Senior Customer Success Manager

Supermetrics; Charlotte (NC); Remote; USD 80,000 - 100,000; Full time

Benefits offered by this job

Flexible remote policy

WFH stipend

Equity options

Health coverage for family

Job summary

Supermetrics is seeking a Senior Customer Success Manager to oversee the North American market from a fully remote role. You will manage a diverse client portfolio, typically 40–60 customers, and collaborate with Account Executives across the US to expand our business and ensure customer success.

You will work with Sales, Product, Support, Professional Services and Solutions Engineering to deliver tailored solutions, mitigate churn, and drive renewals, growth and advocacy.

Qualifications

• Minimum of 3 years in customer success or similar roles.
• Experience in SaaS, agency, or Martech.
• Ability to engage with analysts to senior leaders.
• Strong negotiation and organizational abilities.
• Excellent internal/external communication.
• Willingness to learn and grow.
• Proven ability to grow client relationships focusing on expansion, upselling, and renewals.
• Proficiency in English for internal and external communication.

Responsibilities

• Manage a portfolio of clients, typically 40–60 customers.
• Oversee the full customer lifecycle: onboarding, adoption, renewals, growth, advocacy.
• Collaborate with Sales, Product, Support, Professional Services, Solutions Engineering to deliver tailored solutions.
• Continuously expand product knowledge and industry awareness.
• Foster a collaborative atmosphere and support teammates.
• Understand clients' goals to offer tailored solutions and recommendations.
• Identify at-risk accounts and implement retention strategies to reduce churn.
• Advocate for clients internally to inform products and roadmap.

Skills

SaaS/Martech experience

Stakeholder communication

Negotiation

Organizational skills

Relationship management

Problem solving

English proficiency

Team collaboration

Job description

Supermetrics is looking for a Senior Customer Success Manager to join our team in the US!

In this position, you will be responsible for overseeing the North American market while collaborating with Account Executives throughout the US to expand our business. You will play an integral part of our customer success organization, which comprises teams across North America, EMEA & JAPAC. As a Customer Success Manager, your primary focus will be on managing a diverse client portfolio to ensure customer needs are met and problems solved.You will work closely with clients to understand their objectives and address their challenges effectively.

Please note: this role is fully remote and we will only consider candidates in the following states NY, MA, NJ, GA, IL, NC, SC, FL, IN, MD, VA, MI, TX, PA, DE, VT

Responsibilities:

• Manage a portfolio of clients, ranging from 40 to 60 customers, depending on location.
• Oversee the entire customer lifecycle, including onboarding, adoption, renewals, growth, and advocacy.
• Collaborate closely with both local and global Supermetrics teams, including Sales, Product, Support, Professional Services, and Solutions Engineering, to deliver tailored solutions and consultations to meet customer needs.
• Continuously enhance your knowledge of the Supermetrics product suite and industry trends to provide valuable insights during customer interactions.
• Encourage a collaborative atmosphere by offering assistance to colleagues and working towards shared objectives.
• Understand clients' business goals, challenges, and objectives to provide tailored solutions and recommendations.
• Anticipate and mitigate churn risks by identifying at-risk accounts and implementing proactive retention strategies.
• Serve as a customer advocate internally, representing clients' interests and feedback to inform product enhancements and roadmap decisions.

Requirements:

• Minimum of 3 years of relevant experience in customer success or similar customer-centric roles.
• Experience in SaaS, agency, or Martech industries.
• The ability to effectively engage and communicate with everyone, from analysts to senior leaders, is essential.
• Proficient in commercial dealings and negotiation, along with solid organizational abilities and the skill to keep track of numerous tasks effectively.
• A capable method for overcoming difficulties, emphasizing the identification of resources and timely issue resolution.
• Effective communication skills internally and externally to nurture customer relationships.
• Humble attitude and openness to learning and growth, aligning with our focus on individual and team development.
• Demonstrated proficiency in developing and growing client relationships with a focus on expansion, upselling, and renewals
• Proficiency in English, as it is the primary language used for internal communication and customer interactions.

Benefits we offer…

• 100% paid health care premiums for you and the WHOLE family with $0 deductible options
• Flexible remote policy
• $520 one time WFH stipend
• Various external trainings to support your career development
• A comprehensive benefits package that includes equity options
• High-quality work equipment

Pay Transparency Statement: The base salary range for this role is $80,000 to $100,000 USD annually + bonus. On-target earnings (OTE) for this role is $100,000 to $125,000 annually. These figures reflect the compensation offered for remote U.S.based candidates.

Supermetrics is committed to fair and equitable compensation practices. We regularly review pay data to ensure internal equity, market alignment, and full transparency in how we reward performance.

Join us in putting AI to work for marketers

Supermetrics helps marketers make better decisions. It connects marketing data from platforms like Facebook Ads and Google Analytics to the AI tools, analytics tools, and data warehouses marketers already use, putting it right where they need it.

With Supermetrics, a marketer can connect their data to AI tools like Claude and ChatGPT, ask questions about their campaigns, and get insights and recommendations grounded in live data. From there, they can also manage and update campaigns across every connected platform, automatically and in one place, using guardrails to stay in control.

We work with organizations of every size: small teams that want enterprise-level reporting without the overhead, global brands like Dyson and L'Oréal that need visibility across millions in ad spend, and agencies like dentsu and McCann UK that manage large portfolios of client accounts at scale. In total, over 200,000 businesses trust Supermetrics to help them make the best decisions with their marketing data. We've grown from a one-person shop in 2013 into a global powerhouse, and we're only getting started.

Today, we're 300+ people, with teams spread across 10 countries and 3 continents. Our team represents more than 50 nationalities which makes us a multicultural, collaborative, thriving team.

Supermetrics operates on trust, transparency, and a keen customer focus. Forward-looking and quick to act, we see what needs doing, take ownership, and run with it. As team players, we help each other and win together.

We're hiring for a diverse, skilled, and collaborative team and building an inclusive workplace where everyone is treated fairly and respectfully.

It all started with a Google t-shirt... Read the rest of our story at supermetrics.com/about.

How we use AI in the recruitment process:

We use AI to help our recruiters work through applications faster, for example, summarizing your resume and scheduling interviews. A recruiter reviews every application, and no hiring decision is ever made by AI.

For some roles, your first interview may be with an AI interviewer instead of a person, and a recruiter reviews that conversation before deciding whether you move forward. From there, our human interviewers may use AI to take notes throughout the rest of the process, never to score or evaluate you, just so they can stay focused on the conversation instead of typing. You'll be told before this happens, and if you'd rather not be recorded, you can opt out at any point. It covers the rest of your process and never affects how you're evaluated. Every hiring decision is made by our human recruiting and hiring teams.