Lead Customer Success Manager, Growth & Strategy

fullthrottle.ai®; United States; On-site; USD 130,000 - 190,000; Full time

Job summary

fullthrottle.ai is seeking a Customer Success Manager Lead to build and lead the CS function for Direct and Agency business. You will oversee a team of CSMs, manage portfolio health, and directly handle a small set of self-serve clients.

This player-coach role combines hands-on leadership with coaching and operational excellence. You will report to the EVP of Customer Success and partner with cross-functional leaders to drive retention, revenue growth, and client outcomes.

Qualifications

• 5+ years of experience in account management, campaign strategy, or execution within the programmatic, adtech, or marketing technology space
• 3+ years of experience managing and developing high-performance teams, with a proven ability to lead from the front and inspire excellence
• Proven track record managing self-serve advertising clients, including full ownership of onboarding, QBR execution, and renewal conversations
• Deep understanding of self-serve platform workflows, self-service customer education, and how to drive adoption and engagement in low-touch models
• Proven track record of driving revenue growth across many large customer accounts through strong relationships and strategic planning
• Deep understanding of Real-Time Bidding (RTB), DSPs, and programmatic advertising fundamentals, with hands-on platform expertise
• Strong ability to simplify and communicate technical concepts with confidence, leveraging platform knowledge to support client success
• Proven success in identifying and closing expansion opportunities within existing accounts, driving incremental revenue growth
• Demonstrated success in solving complex challenges through data-driven decision-making and creative problem-solving
• Excellent organizational skills with strong attention to detail, time management, and ability to prioritize in a fast-paced environment
• Exceptional written and verbal communication skills, with the ability to build trust and alignment across teams and clients
• Strong management and leadership skills through a collaborative, inclusive approach, comfortable with both mentoring and hands-on execution
• Ability to build strong relationships with internal and external stakeholders at all levels, from individual contributors to executive leadership
• Track record of setting clear expectations, coaching teams to excellence, and maintaining accountability to performance targets
• Proactive, solutions-focused leader who thrives in a fast-paced, evolving environment and drives continuous improvement

Responsibilities

• Lead and develop a team of Customer Success Managers, fostering a high-performance culture focused on client retention, revenue growth, and strategic partnership
• Set clear expectations for success by tracking and evaluating quarterly revenue targets, retention metrics, and expansion pipeline, ensuring consistent performance and accountability across the team
• Coach CSMs to develop and execute strategic account plans that drive results, providing hands-on support and mentorship for key and high-potential accounts
• Reinforce a commercial mindset that empowers CSMs to own the full client lifecycle, from onboarding through renewal and expansion
• Hire, onboard, and develop top talent, ensuring each team member has a clear growth path and is equipped to deliver exceptional client outcomes
• Directly manage a portfolio of self-serve advertising clients, owning onboarding, Quarterly Business Reviews, performance optimization, and renewal conversations
• Identify and implement opportunities to improve team efficiency through new processes, training enhancements, or platform optimization
• Own portfolio accountability: retention rate, revenue at risk, campaign performance, and expansion pipeline across all active accounts managed by your team and yourself
• Define and document the CS operating model, playbook, and best practices for your business line, including account onboarding, MBR format, at-risk protocol, renewal process, and escalation paths
• Partner with Platform Success on portfolio-level analytics, expansion narratives, and at-risk account briefs, ensuring the right resources are engaged on the right accounts at the right time
• Lead in-person and virtual client engagements including presentations, Quarterly Business Reviews, strategic planning sessions, and training
• Partner with cross-functional leaders (Sales, Product Operations, Finance) to represent the CS perspective, share insights, and drive solutions that improve both client and internal outcomes
• Provide expert guidance on the fullthrottle.ai platform, including campaign setup, performance analysis, optimization strategies, and new opportunities to achieve client KPIs
• Work with Product teams to influence the roadmap based on client needs and industry trends surfaced from your portfolio
• Manage team bandwidth, delivering high-level account support and reporting progress against goals to the EVP of Customer Success

Skills

Account management

Campaign strategy

Team leadership

Self-serve advertising

QBR execution

Client retention

Data-driven decisions

Stakeholder management

Sales and revenue growth

RTB/Programmatic basics

Job description

fullthrottle.ai is seeking a Customer Success Manager Lead to build and lead the CS function for Direct and Agency business. You will oversee a team of CSMs, manage portfolio health, and directly handle a small set of self-serve clients.

This player-coach role combines hands-on leadership with coaching and operational excellence. You will report to the EVP of Customer Success and partner with cross-functional leaders to drive retention, revenue growth, and client outcomes.