Customer Success Manager

Wildcard; Santa Monica (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Wildcard is hiring a Customer Success Manager to own campaigns from onboarding through renewal and expansion. You’ll serve as the customer’s strategic advisor and internal quarterback, ensuring campaigns drive measurable pipeline and executive-level alignment.

You’ll lead onboarding, coordinate research, approvals, and production, while translating feedback into actionable plans for research, creative, and operations teams. This is a hands-on role in Santa Monica.

Qualifications

• 3+ years of experience owning customer relationships in Customer Success, account management, client services, or a similar role.
• Experience with enterprise B2B customers; ABM, marketing services, agencies, or high-growth startups is relevant.
• Ability to build trust with senior marketing and sales leaders while coordinating with day-to-day program operators.
• Excellent communication skills; ability to simplify complex work and drive decisions.
• Commercially minded and focused on retention, expansion, and advocacy.
• Strong organizational skills and ability to manage multiple programs simultaneously.
• Able to use data to diagnose problems and tell a clear performance story.
• Experience using AI tools to move faster without outsourcing judgment.
• Willing to work onsite in Santa Monica five days a week.

Responsibilities

• Lead customer onboarding by turning goals, target accounts, team structure, and success criteria into a clear plan.
• Run crisp, useful customer meetings from kickoff to renewal conversations.
• Keep programs moving across research, approvals, production, delivery, and follow-up.
• Translate feedback into actionable direction for research, creative, product, and operations teams.
• Drive adoption among customer sales teams and convert responses into meetings.
• Track engagement data and communicate what’s working and what needs changing.
• Lead renewal and expansion conversations by linking work to measurable value.
• Provide the voice of the customer to shape product and processes for scale.

Skills

Communication

Executive presence

Relationship management

Data-driven

Organizational skills

AI tools

Job description

Wildcard creates the most personalized 1:1 marketing campaigns on the planet.

We work with leading enterprise marketing and sales teams to open doors with hard-to-reach executives through direct mail. Our AI-powered platform combines deep research, original creative, in-house production, and white-glove delivery to create campaigns people cannot ignore—and sales conversations that would not have happened otherwise.

Founded by entrepreneurs who previously built and sold a venture-backed startup, Wildcard is growing quickly and works with innovative companies including Amplitude, Ashby, Cogna, Chainguard and many more.

The Opportunity

We’re hiring a Customer Success Manager to make sure great campaigns become great customer outcomes.

Our customers trust us with their most important accounts, their brands, and their sales teams’ reputations. You’ll own those relationships from onboarding through renewal and expansion, serving as the customer’s strategic advisor and the internal quarterback for their Wildcard program.

This is not a traditional SaaS customer success role. You won’t spend your days walking customers through product features or responding to support tickets. You’ll help customers decide who to target, keep campaign reviews and approvals moving, translate feedback into clear action, drive adoption across their sales teams, and make sure the program creates measurable pipeline.

The right person combines executive presence with operational discipline. You can lead a strategic conversation with a VP of Marketing, then turn around and work through the details required to unblock a campaign.

What You’ll Own

• Lead customer onboarding, turning each customer’s goals, target accounts, team structure, and success criteria into a clear operating plan.
• Run customer meetings that are crisp, useful, and decisive—from kickoff and campaign reviews through performance reviews and renewal conversations.
• Keep programs moving across contact selection, research, creative approvals, production, delivery, and follow-up.
• Translate customer feedback into clear, actionable direction for our research, creative, product, and operations teams.
• Drive adoption among customer sales teams so reps understand the campaigns, follow through thoughtfully, and convert responses into meetings.
• Track response, meeting, pipeline, pacing, and engagement data; communicate what is working and where the program needs to change.
• Lead renewal and expansion conversations by connecting Wildcard’s work to measurable customer value.
• Bring the voice of the customer into our product and operating processes, helping us build a Customer Success function that scales without becoming impersonal.

You Might Be a Fit If You

• Have 3+ years of experience owning customer relationships in Customer Success, account management, client services, consulting, or a similar role.
• Have worked with enterprise B2B customers. Experience in ABM, marketing services, agencies, sales technology, or high-growth startups is especially relevant.
• Can build trust with senior marketing and sales leaders while also developing strong working relationships with the people operating the program day to day.
• Are an excellent communicator. You make complicated work feel clear, decisions feel easy, and next steps feel obvious.
• Are commercially minded. You understand that great Customer Success creates retention, expansion, and advocacy.
• Are highly organized and comfortable coordinating several complex customer programs at once.
• Use data to diagnose problems and tell a clear story about performance.
• Use AI tools to prepare, synthesize, and move faster without outsourcing your judgment.
• Want to work alongside the team in Santa Monica five days a week.

What This Is Not

• This is not a support-queue role, a meeting-scheduling role, or a relationship-maintenance role.
• We’re not looking for someone whose job ends when the customer is happy with the presentation.
• We’re looking for someone who owns the outcome: the customer sees measurable value, their team wants to keep using Wildcard, and the relationship grows.

Why Join Us?

• Work on a product customers and prospects genuinely remember. Most of our customers say meeting with us is the most fun meeting they have all week.
• Own high-impact relationships with some of the most innovative marketing and sales teams in the world.
• Help define how Customer Success operates at a rapidly growing company.
• Work directly with experienced founders and a highly collaborative, in-person team.
• See the physical result of the work—from the first strategic conversation to the moment a campaign lands and creates a new relationship.
• Use AI in practical, meaningful ways across customer strategy and operations.