Senior Customer Success Manager

Who we are: At Mediafly, we help the world’s top revenue teams work smarter and achieve measurable impact. Our platform brings together sales enablement, content, and performance insights so sellers have the coaching, tools, and intelligence they need to succeed. By weaving value selling into every workflow, we empower teams to accelerate deal cycles, boost win rates, and prove ROI. For you, that means joining a company where innovation meets purpose—where your work helps businesses deliver more meaningful buyer experiences and drives results that truly matter. You’ll be part of a collaborative, growth-focused team that values expertise, creativity, and human connection. Read this first (optional, but encouraged depending on the role): Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized groups tend to only apply when they check every box. If you think you have what it takes, but don't necessarily meet every single point on the job description, please apply. We'd love to have a chat to see what skills/experiences you are able to bring to this team. We are looking for a customer-focused and passionate Senior Customer Success Manager to join our Customer Success team! As a Senior Customer Success Manager, you will ensure our customers’ success by understanding their business objectives, delivering day-to-day guidance on our products, and providing solutions to their biggest challenges. Our Customer Success team recognizes that the ability to create an amazing customer experience is to not only flawlessly react to customer requests, but to also be proactive in developing best practices and processes for the customer. If this sounds like you, we are looking forward to receiving your cover letter and resume. Responsibilities of a Customer Success Manager

Lead strategic, executive-level customer conversations to deeply understand business objectives, define measurable success outcomes, and position Mediafly as a long-term strategic partner.

Serve as the “captain” of the account team, modeling best-in-class customer leadership, driving internal alignment, orchestrating cross-functional initiatives, and ensuring all stakeholders (internal and external) are prioritized and supported.

Build and execute robust, data-backed mutual success plans that drive adoption, business value realization, and executive alignment across complex customer organizations.

Drive adoption and ROI expansion by proactively identifying opportunities, recommending best practices, and influencing customer behavior through consultative yet confident guidance.

Demonstrate exceptional executive presence and value storytelling, translating product capabilities and customer insights into compelling, outcome-driven narratives tailored for audiences up to the C-suite.

Own the customer’s strategic lifecycle, from onboarding to renewal and expansion, ensuring customers derive continuous value and achieve measurable business outcomes.

Proactively anticipate risks and opportunities by monitoring customer health, synthesizing qualitative and quantitative insights, and taking decisive action to protect and grow customer relationships.

Champion customer needs internally by collaborating closely with Sales, Product, Engineering, and Support to drive alignment, influence roadmap direction, and ensure a seamless customer experience.

Adopt and evangelize new processes, methodologies, and tools, leading by example and reinforcing operational excellence across the Customer Success organization.

Provide thought leadership to customers and internal teams, including guidance on industry trends, emerging use cases, and best practices that elevate the partnership and position Mediafly as a trusted advisor.

We would love to work with you if you have:

8+ years of progressive experience in Customer Success or related customer-facing roles (CS, Account Management, Sales Engineering, Consulting), preferably within B2B SaaS and managing large, complex, multi-stakeholder accounts.

Proven track record operating as a strategic-focused CSM, leading executive conversations, driving enterprise adoption, and delivering measurable customer outcomes.

Extensive experience engaging and influencing senior-level and C-suite stakeholders, with exceptional confidence, presence, and strategic communication skills.

Demonstrated ability to manage multiple high-priority initiatives, requests, and stakeholders simultaneously, maintaining clear ownership and proactive communication throughout.

Strong analytical mindset and ability to use data to diagnose issues, uncover opportunities, and make informed recommendations that support customer value and partnership growth.

Expertise in building, executing, and managing mutual success plans, change management strategies, and long-term account roadmaps.

Outstanding written, verbal, and value-based storytelling skills, with the ability to simplify complex information and tailor messaging to technical and non-technical audiences.

Experience delivering trainings, workshops, and webinars to audiences of varying sizes, from end users to executives, with the ability to adapt style and content to maximize impact.

Strong understanding of Gainsight and SFDC is a must. Bachelor’s degree in technology, marketing, business, or a related field, or equivalent experience.