Customer Success Manager

About the Company

2X is redefining how marketing gets done through a scalable, flexible, and deeply embedded Marketing as aService (MaaS) model. We partner with some of the world's leading B2B organizations to accelerate growth,improve operational efficiency, and drive measurable business outcomes. Our teams function as trueextensions of our clients marketing organizations — integrating strategy, execution, and data-driven decisionmaking to create lasting impact.

About the Role

Role Overview As a Global Customer Success Manager in 2X's Growth Partnership model, you are the named accountowner — the person your clients hear from, rely on, and trust to keep the engagement on track. You operatewithin a team led by a Senior Global CSM, holding accountability for the day-to-day health, deliverycoordination, and relationship quality of your assigned accounts. At this level, execution is the standard andthe Growth Partnership playbook is your operating guide. Your accounts are below the Executive Partnership threshold — which means every interaction matters. Therelationships you build and the service quality you deliver are what keep accounts in the portfolio and createthe conditions for growth. You run monthly Performance Reviews with precision, monitor account healththrough Knownwell, and surface risks and signals to your Sr. Global CSM before they become escalations. You don't wait for problems to find you — you find them first. This is a role for someone who takes operational excellence seriously and understands that in a scaledmodel, consistency is a form of care. You'll work closely with your Sr. Global CSM, develop a deepcommand of the playbook, and contribute to a team built on the idea that service excellence — not strategy— is the motion that keeps clients and positions them for growth.

Key Responsibilities

• Own the day-to-day client relationship for assigned accounts — serving as the named point ofaccountability for delivery health, communication, and client satisfaction.
• Lead monthly Performance Reviews — delivering structured, metrics-forward check-ins that giveclients clarity on how 2X is performing and what's coming next.
• Monitor account health via Knownwell — tracking signals, escalating risks to your Sr. Global CSM withcontext, and adjusting engagement intensity based on health data.
• Coordinate delivery handoffs and cross-functional execution — working with the shared CDD allocationand internal delivery teams to keep projects on track and expectations aligned.
• Maintain accurate and timely Salesforce records — supporting reporting, forecasting, and portfoliovisibility across the Growth Partnership team.
• Execute the scaled playbook with consistency and rigor — following established processes for accountmanagement, review delivery, and client communication.
• Build trusted client relationships through responsive, reliable engagement — making complexity feelsimple and delivery feel dependable.
• Surface expansion signals and risk flags to your Sr. Global CSM — providing the account contextneeded to support coverage decisions and commercial motion.

Your Mindset

• AI-Forward: Uses AI tools to work faster and more accurately — in Performance Review preparation,status reporting, client communication drafts, and account research. Can demonstrate specificexamples of how AI has changed how they operate.
• Outcome-Driven: Anchors every account interaction in the outcomes that matter — NPS 70+, on-timedelivery, and account retention. Does not confuse activity with impact.
• Playbook Disciplined: Follows the scaled playbook with consistency and rigor — understands thatreliability at scale is built on process, not improvisation.
• Client-Obsessed: Earns client trust through responsiveness, follow-through, and making everyinteraction feel intentional. The relationship starts with showing up the same way, every time.
• Collaborative by Nature: Operates as part of a team — shares account context proactively, escalatesearly, and makes the Sr. Global CSM and delivery teams more effective by keeping them informed.
• Relationship-Led: Builds meaningful client relationships within the scope of the Growth model — thekind of trust that keeps accounts stable and creates the conditions for growth.

Qualifications

• 3–5+ years of experience in client success, account management, project management, or marketingoperations in a B2B or agency environment.
• Experience managing client communications and coordinating delivery across cross-functional teams.
• Strong organizational and time management skills — able to manage multiple accounts simultaneouslywith precision and calm.
• Familiarity with health monitoring tools or CRM platforms (Knownwell, Gainsight, Salesforce, orequivalent).
• Solid understanding of B2B marketing operations, campaign execution, and performance reporting.
• Excellent written and verbal communication skills — able to deliver Performance Reviews with clarityand confidence.
• Available for AMER business hours overlap (US Eastern/Central time zone coverage required).
• Hands-on experience using AI tools to improve the speed or quality of work — with specific examplesof how AI has changed how you operate.