Customer Success Manager

About the role

This role is both strategic and hands-on, combining white-glove client service with the creation of scalable customer success processes. You will help define how customers onboard, how success is measured, and how insights turn into action. You will work closely with the Customer Success Lead, engineering and product to shape workflows, feedback loops, and the evolution of the platform itself.

Responsibilities

• Act as the day-to-day primary point of contact for assigned clients, delivering a high-touch, white-glove experience and helping them interpret predictive insights and apply them to real-world decisions
• Onboard and guide customers through Emberos' multi-agent operating system
• Deliver customer training sessions and ongoing enablement to drive product adoption
• Help clients adopt best practices for using Emberos' platform effectively across our teams
• Create customer success playbooks outlining core processes, service standards, and escalation paths
• Serve as an internal advocate for customer truth, helping the organization understand client needs as the platform evolves
• Ensure client feedback informs improvements to platform features, workflows, and processes
• Support experimentation with clients by testing optimization strategies, comparing scenarios, and tracking long-term impact
• Partner closely with engineering and product to surface customer feedback, edge cases, and opportunities for improvement: build clear communication workflows between Customer Success, Product, Engineering, and Sales/Growth

Requirements

Must-have Experience:

• 4+ years of experience in Customer Success, Account Management, Partnerships, or a related role in a SaaS or technology environment with experience managing high-value accounts
• Proven MarTech and/or programmatic experience
• Strong ability to explain complex technical or AI-driven concepts to non-technical stakeholders
• Collaborative and proactive, comfortable working across Product, Engineering, and leadership in a fast-paced environment
• Comfortable operating without heavy process; able to build structure where none exists
• Results-driven, focused on delivering measurable impact and driving customer satisfaction and growth
• Strong analytical and problem-solving skills; you can connect actions to outcomes
• Excellent communication skills, written and verbal
• Experience managing multiple customer relationships simultaneously while maintaining depth

Nice to have

• Advertising or Digital Agency experience
• Experience working with AI, data platforms, analytics tools, or ML-adjacent products
• Experience supporting early-stage or highly technical products
• Interest in how AI shapes perception, trust, and decision-making