Sr. Client Success Manager

Darkroom is the leading next-generation growth marketing firm engineering the brands of tomorrow. Founded in 2017, we set out to redefine what a modern agency could be, by replacing the inertia of legacy advertising behemoths with a model built for speed, intelligence, and measurable impact.

At our core, Darkroom is a human services company powered by Matter, a universal AI commerce layer that integrates executive-level strategy with proprietary agentic technology. This fusion enables our teams to deliver outsized returns by enhancing creative output, operational efficiency, and revenue generation across every stage of the customer journey.

Our track record speaks for itself: billions in attributable revenue driven across e-commerce marketplaces, media networks, DTC ecosystems, and social commerce platforms. Every engagement feeds into our proprietary data infrastructure, enabling a continuous feedback loop that accelerates growth, improves margins, and compounds results across our client portfolio.

What began as a boutique design studio has evolved into one of the fastest-growing private companies in America (Inc. 5000) and among the most effective performance media agencies of the 2020s (Varos). Our founders were recognized by Forbes 30 Under 30 for advancing the intersection of technology, marketing, and advertising, cementing Darkroom’s role as a defining player in the future of media innovation.

At Darkroom, you’ll step into a high-impact role on a fast-paced team that thrives at the intersection of creativity, strategy, and revenue. As a Sr. Client Success Manager, you'll be responsible for managing an expansive account list, building long-term relationships with our clients, and ultimately driving growth in the form of upsells and existing revenue expansion.

This is an ideal opportunity for someone who is passionate about digital media and marketing, is motivated by performance, and thrives in an ambitious, high-accountability environment. If you want to sell work you believe in — and grow quickly while doing it — this is the role for you.

• Master understanding of Darkroom’s solutions suite and value proposition, utilizing insights and data to expand, retain and upsell services across your account portfolio to deliver on individual and client KPIs.

• Work alongside our sales team to uncover marketing goals and identify relevant services for leading SMB, National, and Global brands.

• Create and manage an effective team relationship between all relevant stakeholders.

• Support the broader team in new business growth and the ownership of client strategy and ongoing strategic account recommendations to drive client return.

• Tactical account planning and relationship building.

• Developing relevant marketing reports and client facing account deliverables with the support of cross functional teams.

• Build and maintain strong direct client relationships and travel as needed for MBRs and QBRs.

• Monthly and quarterly revenue forecasting and account plans.

• Opportunity for growth and leadership - in the future the right candidate has the opportunity to manage, motivate, and develop a team of Account Leads.

• Established: At least 5+ years experience in a client-facing account management role across digital media, marketing or digital sales. Agency or AdTech experience a plus. Deep understanding of eCommerce, digital advertising, and performance marketing.

• Polished: You will have significant exposure to clients and industry partners alike. As such, you must embody the professional image of the company both internally and externally. You are an effective communicator and ensure all communication reflects the company culture.

• Persistent: You can reject setbacks and enthusiastically persist until ambitious goals are achieved. You are resourceful and innovative at tackling complex challenges in a timely matter.

• Strategic: You are a strong, analytical problem solver with common sense. You proactively add value and identify areas for improvement before they are raised to you.

• Communicative: You are deeply organized and keep others in the company informed and up to date on your priorities, current tasks and work completed. You are consistently looking for ways to improve yourself professionally and you encourage constructive criticism of your work.

• Accountable: You're a results-oriented team player who leads by example, holds self-accountable for performance, takes absolute ownership, and champions all aspects of client and product initiatives.

• Client Obsessed: You demonstrate passionate commitment to the client and to deliverables quality. You champion Darkroom and the client's needs and implement a model of continuous improvement in both company goals and project-related tasks.

• Highly proficient in Word, Excel, PowerPoint, Notion, Google Docs, Online CRM tools (E.g. Hubspot).

• Strong presentation skills and the ability to tailor proposals to each brand’s unique needs.

• Team-oriented, collaborative, and excited to build something that is future defining.

Darkroom is not a typical agency. We are looking for A players that want to build something great. There is no room in our organization for mediocrity and candidates that are not at the top of their game do not last. We move fast, think deeply, and expect every team member to bring insight and rigor to everything they touch. We hold a high bar for performance, creativity, and ownership — but we also support each other relentlessly. No egos, no red tape — just world-class talent building something remarkable. We believe in autonomy with accountability, truth over comfort, and outcomes over optics. If you want to build and win alongside some of the smartest people in the business, you’ll thrive here.

• Work-Life Balance: We recognize that time away from work is essential for growth and well-being. Our generous paid time off policy ensures you have the time you need to maintain a healthy work-life balance and perform at your best.

• Location, location, (or no) location: Remote-first culture with a strong community base. While many roles remain fully remote, employees hired to work from our New York or Lisbon HQs (opening early 2026) are expected to adopt a hybrid working model, including weekly in-office appearances. Hub locations also include the Bay Area, Philly, São Paulo, and Barcelona.

• Health & Wellness: Company-sponsored medical, dental, and vision benefits with, so you can stay as healthy as can be.

• Generous Quarterly Bonuses: Your productivity directly translates to your compensation. We offer a competitive quarterly bonus structure that is both substantial and customized to your role, ensuring your hard work is consistently and generously rewarded.

• Finances, growth, and retirement: After one year with Darkroom, we deliver a robust 401k program with company match, equity incentives, and a profit-sharing opportunity so we can help you save as the company grows.

• Endless opportunities for growth: Our agency is founded on an interdisciplinary approach, giving Darkroomers insights into services far beyond your job description. Grow your skills and interests beyond your niche and stay at the forefront of the industry through total immersion in cross-functional collaboration.

• Parental Leave: flexible parental leave benefits to support new parents during this important transition, ensuring time to bond with their families while maintaining work-life balance.

The hiring process for this position typically follows three stages; phone screen, hiring manager, and Executive calls.

Equal Opportunity Statement

Darkroom is an equal opportunity workplace—we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements