Strategic Customer Success Lead

Remote, US



About the Position

Our client is seeking a Strategic Customer Success Lead to shape and scale how the company delivers value across its enterprise customer base. This is a foundational role in building a repeatable CS approach that balances deep product expertise with 1:1 strategic partnership.

In this role, you will directly manage a portfolio of strategic accounts and be responsible for ensuring they consistently realize value from the platform. You will serve as both a product expert—connecting customers' unique business needs to the platform's capabilities—and a trusted strategic advisor, helping customers navigate the evolving AI landscape through thought leadership and guidance on measurement, optimization, and campaign strategy across AI channels.

What You'll Be Doing

• Own value delivery for a portfolio of strategic, enterprise customer accounts, ensuring customers reach meaningful value milestones through direct, high-touch engagement.
• Serve as a strategic partner and advisor to customer stakeholders, providing guidance on AI adoption, measurement strategy, and campaign optimization.
• Partner closely with Account Leads to ensure day-to-day engagements reinforce global business goals, renewals, and expansion efforts.
• Develop and execute customer-specific success plans aligned to customer objectives and measurable outcomes.
• Drive deep product adoption by helping customers understand not just how to use the platform, but how to apply it within their broader marketing and measurement strategy.
• Monitor account health using usage data, customer feedback, and sentiment to proactively identify risks, adoption gaps, and opportunities.
• Translate risk signals into proactive mitigation plans that improve retention and long-term outcomes.
• Collaborate cross-functionally with Product, CS Ops, Growth, Services, Sales, and Support to deliver a seamless, high-quality customer experience.
• Develop and maintain excellent knowledge of the product and AI ecosystem to strategically advise customers and contribute to thought leadership.
• Synthesize learnings from strategic accounts and feed insights back into the broader CS team, helping refine value frameworks and success patterns.

Qualifications

• 5+ years of experience in account management, customer success, or strategic partnerships—ideally in SaaS, ad tech, or marketing technology.
• Proven experience delivering value to enterprise customers in high-touch, relationship-driven roles.
• Strong background in advertising, campaign strategy, and measurement; experience advising customers on media strategy is required.
• Demonstrated ability to operate as a trusted strategic advisor to senior customer stakeholders.
• Comfort working with data, usage signals, and customer feedback to inform strategy and recommendations.
• Strong communication and relationship-building skills, with the ability to explain complex concepts clearly and confidently.
• Highly collaborative, with experience working cross-functionally across Product, Sales, CS Ops, Growth, Services, and Support.
• Startup-ready mentality with a bias toward action, comfort with ambiguity, and enthusiasm for building from the ground up.

About Our Client

Our client is building the platform helping brands engage consumers on the emerging AI channel—giving brands enterprise-grade tools to manage AI brand safety and deliver personalized AI marketing experiences. The team is composed of mar-tech industry veterans with backgrounds building ad-tech platforms later acquired by major technology companies. The company recently closed a Series A funding round backed by a group of institutional and venture investors. The team operates in a globally distributed model, with business operations and engineering split across international hubs.

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