Senior Customer Success Manager

URLgenius is a trailblazer in app deep linking, trusted by global brands to enhance mobile engagement. The Senior Customer Success Manager will manage brand and agency relationships, driving client success through strategic consulting and proactive engagement to secure renewals and expand revenue.

Responsibilities:

• Own the end-to-end relationship for a portfolio of enterprise accounts, acting as a strategic consultant for their app marketing campaigns
• Drive MRR through proactive upselling and cross-selling; identify untapped use cases and lead consultative growth presentations to expand account footprints
• Collaborate on high-touch onboarding for new enterprise clients, ensuring immediate platform proficiency and rapid time-to-value
• Proactively identify at-risk accounts, manage churn mitigation plans, and partner with the Support team to resolve technical hurdles
• Conduct regular Program Reviews to report on ROI, share best practices, new features, and align platform capabilities with client goals
• Maintain and update the CRM with detailed client activity
• Collaborate with the Director of Enterprise Client Solutions to refine existing playbooks and help inform knowledge bases to improve team efficiency
• Serve as the 'Voice of the Customer' by funneling feedback to Product and Marketing teams to prioritize features and influence the roadmap

Requirements:

• 5–8+ years in Customer Success, Account Management, or Agency Strategy
• Experience in a scaling startup environment is a plus
• Advanced expertise in HubSpot (or similar CRM) is required, specifically in managing deal stages and client communication history
• Strong understanding of digital marketing ecosystems, media strategy (Social, Search, Paid, Affiliate), and mobile commerce trends
• Elite verbal and written communication skills, with a proven ability to translate technical concepts into business value for enterprise stakeholders
• Experience navigating contract renewals and expansions within a SaaS environment
• The ability to manage multiple high-priority clients while helping the team refine and standardize processes
• Associate's, Bachelor's, or Master's degree