Senior Customer Success Manager

About Vibe:

At Vibe.co, we’re shaping the future of advertising by helping brands connect with audiences in more human, data-driven, and measurable ways. Our platform brings together creativity, technology, and automation to make ad experiences more relevant, efficient, and impactful — across every screen, including CTV.

We’re growing fast- our goal is to 2.5x revenue in 2026, and content will be at the core of how we get there. The stories we tell, the experiences we design, and the value we communicate will define how brands, agencies, and partners see Vibe as a category leader in CTV innovation.

We’re a small, high-performing team that values clarity, speed, and execution. We move quickly, experiment relentlessly, and take pride in content that doesn’t just inform — it converts.

Your mission:
As a Senior Customer Success Manager, you will be a key driver of retention, renewals, expansion, and long-term customer value across Vibe’s fastest-growing enterprise advertisers. You’ll act as a strategic partner to brands and agencies, owning the customer relationship end-to-end and helping clients maximize impact through campaign execution, optimization, and continued growth on the platform.
In this role, you’ll sit at the center of Vibe’s customer engine- working closely with Sales, Product, and Analytics to deliver exceptional outcomes, unlock new revenue opportunities, and bring the voice of the customer directly into how we evolve the platform. This is a highly cross-functional, high-ownership opportunity as Vibe scales its enterprise business.

What you will do:

• Build and own strong, long-term client relationships through proactive, value-driven engagement and a deep understanding of customer goals.

• Own the customer relationship across the full lifecycle—from campaign launch through ongoing optimization—providing strategic guidance, best practices, and actionable recommendations to drive successful outcomes.

• Drive renewals and expansion within an assigned book of business, strengthening retention and uncovering opportunities for account growth through proactive customer engagement.

• Manage a focused portfolio of enterprise customers, balancing high-touch partnership with scalable engagement approaches.

• Partner closely with cross-functional teams—including Sales, Product, and Analytics—to resolve challenges, share customer insights, and ensure seamless execution.

• Serve as the primary voice of the customer internally, translating customer needs and feedback into actionable insights that help shape a customer-led product roadmap and improve the overall platform experience.

• Champion a customer-first mindset across the company by setting a high bar for service, communication, and customer impact.

We’d love to work with you if:

• You bring 5+ years of experience managing mid-market or enterprise accounts in AdTech, MarTech, paid social, or digital advertising platforms, with a strong track record of driving customer success.

• You have a solid grasp of CRM tools, customer data analytics, and scalable process improvements. Experience working with tools like Looker and Planhat is a plus.

• You have experience evaluating performance beyond platform-reported metrics, with a strong understanding of incrementality and how to contextualize ROAS within a broader, multi-channel marketing strategy.

• You’re a strong communicator with the ability to influence and build trust across all levels of an organization.

• You collaborate effectively across teams and departments to achieve shared goals.

• You think strategically, take initiative, and are always looking for ways to improve how things are done.

Perks & Benefits:

• Comprehensive medical, dental, and vision insurance

• 401(k) plan with company matching

• Unlimited PTO to recharge and reset

• Paid parental leave for maternity and paternity

• Flexible hybrid work model- we’re based in NYC’s Flatiron District and looking for someone excited to spend time in our new office

• Compensation includes a total on-target earnings (OTE) range of $140,000–$170,000, inclusive of base salary and bonus, with flexibility depending on experience, skills, and leveling.