Customer Success Account Manager

Redpoint Global helps ambitious brands deliver personalized, real-time customer experiences across every channel. The Customer Success Account Manager owns a portfolio of enterprise and mid-market customers, driving onboarding, adoption, retention, renewals, and expansion while coordinating cross-functional teams and advising customers on data readiness, personalization, and AI initiatives.

Responsibilities:

• Build and execute strategic account plans for each customer in your portfolio, with clear success criteria, stakeholder maps, and value milestones
• Lead regular Business Reviews that connect Redpoint solutions usage to business outcomes and surface expansion opportunities
• Serve as the trusted advisor on use cases and Redpoint product capability, helping customers institute industry best practices
• Own onboarding and drive ongoing adoption through proactive, structured engagement — health checks, success plans, and outcome reviews on a defined cadence — to accelerate time-to-value and deepen product usage
• Orchestrate the cross-functional team around each account — Sales, Professional Services, Support, and Product — ensuring a seamless customer experience from post-sales handoff through steady-state
• Identify, qualify, and progress expansion opportunities (new use cases, channels, data sources, business units) in partnership with Sales
• Own the renewal motion for every account in your portfolio — forecast accurately, surface churn risk early, and protect the base
• Surface customer feedback to Product and partner on prioritization of new features and functionality
• Escalate risks and issues early, and work creatively across teams to mitigate them before they impact the customer
• Develop working fluency in Redpoint solutions — the data readiness layer (ETL, data quality, identity resolution / customer data integration), campaign orchestration, and channel integrations (Email, SMS, Push, web) — sufficient to advise customers on use-case design and on the data foundation their AI and personalization initiatives depend on
• Operate with integrity and in a highly collaborative and professional manner at all times
• You may also be responsible for other duties as assigned by the Company from time to time

Requirements:

• Candidates should have 3–5 yearsof experience in a similar role and demonstrated success in:
• • Managing a book of enterprise and mid-market accounts with measurable retention and renewal results
• • Engaging senior stakeholders (including executive sponsors) at enterprise customers — building account roadmaps, multi-threading across stakeholders, and advocating for the customer internally
• • Leading renewal conversations
• • Orchestrating cross-functional teams (Sales, Services, Support, Product) to deliver for the customer
• • Operating independently — planning, prioritizing, and driving your book of business with minimal oversight
• • Data readiness and data quality, Identity Resolution / Customer Data Integration, Customer Data Platform (CDP), preparing and governing data for AI and machine-learning use cases, Marketing Campaign Management, Customer Engagement, Omnichannel Marketing & Personalization
• • Bachelor's (Required)
• • Customer Success or Account Management: 3–5 years (Required)
• Candidates with existing knowledge and experience in the following key areas are encouraged to apply:
• • AI tools (Claude, Copilot, Gemini)
• • BI tools (Sigma, Tableau, Power BI, etc.)
• • Cloud-based hosting, such as Microsoft Azure or Amazon Web Services (AWS)
• • Microsoft Excel, Microsoft PowerPoint, and HubSpot
• • Marketing Technology: 3 years (Preferred)
• • Business Consulting: 3 years (Preferred)
• • Data management, data quality, or identity resolution: 3 years (Preferred)
• • Project Management: 3 years (Preferred)