Customer Success Manager - Advocacy

The Customer Success Manager is the cornerstone of our client relationships, serving as a trusted advisor and long‑term partner to our most valued accounts. This role goes beyond traditional account management — it demands a consultative, executive‑level presence capable of building deep, enduring partnerships with senior stakeholders, aligning our solutions to clients' broader business and marketing strategies, and championing their success at every stage of the journey.

The focus is on relationship depth, retention, growth, and expansion within assigned accounts, measured by Net Retention Rate and Churn.

• Serve as the primary strategic point of contact for assigned accounts, cultivating trusted, long‑term partnerships at the executive level — including C‑suite, VP, and Director stakeholders.
• Develop a deep understanding of each client’s business model, marketing goals, and organizational priorities, positioning yourself as an indispensable strategic advisor rather than a reactive support resource.
• Build and maintain multi‑threaded relationships across client organizations, identifying and nurturing internal Champions while earning the confidence of Economic Buyers and executive decision‑makers.
• Lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) that go beyond product usage — connecting platform performance directly to clients' marketing outcomes and business objectives.

• Develop tailored Success Plans and account strategies that map client marketing initiatives, campaign goals, and growth objectives to measurable outcomes powered by our platform.
• Leverage a thorough understanding of Mar Tech ecosystems, loyalty strategies, and digital marketing stacks to position our solutions as mission‑critical to clients' marketing success.
• Conduct in‑depth account research and proactively surface insights, trends, and opportunities that enable clients to achieve greater marketing ROI and competitive advantage.
• Collaborate cross‑functionally with internal Sales, Marketing, and Product teams to ensure client feedback informs go‑to‑market strategy and product development.

• Own and manage the full renewal lifecycle for annual and multi‑year subscription contracts, ensuring timely, smooth execution with a strong executive narrative tied to demonstrated value.
• Develop and execute proactive retention strategies, identifying risk signals early and addressing client concerns with urgency, empathy, and a clear plan of action.
• Drive client engagement between renewal cycles, ensuring consistent value delivery that makes renewal a natural outcome rather than a negotiation.

• Identify and pursue upsell and cross‑sell opportunities by understanding evolving client needs, marketing roadmaps, and organizational growth plans.
• Construct and present compelling, data‑driven business cases to executive stakeholders that clearly articulate the ROI of expanded platform adoption.
• Partner with clients to co‑develop marketing strategies and use cases that deepen product utilization and drive measurable business impact.

• 2–4 years of experience in Customer Success Management, Strategic Account Management, or a client‑facing role serving enterprise‑level customers.
• Demonstrated experience engaging and building relationships with executive‑level stakeholders (VP, C‑suite) within client organizations.
• Proven track record of owning and exceeding retention, renewal, and expansion targets within a defined book of business.
• Background in or strong working knowledge of marketing, Mar Tech, or digital marketing strategy — with the ability to speak credibly to marketing leaders about their priorities and challenges.
• Experience in the Mar Tech or SaaS industry, particularly platforms serving marketing, loyalty, or eCommerce functions (strongly preferred).
• Consistent work history demonstrating stability and long‑term commitment (minimum 2–3 years in previous roles).

• Executive presence and polished communication skills — able to lead…