Customer Success Manager

About the role

Organizations track online activity and identify emerging narratives using an AI-powered platform. This role guides those organizations in using the platform effectively.

Marketing teams grow awareness and demand for a company's products. They write copy, run campaigns, manage channels, and measure results. The work spans content, paid ads, email, events, and search. Marketing roles combine creativity with data and constant testing. Marketing teams usually run experiments every week and keep the work that performs. Most companies hire specialists in channels such as paid search, email, or content.

Key facts

What you'll do

New clients configure the platform and complete setup to begin using the system. Guided exploration of dashboards and alerting tools helps clients understand available capabilities. Client-facing reports synthesize insights and trends for stakeholders, translating narrative and social listening data into communications strategy guidance. Internal teams incorporate client feedback to influence product development. Collaboration across teams maintains a consistent, high-touch client journey. The role acts as a trusted advisor for client questions, training, and ongoing support.

Requirements

A background in public relations, communications, media relations, or a related agency environment is mandatory. Experience producing client-facing reports, media coverage summaries, or performance insights is required. Written and verbal communication skills must be polished and client-facing. U.S. citizenship or authorization to work in the U.S. without employer sponsorship is required for government contract eligibility.

Nice to have

Previous exposure to social listening, media monitoring, or reporting tools such as Meltwater, Brandwatch, Sprout Social, Cision, or Talkwalker is preferred. Experience serving corporate, brand, or enterprise-level clients is valued. A background at a PR or communications agency supporting external clients is beneficial.

Skills & tools

Client-facing analytics and dashboard platforms are used in this role. Google Workspace is part of the daily workflow.

Practical notes

citizenship or work authorization without sponsor is required due to government contract rules. The position is based in Columbia, Maryland, with on-site expectations. Typical interview steps

Marketing interviews often include a portfolio review, a campaign exercise, and analytics questions. Candidates may be asked to plan a launch, write a brief, or improve a funnel. Some loops include a presentation. Results from past campaigns carry the most weight. Interviewers ask about specific campaigns you ran and what the numbers said. Preparing a short case of one campaign with its results is strong preparation.

Good to know

Roles in technical customer success often combine product expertise with relationship management. Professionals in this field translate complex platform capabilities into clear guidance for client teams. Common tools include analytics dashboards, communication suites, and remote collaboration software. Success depends on structured onboarding, ongoing support, and clear documentation. General industry knowledge of social listening and narrative monitoring methods is relevant.

Questions to ask

Useful questions for the interview: what a typical week looks like, how work is assigned, what tools the team uses, and how feedback works. Asking how the role has changed recently and what the team wishes it had known when joining is also reasonable. Questions about the manager's priorities are especially valued.

Career growth

Marketing careers move from associate to manager, director, and VP levels. Specializations include growth, brand, product marketing, and content. Generalists often start, then specialize as they advance. Measured impact on pipeline and revenue drives progression. Marketing careers reward measurable results and adaptability. Channel experience plus business sense usually beats a general resume.

About the company

A New York-based startup - supported by top-tier venture investors - builds enterprise software that empowers global brands to monitor and optimize advertising budgets of $1 million+ annually. Rapid expansion has prompted the formation of a first-generation go-to-market team tasked with accelerating revenue growth.