Founding Customer Success Manager

Mosaic.tech; San Francisco (CA); On-site; USD 120,000 - 170,000; Full time

Job summary

AdsGency AI is seeking a Founding Customer Success Manager to own customer outcomes from onboarding through adoption, retention, renewal, and expansion.

You will work with founders, product, engineers, and growth teams to ensure customers achieve measurable value from AdsGency’s AI advertising platform across Google, Meta, TikTok, and other channels. This is a hands-on, build-from-scratch role in a fast-moving early-stage company.

Qualifications

• 3–6+ years in Customer Success, Account Management, Strategic Accounts, Growth Operations, or related in SaaS/AdTech.
• Experience managing enterprise or high‑value customer relationships.
• Strong understanding of digital advertising KPIs and platforms.
• Proven ownership of retention, renewals, expansion, and customer outcomes.
• Ability to identify customer risk early and drive ambiguous problems to resolution.
• Excellent written and verbal communication skills.
• Strong analytical skills and data-driven approach.

Responsibilities

• Own a portfolio of strategic and enterprise customers from onboarding through renewal.
• Guide customers through account setup, advertising-platform connections, AI workflow configuration, campaign creation, and launch.
• Understand campaign performance across Google, Meta, TikTok, and other channels; identify issues and drive value.
• Build trusted relationships with founders, CMOs, growth leaders, and other stakeholders; conduct regular account reviews.
• Drive renewals, expansion, and upsell opportunities by demonstrating ROI and product adoption.
• Build and maintain customer-health tracking across usage, activity, billing, satisfaction, and renewal risk.
• Capture product feedback and translate into actionable recommendations for product/engineering.
• Identify churn patterns and collaborate cross-functionally to reduce preventable churn.
• Create scalable onboarding playbooks, health frameworks, review templates, and renewal workflows.
• Represent customer needs with product & engineering to reproduce issues and validate fixes.

Skills

Enterprise relationships

Retention & renewals

Advertising knowledge

Data analysis

Communication skills

Account management

Strategic thinking

Cross-functional collaboration

AI/Automation interest

Time management

Tools

Google Ads

Meta Ads Manager

TikTok Ads Manager

Job description

Founding Customer Success Manager – AI Advertising

Company: AdsGency AI

Location: Onsite — San Francisco

Employment Type: Full-Time

Relocation to San Francisco Required

Applicants must be permanently authorized to work in the United States without current or future employer-sponsored visa support.

About AdsGency AI

We’re AdsGency AI — an AI-native company building a multi-agent operating system for digital advertising. Our platform uses AI agents to help advertisers plan, launch, optimize, and analyze campaigns across Google, Meta, TikTok, and other major advertising channels.

We are building toward a future where increasingly autonomous AI systems can manage the complexity of performance marketing at scale.

As our customer base expands across self-serve and enterprise customers, we are looking for a highly accountable Customer Success Manager to own customer outcomes and help build our customer success function from the ground up.

The Role

As a Founding Customer Success Manager, you will own customer relationships from onboarding through adoption, retention, renewal, and expansion.

You will work directly with customers, founders, product managers, engineers, and growth teams to ensure customers achieve measurable value from AdsGency.

This is not a reactive support role.

You will be expected to understand customers’ businesses, advertising objectives, campaign performance, product usage, and risks; proactively identify problems; drive them to resolution; and build scalable systems that allow AdsGency to support a growing customer base.

What You’ll Do

Own Customer Outcomes

Own a portfolio of strategic and enterprise customers from onboarding through renewal. Establish clear success plans, business objectives, milestones, and measurable outcomes for each account.

Onboard & Activate Customers

Guide customers through account setup, advertising-platform connections, AI workflow configuration, campaign creation, and launch. Reduce time-to-value and identify activation blockers before they become churn risks.

Drive Advertising Outcomes

Understand campaign performance across Google, Meta, TikTok, and other channels. Work with customers and AdsGency’s product and AI teams to identify performance issues, recommend actions, and ensure customers are receiving measurable value from the platform.

Manage Strategic Relationships

Build trusted relationships with founders, CMOs, growth leaders, performance marketers, and other customer stakeholders. Lead regular account reviews and communicate performance, risks, product capabilities, and next steps clearly.

Own Retention & Expansion

Drive renewals, expansion, and upsell opportunities by demonstrating ROI, increasing product adoption, and identifying additional customer use cases.

Manage Customer Health & Risk

Build and maintain customer-health tracking across product usage, campaign activity, support issues, billing status, satisfaction, and renewal risk. Identify inactive or at‑risk accounts early and proactively intervene.

Own the Customer Feedback Loop

Systematically capture product feedback, feature requests, objections, support issues, cancellation reasons, and customer pain points. Translate recurring themes into actionable recommendations for product and engineering.

Improve Cancellation & Retention Insights

Ensure renewal, downgrade, cancellation, refund, and churn reasons are captured consistently. Identify patterns and work cross‑functionally to reduce preventable churn.

Build Customer Success from 0→1

Create scalable onboarding playbooks, customer‑health frameworks, account‑review templates, escalation processes, documentation, renewal workflows, and operating metrics.

Partner With Product & Engineering

Represent customer needs internally while maintaining appropriate product discipline. Work closely with product and engineering to reproduce issues, prioritize customer‑impacting problems, validate fixes, and close the loop with customers.

What You Bring

• 3–6+ years of Customer Success, Account Management, Strategic Accounts, Growth Operations, or related experience, preferably in SaaS, AdTech, MarTech, or performance marketing.
• Experience independently managing enterprise or high‑value customer relationships.
• Strong understanding of digital advertising and performance marketing, including Google Ads, Meta Ads, TikTok Ads, campaign measurement, attribution, CPA, ROAS, conversion funnels, and related KPIs.
• Demonstrated ownership of retention, renewals, expansion, and customer outcomes.
• Ability to identify customer risk early and drive ambiguous problems to resolution without waiting for detailed instructions.
• Strong analytical skills and comfort working with product analytics, advertising data, dashboards, and customer‑health metrics.
• Excellent written and verbal communication skills, including the ability to communicate effectively with both technical teams and senior customer stakeholders.
• Strong organizational skills and the ability to manage multiple strategic accounts simultaneously.
• Experience operating in a fast‑moving environment with incomplete processes and significant individual ownership.
• Genuine interest in AI, automation, advertising technology, and the future of autonomous software.

Bonus Points

• Founding or early Customer Success experience.
• Experience building CS processes from scratch.
• Hands‑on experience with Google Ads, Meta Ads Manager, TikTok Ads Manager, or other major advertising platforms.
• Experience working with AI/ML or automation products.
• Experience with enterprise SaaS implementations.
• Familiarity with product analytics, CRM, customer‑success, or BI platforms.
• Demonstrated history of improving retention, NRR, expansion, or customer adoption.
• Experience partnering directly with engineering teams on technical customer issues.

Why Join AdsGency AI?

• Competitive salary + meaningful equity.
• Own strategic customer relationships at an early‑stage AI company.
• Work directly with the founders, product, and engineering teams.
• Build the Customer Success function and operating system from 0→1.
• Work with customers applying AI to real advertising spend and business outcomes.
• Directly influence product roadmap, customer experience, retention strategy, and GTM execution.
• Help define how AI changes the way digital advertising is managed.