Senior Customer Success Manager

vibe; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Vibe is seeking a Senior Customer Success Manager to own end-to-end relationships with our fastest-growing enterprise advertisers. You will manage campaigns from launch to optimization, surface insights, and drive measurable value on the Vibe platform.

You will own renewal and expansion, identify upsell opportunities, and collaborate with Sales, Product, and Analytics to improve the platform. If you thrive in a fast-growth SaaS environment and can balance strategic leadership with hands-on

Qualifications

• 5+ years managing mid-market or enterprise accounts on a digital advertising platform.
• Proven track record of hitting retention and expansion targets.
• Hands-on experience with incrementality measurement and ROAS context.
• Comfort working with CRM and analytics tools to monitor health and build reports.
• Ability to operate independently across a cross-functional environment.

Responsibilities

• Own the customer relationship across the full lifecycle for a portfolio of enterprise accounts.
• Drive renewal and expansion targets and pursue upsell/cross-sell opportunities.
• Guide clients through campaign strategy, execution, and performance optimization on the Vibe platform.
• Provide customer feedback to product/roadmap discussions and collaborate with Sales, Product, Analytics.

Skills

Account management

Customer success

CRM tools

Analytics

Cross-functional collaboration

Tools

Looker

Planhat

Job description

About the Role

You’ll join the Customer Success team as a Senior Customer Success Manager, owning the end-to-end relationship with Vibe's fastest-growing enterprise advertisers. This role sits at the intersection of retention, expansion, and product influence - you're not just managing accounts, you're building the partnerships that define what great looks like in streaming TV advertising. We're scaling our enterprise business, and we need someone who can carry a book of business with both strategic depth and operational precision. Three reasons to want this: real ownership over revenue outcomes, a direct line into how the product evolves, and front-row access to a category being built in real time.

What You’ll Do

• Own the Customer Relationship

  Manage the full client lifecycle - from campaign launch through optimization - for a portfolio of enterprise accounts

  Build deep, trust-based relationships by proactively surfacing insights, best practices, and strategic recommendations

  Serve as the primary point of contact, ensuring clients are consistently deriving measurable value from the platform

• Drive Revenue Outcomes

  Own renewal and expansion targets across your book of business

  Identify and pursue upsell and cross-sell opportunities through a deep understanding of each client's goals

  Forecast account health accurately and act early on risk signals

• Deliver Campaign Excellence

  Guide clients through campaign strategy, execution, and performance optimization on the Vibe platform

  Contextualize platform results within a broader multi-channel strategy, including incrementality measurement and ROAS framing

  Translate performance data into clear, actionable recommendations that clients can act on immediately

• Be the Voice of the Customer

  Bring customer feedback and unmet needs directly into product and roadmap conversations

  Partner with Sales, Product, and Analytics to resolve challenges and improve the platform experience

  Represent the customer perspective in internal decisions without losing sight of business priorities

What You Need

• 5+ years managing mid-market or enterprise accounts on a digital advertising platform - streaming TV, paid social, search, or similar
• Proven track record of hitting retention and expansion targets across a named account portfolio
• Hands-on experience with incrementality measurement and the ability to contextualize ROAS within a full-funnel marketing strategy
• Comfort working across CRM and analytics tools to monitor account health, build reports, and drive scalable engagement
• Ability to operate independently across a cross-functional environment - you don't wait to be told what the problem is

Nice to Haves

• Experience with Looker, Planhat, or similar customer success/analytics tooling
• Background in connected TV (CTV) or streaming TV advertising specifically
• Experience building or improving CS processes at a high-growth SaaS or platform company

Our Values

At Vibe, we run on three values: Impact, Ambition, and Urgency. We tie every goal to a real business outcome, think 10x rather than settling for good enough, and move daily rather than waiting for perfect conditions.

You’ll thrive here if you own outcomes without needing direction, default to action, and hold yourself to results, not effort.

This is a high-performance environment with high-performance rewards: you'll work alongside people who push you, with real ownership over hard problems in a market that’s moving fast.

If that sounds like the best version of your career, we want to meet you.

What We Offer

For candidates in New York, NY, the pay r