Customer Success Manager

Internet Brands is a fully integrated online media and software services company focused on high-value vertical categories. The Customer Success Manager serves as a subject matter expert in client data analysis and customer education, collaborating with various teams to enhance client engagement and satisfaction while developing training programs and AI automation initiatives.

Responsibilities:

• Act as the subject matter expert in analyzing client data and translating insights into actionable strategies that drive measurable business outcomes
• Regularly synthesize analytics into clear, impactful recommendations for both internal teams and clients
• Partner with cross-functional leaders to identify trends, opportunities, and success drivers within client portfolios
• Mentor and coach the entire Customer Success Specialist team to strengthen their ability to support, train, and educate customers effectively
• Cultivate an environment centered on excellence in customer service and proactive engagement
• Develop and implement an industry-leading onboarding and training program, ensuring customers achieve value and confidence from day one
• Serve as a resource to the Sales team, contributing strategic insights and participating in pitches for high-value clients and prospects
• Collaborate closely with Marketing and Product teams to align customer insights with roadmap priorities, messaging, and market positioning
• Act as a prompt technologist and subject matter contributor in the development and refinement of our AI automation layer, helping to shape tools that improve scalability and client experience
• Stay informed on current and emerging industry trends, technologies, and sentiment, adapting customer education and engagement strategies accordingly
• Represent the organization in public speaking engagements, webinars, and client-facing events as a thought leader and trusted advisor

Requirements:

• Bachelor's degree in Business, Marketing, Analytics, or related field (Master's preferred)
• 5+ (2+ in multi-family) years of experience in Customer Success, Client Strategy, or Customer Enablement, with demonstrated success leading teams and programs
• Strong analytical and storytelling skills—ability to translate data into actionable insights for diverse audiences
• Proven experience collaborating across Sales, Product, and Marketing functions
• Exceptional presentation, communication, and public speaking skills
• Passionate about innovation, customer engagement, and continuous learning