Senior Customer Success Manager

Guideline, Inc.; Northern (KY); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) with company match

Unlimited PTO

Parental Leave

Commuter Benefits

Employee Recognition Program

Referral Bonus

Job summary

Guideline, Inc. is seeking a Senior Customer Success Manager to own strategic relationships with leading brands and media owners. You will drive adoption, ensure renewals, and expand services while partnering with sales, product, and support teams.

Ideal candidates have 5–8 years in B2B SaaS customer success or consulting, with experience in media or advertising data. A data-driven, proactive mindset and strong communication are essential.

Qualifications

• Minimum of 5–8 years in a customer-facing role in B2B SaaS, CS, account mgmt, or consulting.
• Experience with alliance or channel partnerships strongly preferred.
• Experience in media, advertising, media intelligence, DaaS/SaaS, or ad measurement is a plus.

Responsibilities

• Own end-to-end customer relationship and lifecycle, driving adoption and usage.
• Manage renewals and expansions, ensuring seamless contracts and upsell opportunities.
• Develop tailored success plans and collaborate across sales, product, and support teams.
• Coordinate consultations, demos, trainings, and QBRs to drive value realization.
• Monitor customer health metrics and address risks to renewal outcomes.
• Identify opportunities for product expansion with partners and cross-functional teams.
• Guide clients on product functionality to meet business goals.

Skills

Customer success

Account management

B2B SaaS

Relationship building

Data-driven decisions

Education

Bachelor's degree in communications, advertising, business, information technology, or related field

Tools

Excel

PowerPoint

Salesforce

Jira

Gong

Pendo

Job description

All Jobs > Senior Customer Success Manager

Guideline is a global provider of ad intelligence and media plan management technology, powering the strategy, planning, and management of advertising buying and selling for the world’s leading enterprises. Our solutions deliver the industry’s most comprehensive and timely insights, enabling publishers, agencies, brands, investors, and consulting firms to optimize media performance and drive superior business outcomes. Guideline’s proprietary spend and pricing data represents approximately $200 billion in annual media investment across 65 countries, providing the most complete and transparent view of the global advertising marketplace available today. In 2026 we are accelerating our investment in analytics and AI-powered solutions for the advertising and capital markets industries.

About the Role:

As a Senior Customer Success Manager at Guideline, you will own strategic relationships with some of the world's leading brands and media owners — organizations that rely on our platform to make smarter decisions about where millions in advertising dollars go. You will also play a key role in building and nurturing relationships with alliance and channel partners — including organizations that power their products with our data and GTM partners. You will be at the forefront of ensuring our clients maximize the value of our solutions. You will play a pivotal role in driving customer adoption, engagement, and overall satisfaction— from onboarding through renewal and expansion. Your consultative approach, proactive mindset, and commitment to understanding client needs will be key in fostering strong relationships that enable Guideline’s success.

Responsibilities:

• Own the end-to-end customer relationship: Take ownership of the customer lifecycle, focusing on driving adoption and usage, product engagement, best practices and satisfaction of Guideline solutions.
• Account Management: Build and nurture strong, long-term relationships with customers, ensuring they maximize the value of our solutions.
• Alliance & Channel Partner Development: Develop and manage relationships with alliance and channel partners Support business development efforts working with leaders and senior individual performers. Serve as the primary relationship owner for these partners, ensuring mutual value and sustainable growth.
• Renewal and Expansion: Own the customer renewal process, proactively managing timelines, and engaging with customers throughout the year to ensure exceptional service and seamless contract renewals. Introduce new and existing products to benefit customers and grow accounts.
• Customer Retention: Drive customer satisfaction by regularly engaging with customers to understand their business goals and identifying opportunities for upselling or expanding service offerings.
• Success Planning: Develop and implement tailored success plans for each customer, aligning solutions with their evolving needs to increase the likelihood of renewal and long-term growth.
• Data-Driven Engagement: Track customer health metrics and usage patterns, and utilize this data to address risks or challenges that could impact renewal outcomes.
• Collaboration: Work closely with sales, product, and support teams to address any obstacles to renewal and ensure customers’ expectations are met or exceeded.
• Identify opportunities for product expansion: Work cross-functionally with product and sales teams to identify opportunities where alliance and channel partners can extend Guideline's value proposition — whether through data contributions that strengthen our platform or derivative products that serve our customers' evolving needs.
• Provide guidance on product functionality: Offer guidance on product functionality and workflows, based on the specific business needs and goals of each client. At the same time, understanding client needs and objectives and provide guidance on how to leverage guideline solutions (software) to achieve these goals
• Conduct consultations, demos, trainings and QBRs: Engage clients in consultations, demos, trainings, and Quarterly Business Reviews (QBRs). Educate users on product features, utilization, and drive value realization.
• Stay abreast of product and market changes: Stay informed about product and market changes, ensuring clients are equipped to leverage new offerings effectively and stay ahead of industry trends.

Requirements

• Minimum of 5-8 years of experience in a customer-facing role, preferably in B2B SaaS customer success, account management, or consulting. Track record of success managing alliance or channel partnerships strongly preferred.
• Prior experience in media, advertising, media intelligence, DaaS/SaaS, or ad measurement industries. Familiarity with how brands, agencies, or media owners evaluate and act on media intelligence data is a plus.

A growth-oriented mindset

• Critical thinking and a solution-oriented mindset. Ability to identify - and act on - opportunities for improvement in process, product usage, customer engagement, cross functional collaboration, and comfort with technical solutions.
• Excellent written and verbal communication skills with a genuine desire to see clients succeed.
• Highly organized and responsive to customer needs and internal teams.
• Curiosity and eagerness to learn, explore, and teach others.
• Exceptional relationship-building skills with empathy for customer pain points and a dedication to resolving issues effectively.
• Demonstrated ability to manage competing priorities with a sense of urgency while maintaining professionalism and accuracy.
• Proficiency in Excel, PowerPoint, Salesforce; experience with Jira, Gong, Pendo, and advertising data or media intelligence platforms is preferred
• Bachelor’s degree in communications, advertising, business, information technology, or related field preferred

Guideline offers full-time employees a comprehensive benefits package based on location. Some benefits may include, but are not limited to:

• Medical, Dental, Vision, Health Savings Account, Flexible Spending Account
• STD, Life, LTD and AD&D
• 401(k) with a company match program
• Unlimited Paid Time Off (PTO)
• Paid Parental LeaveCommuter Benefits
• Employee Recognition Program
• Referral Bonus Program

Guideline is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.