited to spend time in our new office
• Compensation for this role is based on experience, skill set, and leveling, with an estimated base salary range of $100,000–$120,000, plus bonus eligibility.