Customer Success Manager

About the role

Emarketer is seeking a Customer Success Manager to join our Account Management team. This early-career position focuses on driving platform adoption and client retention by partnering with Account Managers and Directors to support a portfolio of corporate clients. In this capacity, you will act as a trusted point of contact, translating complex platform capabilities into clear value for stakeholders at all levels. You will own the day-to-day relationship health of your assigned accounts, identifying risks before they escalate and championing the customer's voice internally. Success in this role will be measured by your ability to foster trust, expand product usage, and contribute directly to retention and expansion targets. You will work closely with cross-functional partners to ensure alignment between product updates, marketing initiatives, and client expectations. This role requires a proactive mindset and a structured approach to managing multiple accounts in a dynamic SaaS environment. You will be expected to document insights rigorously and share feedback that informs product improvements and go-to-market strategies.

Key facts

What you'll do

• Collaborate with Account Managers and Directors to execute strategies that improve retention and platform usage.
• Conduct onboarding and training sessions to ensure clients gain full value from their subscriptions.
• Analyze account activity, usage trends, and customer feedback to identify growth opportunities and retention risks.
• Maintain accurate records of client interactions and account health within Salesforce.
• Proactively engage with clients to address needs and support renewal or expansion initiatives.
• Use independent judgment to prioritize tasks and recommend engagement approaches based on client objectives.
• Coordinate internal resources to resolve client issues and ensure timely follow-through on action items.
• Monitor product usage data to detect patterns that may indicate churn risk or opportunities for upselling.
• Prepare concise reports and presentations that communicate account performance and strategic recommendations.
• Participate in team meetings and contribute to discussions on customer trends and best practices.
• Support the implementation of customer success initiatives designed to increase platform adoption.
• Facilitate communication between technical teams and clients to clarify expectations and outcomes.
• Track key performance indicators related to customer satisfaction and product utilization.
• Assist in the development of training materials that empower clients to maximize the platform's potential.

Requirements

• Bachelor's degree.
• 1-3 years of professional experience in account management, sales, or customer support.
• Strong written and verbal communication skills.
• Proven ability to manage multiple priorities and meet deadlines.
• Demonstrated leadership experience through internships, athletics, community organizations, or previous employment.
• Must be authorized to work in the United States without visa sponsorship.
• Must reside within commuting distance of the New York City office.
• Comfortable working in a fast-paced environment with evolving priorities.
• Capable of managing confidential information with discretion and professionalism.
• Willingness to adhere to company policies and procedures consistently.
• Strong analytical skills to interpret data and draw actionable conclusions.
• Eager to learn and apply new tools, technologies, and methodologies.
• Commitment to delivering high-quality work even when managing competing demands.
• Openness to feedback and willingness to adjust approaches based on stakeholder input.
• Reliability in meeting commitments and maintaining consistent availability during core hours.

Nice to have

• Recent graduates with degrees in journalism, communications, media, or marketing.
• Experience using CRM systems such as Salesforce.

Practical notes

• Base

salary: $70,000-$75,000.

• On-target earnings: $75,000-$82,000.
• Benefits include unlimited PTO, 10 paid holidays, 16 weeks of parental leave, 401k matching, and medical/dental/vision insurance.
• Additional perks include commuter benefits, phone reimbursement, gym discounts, and mental health/family planning support.
• No relocation assistance is provided.
• The hiring process includes a role-specific exercise to assess candidate skills.
• Hybrid work model requires periodic presence in the New York City office.
• Work hours are aligned with standard business hours, with flexibility for scheduling.
• This position does not offer visa sponsorship and is not suitable for candidates requiring sponsorship.
• Candidates must be able to commute from a location within reasonable proximity to the office.
• The role-specific exercise is designed to evaluate practical skills relevant to customer success in a SaaS context.
• Participation in the exercise is required as part of the application process.
• Compensation details are provided as ranges and may vary based on experience and internal equity.
• All benefits are subject to eligibility requirements and plan terms.
• Employees are expected to maintain regular communication with their team and supervisors.
• This role supports Emarketer's broader goal of improving customer outcomes through data-driven strategies.
• The successful candidate will be expected to integrate feedback quickly and adapt to shifting priorities.
• Team collaboration is a core component of the position, requiring consistent engagement with colleagues and stakeholders.
• The company is committed to creating an inclusive environment where diverse perspectives are valued.
• This position represents an opportunity to grow within a structured customer success framework while contributing to meaningful client relationships.