Strategic Enterprise Customer Success Lead

Attentive

New York (NY)

Hybrid

USD 100,000 - 150,000

Full time

3 days ago

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Job summary

Attentive is the AI marketing platform powering 1:1 personalization. We blend SMS, email, and AI-powered capabilities to connect brands with people.

This Senior Customer Success Manager role leads a portfolio of strategic accounts, shaping programs, driving outcomes, and accelerating growth with cross-functional teams in a hybrid New York office. You will own strategies across lifecycle, align milestones with executive sponsors, and translate performance into recommendations.

Qualifications

5+ years of experience in Customer Success or Account Management, ideally in marketing technology or SaaS, with demonstrated success managing complex enterprise customers.
Strong understanding of lifecycle marketing and growth and retention strategies, with depth in SMS or email and the ability to advise across channels.
Experience collaborating with commercial, Services, product, and technical teams to translate customer needs into coordinated solutions and measurable outcomes.
Strong analytical and commercial judgment: you can interpret performance data, ask thoughtful questions about measurement, and turn insights into actionable recommendations.
Ability to influence stakeholders, navigate ambiguity and competing priorities, and independently drive complex account plans forward.
Clear, confident communication with executive and operational audiences, strong organization, and consistent follow-through on decisions and commitments.
Experience using Salesforce or a comparable CRM, customer success platforms, and reporting tools to maintain reliable account plans, forecasts, and risk visibility.
Curiosity about emerging marketing technology and AI-powered customer experiences, with the ability to learn new capabilities and assess their relevance to customer goals.

Responsibilities

Build strategic success plans with goals, milestones, and owners.
Advise on lifecycle marketing across acquisition, engagement, conversion, and retention.
Coordinate Account Management, Services, and technical and product partners around the customer strategy.
Develop relationships with executive sponsors, marketing leaders, and technical stakeholders; lead business reviews and working sessions.
Translate program performance into clear recommendations, testing priorities, and business cases.
Maintain revenue and renewal forecasts in partnership with Account Management; identify risks and coordinate mitigations.
Identify expansion opportunities through customer goals and unmet needs; build value-based recommendations.
Translate customer feedback and integration needs into clear business requirements for product and technical partners.