Customer Success Manager

Marketeam.ai is an AI-native marketing platform. The Customer Success Manager owns customer outcomes from kickoff through renewal, diagnosing marketing constraints, driving measurable value and retention, and identifying account expansion and advocacy opportunities.

Responsibilities:

• Run the sales to CS handoff and the scripted kickoff call within the first 5 days
• Work backward from the customer's business goal to the leads, traffic, and conversion rates needed to hit it, live on the call
• Build and share a one-page Mutual Success Plan with the goal, constraint, KPIs, owners, and dates
• Deliver a documented first win within 14 days
• Use the Marketeam Constraint Engine to find the one constraint that matters most: measurement, visibility, lead volume, conversion, efficiency, content capacity, brand and proof, or retention
• Prescribe a specific plan with agents and deliverables, then track the KPI weekly
• Name constraints that sit outside marketing, such as sales follow-up, clearly and without losing the account
• Re-run the diagnosis when a KPI plateaus, because the constraint always moves
• Score every account Green, Yellow, or Red and keep the score current in HubSpot
• Build and run a save plan for every Red account, and escalate to executive sponsors when needed
• Open every renewal 180 days out with an ROI recap, and run the 90, 60, and 30 day renewal conversations
• Handle renewal objections, cancellation requests, and price increase conversations with confidence
• Spot expansion at five natural moments: signature, onboarding, milestones, check-ins, and renewal
• Partner with Account Executives on expansion deals tied to the customer's next constraint
• Ask for referrals, reviews, and case studies when customers are winning
• Treat HubSpot as the source of truth. Every account has a next step and a future date, every day
• Join the weekly huddle and roleplay, send a daily end-of-day report, and bring recorded calls to weekly call reviews
• Share what you learn so the playbook gets better every quarter

Requirements:

• 3 or more years in customer success, account management, or client services at a B2B SaaS company, marketing agency, or marketing technology company
• A track record of owning a retention or renewal number, with results you can show
• Working fluency in digital marketing: funnels, paid media, SEO, content, CAC, ROAS, and conversion rates
• Comfort doing simple funnel math out loud and turning it into a plan
• Experience leading business reviews with directors, VPs, or executives
• Strong written communication. Your recap emails are clear, short, and specific
• Daily use of a CRM
• HubSpot preferred
• Agency or in-house experience running campaigns, media buying, or SEO
• Experience with AI tools, AEO or GEO, or AI-driven marketing platforms
• Experience with both B2B and DTC or ecommerce customers
• Experience helping build customer success processes at an early-stage company