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Customer Success Manager

s2wmedia.com Logo

S2W Media

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Location:
United States

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

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Job Description:

S2W’s Customer Success Managers (CSMs) work with our largest and most complex customers to help them realise the full value of their investment and transform their approach to full-funnel brand-to-revenue generation programs. Our CSMs engage customers to unlock early and sustained outcomes by delivering methodologies that drive adoption of our products, solution expansion, and long-term growth.

Job Responsibility:

  • Serve as the single point of customer accountability responsible for orchestration of all campaigns, experiences and guiding the customer and S2W account teams (sales, campaign operations, product) to develop success plans, EBRs, strategic planning sessions, and churn mitigation when necessary
  • Communicate the value of all programs. Be accountable for ensuring all collaborators understand this value so that customers continue to renew
  • Onboard new clients, leading comprehensive discovery sessions to establish clear expectations so programs are launched without friction
  • Partnering with Account Executives on renewals and expansions – this includes taking a proactive approach to upcoming renewals and enabling value-driven programmes early
  • Cultivate and expand long-term customer relationships by being a trusted advisor and expert, ensuring they receive measurable value from our products throughout their lifecycle
  • Be the Voice of the Customer and advocate internally for client needs by gathering actionable feedback and suggesting product or process improvements, often removing roadblocks
  • Ensure client success by monitoring customer health metrics to reduce churn and contraction through early identification, intervention, escalation and mitigation in partnership with your account team
  • Be a full-funnel demand generation expert with your customers, while sharing and scaling these insights to the benefit of the GTM team

Requirements:

  • 3+ years in customer success or other B2B client-facing role, ideally experience within the lead generation industry either on the technology/platform side or competing vendor
  • A proven track record of managing a book of business, driving expansion and influencing customer decisions
  • Strong domain knowledge of full-funnel demand generation processes or go-to-market strategies
  • Excellent strategic and critical thinking capabilities
  • Strong problem solving and analytical skills
  • Effective time management and ability to prioritise workload
  • Confidence in synthesizing data from multiple sources to inform decision making
  • A proactive, self-starting attitude and high level of initiative
  • Excellent active listening skills and desire to understand
  • High emotional intelligence and strong empathy for customers
  • Ability to build strong and effective relationships
  • Excellent written and verbal communications skills, with the ability to tailor messaging to suit different audiences
  • Experience establishing yourself as a trusted advisor with customer partners to guide outcomes

Additional Information:

Job Posted:
January 10, 2026

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