Senior Customer Success Manager

About the role

The organization builds technology that strengthens the social safety net in America, aiming for a future where every American has the tools and resources they need to thrive. It focuses on dramatically improving how government benefits are delivered, making processes like managing SNAP benefits or protecting against EBT theft as seamless as modern consumer experiences. Over 5 million Americans trust the organization, which has grown revenue 35% year-over-year and is reinventing benefit categories such as Medicare to better serve low-income Americans. This is a high-growth, sustainable for-profit company where impact drives revenue.

The organization is seeking a results-oriented Senior Customer Success Manager to join its advertising business unit. In this role, you will help companies across various sectors effectively market to low-income consumers via the app. Reporting directly to the Director of Customer Success, you will manage a portfolio of accounts, build strong customer relationships, and drive growth toward revenue targets. Partners advertise mission-aligned products and services that help users manage monthly expenses, such as discounted home internet, government-subsidized phone plans, grocery discounts, and energy assistance programs. These partnerships are central to scaling the organization’s impact.

Responsibilities

• Own a portfolio of accounts generating $5–$10 million in annual revenue, with strong growth potential.
• Implement and optimize marketing campaigns for accounts, delivering results that meet customer goals.
• Grow the portfolio by identifying opportunities to sell new placements and campaigns, and increase budgets or pricing to optimize existing campaigns.
• Partner with product and tech teams to build more scalable and efficient Customer Success tools and systems.
• Serve as a strategic partner and subject matter expert for customers, proactively offering recommendations to help them reach low-income consumers effectively.
• Own the commercial strategy for the vertical, including building a go-to-market strategy, ensuring necessary materials are available to sell, and collaborating internally to optimize placements and campaigns.
• Proactively share learnings with teammates to improve collective understanding of industry trends and best practices.

Requirements

• 8+ years of enterprise customer success or account management experience.
• Experience with digital marketing at a publisher, agency, or advertiser.
• Exceptional written and oral presentation and communication skills; significant time spent in front of customers.
• Strong problem-solving and project management abilities, including campaign troubleshooting, launch timelines, and experimentation management.
• Ability to juggle competing priorities and navigate ambiguity.
• Strong attention to detail and comfort navigating technical systems for campaign implementation, performance analysis, and optimization.
• Excellent relationship-building skills with a demonstrated ability to quickly build trust internally and externally.
• Passion for building a business with a strong social mission at the intersection of private and public sectors.
• Willingness to travel to conduct strategic planning sessions with key accounts at least once per quarter.

Benefits

• Meaningful work and a strong shared sense of mission.
• Remote-friendly work environment with a dog-friendly office in Downtown Brooklyn.
• All-company retreats and team on-sites roughly twice per year.
• 20 days of paid time off.
• 4% 401(k) match.
• Lifetime fertility expense reimbursement via Carrot Fertility.
• Excellent medical, dental, and vision insurance options.
• Free access to Ginger mental health, Gympass, Headspace, One Medical, Rightway, Sofi, and Spring Health.

Pay

The expected base salary for this position is $150,000 – $180,000. Compensation includes a performance-based bonus combining individual and team revenue performance, with total on-target earnings (OTE) of $165,000 – $198,000. There is potential for a larger bonus if individual and/or team revenue targets are exceeded. Equity and excellent benefits are also included.