Senior Customer Success Manager, US

Hunch is a leading creative performance platform that empowers brands and agencies to optimize their media buying and streamline creative production. They are seeking a Senior Customer Success Manager to manage high growth accounts, lead product onboarding, and advise clients on performance marketing best practices to drive client retention and revenue expansion.

Responsibilities:

• Manage the customer journey end-to-end - leading client onboarding, enablement, and troubleshooting while pushing strategic initiatives to maximize client value through to the renewal phase
• Fully own the definition and delivery of client success criteria for Tier 1 US accounts
• Be a performance marketing advisor; counsel clients on campaign and test setups in adherence with Meta, TikTok, Snap, and Pinterest best practices
• Collaborate with Product, Engineering/Support, Design and Sales to improve product, client experience, and internal delivery operations
• Work with the Director of Client Partnerships on Account Planning, as well as the preparation and (onsite) presentation of QBRs for priority clients
• Own annual revenue/renewal targets and tracking alongside the Director of Client Partnerships
• Grow into more of a commercially focused, Client Partner role before year end; independently owning contract renewal and upsell processes while maintaining a strong grip on client priorities and expansion opportunities

Requirements:

• 5+ years of experience in customer success, digital advertising, or marketing technology
• Deep understanding of performance marketing/social platforms, measurement, and creative automation
• Proven ability to manage multiple accounts independently while growing revenue (NRR) year-on-year
• Strong communication skills, with the ability to influence outcomes both internally and externally at the senior executive level
• Desire to set one's own directives and autonomously craft solutions to client challenges
• Experience in project management, performance/technical troubleshooting, and operational excellence
• Ability to work cross-functionally across sales, product, marketing, and other key business functions
• Ability to travel at least once per quarter for client and/or Hunch company onsites (includes domestic and international travel)
• Direct experience with Dynamic Creative Optimization (DCO) tools
• Prior early-stage startup experience
• Experience working with globally distributed teams / in a satellite office environment