Senior Customer Success Manager

We are looking for a Senior Customer Success Manager to join our growing team and serve as a strategic partner to our customers. This is a full-time remote position based in the United States.

What You'll Do?

Own Strategic Customer Relationships

• Build trusted partnerships with key customer stakeholders across brands, agencies, and commerce teams.
• Act as a strategic advisor, helping customers maximize value from Intentwise's platform and solutions.
• Lead regular business reviews, success planning, and executive-level conversations.

• Ensure customers successfully adopt and expand their use of Intentwise Ad Optimizer, Intentwise Analytics Cloud, Intentwise Explore, and emerging AI solutions.
• Identify opportunities for account growth, upsells, cross-sells, and long-term expansion.
• Partner closely with Sales to support renewals and revenue growth initiatives.

• Serve as the primary advocate for customers across Product, Engineering, Marketing, and Sales.
• Gather customer feedback, identify trends, and influence product direction based on market needs.
• Help customers navigate change and adopt new capabilities as the retail media landscape evolves.

• Monitor account health and customer engagement to identify risks before they become issues.
• Develop action plans that improve retention, satisfaction, and business outcomes.
• Drive resolution of customer challenges with urgency and ownership.

• Travel periodically to customer offices, industry events, and conferences as needed.
• Build strong relationships within the broader retail media and e-commerce ecosystem.

• 5+ years of experience in Customer Success, Account Management, Consulting, or a related customer-facing role.
• Hands-on experience working with Amazon Ads, Walmart Connect, retail media networks, or e-commerce technologies.
• Proven success managing customer relationships, driving retention, renewals, and account growth.
• Strong business acumen with the ability to connect platform capabilities to customer outcomes.
• Excellent communication, presentation, and stakeholder management skills.
• A proactive, highly organized approach with a strong sense of ownership and execution.
• Passion for helping customers succeed in a fast-paced SaaS environment.

• Bachelor's degree in Business, Marketing, Communications, or a related field required.
• Experience in retail media, digital advertising, e-commerce, or analytics platforms strongly preferred.

• The opportunity to work with cutting-edge commerce data, analytics, and AI technologies.
• Exposure to leading brands, agencies, and retail media programs.
• A collaborative, innovative, and learning-focused culture.
• The ability to influence product strategy and customer success at a rapidly growing company.
• Competitive compensation, benefits, and growth opportunities.