Role: Senior Customer Success Manager, US
Type: Full Time
Location: Remote in the US (travel required)
Department: Client Partnerships
Reports to: Director of Client Partnerships, US
The Senior Customer Success Manager, US is a strategic and operational leader on a newly developed, high-impact US team that is spearheading Hunch’s global revenue growth. They independently manage high growth accounts, leading product onboarding and adoption while also advising clients on performance marketing best practices to enable success. They work closely with the Director of Client Partnerships to build account strategy, offering their own creative solutions for driving client retention and revenue expansion. The senior CSM is autonomous, thrives in ambiguity, and thinks globally while operating locally: crafting systems that can scale to other areas of the business and shape how Hunch drives client excellence more broadly.
Essential Functions:
- Fully own the definition and delivery of client success criteria for Tier 1 US accounts
- Manage the customer journey end-to-end - leading client onboarding, enablement, and troubleshooting while pushing strategic initiatives to maximize client value through to the renewal phase
- Be a performance marketing advisor; counsel clients on campaign and test setups in adherence with Meta, TikTok, Snap, and Pinterest best practices
- Collaborate with Product, Engineering/Support, Design and Sales to improve product, client experience, and internal delivery operations
- Work with the Director of Client Partnerships on Account Planning, as well as the preparation and (onsite) presentation of QBRs for priority clients
- Own quarterly revenue/renewal targets and tracking alongside Director of Client Partnerships
Essential Requirements:
- 5+ years of experience in customer success, digital advertising, or marketing technology
- Deep understanding of performance marketing/social platforms, measurement, and creative automation
- Proven ability to manage multiple accounts independently while growing revenue (NRR) year-on-year
- Strong communication skills, with the ability to influence outcomes both internally and externally
- Experience in project management, performance/technical troubleshooting, and operational excellence
- Ability to work cross-functionally and drive initiatives across departments
- Ability to travel at least once per quarter for client and/or Hunch company onsites (includes domestic and international travel)
Preferred Qualifications:
- Experience working in an early stage startup environment (the earlier, the better)
- Experience operating in a remote-first / satellite office setting
- Direct experience with creative automation solutions like Smartly, Marpipe, StitcherAds/Kargo, etc
- Proficient understanding of incrementality and/or A/B testing
