Customer Success Manager (CSM)

Location: Hybrid position based in the Boston, Mountain View, or New York office; 3 days in office and 2 days remote. Average travel requirement: 25%.

Salary: $111,000–$170,000 per year.

Company

AI-powered agentic experience platform helping marketing and data teams acquire, retain, and grow customers through autonomous, ROI-driven workflows.

What you will do

• Build and maintain customer success plans with leadership to increase the value generated by the platform.
• Drive product adoption and identify enterprise expansion opportunities.
• Coordinate with Product Management, Engineering, Marketing, Industry Principals, Professional Services, Support, and external partners on implementations and strategic support.
• Lead use case workshops, maturity assessments, roadmap discussions, customer business reviews, and customer success stories.
• Use AI tools to analyze product usage, support history, and engagement data, identifying adoption gaps, at-risk accounts, and expansion opportunities.
• Guide customers in applying AI to their data strategies and use AI to streamline account planning, research, meeting preparation, and executive briefing creation.

Requirements

• 5+ years of Customer Success or related experience.
• Ability to communicate across business and technical concepts, including ROAS, critical metrics, Big Data and Analytics, Data Warehousing, API and software integrations, and SQL.
• Independent drive for continuous improvement.

Nice to have

• Background in Marketing, SaaS, Martech, Adtech, Analytics, or Business Intelligence.

Culture & Benefits

• Hybrid global working policy with 3 office days and 2 remote days.
• Medical, dental, and vision plans with an Employee Assistance Program.
• Company-paid life insurance at 3x salary and short- and long-term disability coverage.
• 401(k) retirement plan with a 4% company match and Restricted Stock Units.
• Flexible Time Off, up to 26 weeks of paid parental leave, and reproductive health and family-building support.
• Culture focused on diversity, equity, inclusion, belonging, ownership, initiative, and continuous improvement.

Hiring process

• Applications from agencies and recruiters require an active contract; unsolicited agency resumes are treated as gratis referrals.