Strategic Customer Success Manager - MarTech / AdTech, US

Branch is a leading provider of engagement and performance mobile SaaS solutions, and they are seeking a Strategic Customer Success Manager to join their Customer Experience team. This role focuses on managing relationships with large, complex global accounts, ensuring governance, adoption, retention, and measurable impact across the entire relationship.

Responsibilities:

• Own the full customer lifecycle for a focused portfolio of global, strategic accounts — running each as a tailored program with its own joint success plan, governance cadence, and value map
• Embed as a trusted advisor across decentralized buying centers and multiple business units, building multi-threaded relationships up to the VP and C-level
• Act as the “quarterback” for a global virtual account team — orchestrating Account Management, Solutions / Professional Services, Support, Product, and Engineering against a single account across all major regions
• Design and scale AI-powered customer programs by identifying high-impact use cases, developing repeatable playbooks, and enabling customers to successfully adopt AI across their teams and business processes
• Drive adoption and consumption growth by connecting Branch capabilities to each customer’s macro business strategy, and quantify impact across their business units and regions
• Own expansion and upsell motions directly on retention-focused (Defend / Maintain) accounts, and partner closely with Account Management to drive growth on accounts with active net-new whitespace (Grow)
• Lead strategic success planning, QBRs, and EBRs tailored to each regional buying center, securing clear next steps on support tickets and feature requests
• Guide high-stakes consolidation and “build vs. buy” evaluations that reshape how customers weigh internal engineering investment versus partnering with Branch
• Navigate complex commercial and governance realities — custom MSAs, multi-BU and multi-region renewals, and procurement processes — and build the governance frameworks that keep sprawling accounts aligned
• Build compelling demonstrations, executive presentations, and business value documents that articulate ROI and reinforce renewal and growth
• Serve as the vital link between customers and Branch: set expectations proactively, surface and close gaps, lead customer communications, and support technical issue resolution alongside our specialist teams

Requirements:

• 6+ years of experience in Customer Success or strategic Account Management, including a proven track record of retaining and growing global flagship accounts (e.g., $1M+ ARR)
• Comfort engaging and influencing senior stakeholders, up to the VP and C-level, across multiple regions and business units
• Demonstrated experience as an AI Champion, successfully introducing, advocating for, and scaling AI solutions that enhance operational efficiency and customer impact
• Strong business acumen — the ability to connect product capabilities to customer business objectives, P&L impact, and value-based use-case adoption
• A track record of orchestrating matrixed, cross-functional teams against complex accounts, and navigating decentralized buying centers and intricate org dynamics
• Experience supporting customers on cloud-based SaaS platforms, with enough technical fluency to lead solution conversations and support issue resolution when needed
• Excellent client management, written, and verbal communication skills, with a bias for action and a strong sense of ownership and accountability
• Comfort pulling and interpreting aggregate-level data using tools like Looker, Tableau, or Google Analytics to build a compelling value narrative
• A self-starter, entrepreneurial mindset and fluency with CRM and productivity tools (e.g., Salesforce, Asana, JIRA, Notion, Catalyst)
• 2+ years of experience in the AdTech / MarTech space preferable working with large, global, or strategic-tier clients