Customer Success Manager

MediaMint is an AI-powered Revenue Operations services company dedicated to accelerating innovation and revenue growth for platforms and publishers worldwide. Our mission is to enhance operational efficiency, scalability, customer satisfaction, and data-driven insights through advanced technology, automation, and AI capabilities. We serve industry leaders across AdTech, Consumer, CTV, Publishing, and Retail.

About the Role

The Sr. CSM owns client relationships and delivery leadership for creator/influencer and social marketing programs by driving strategy, scope/SOW adherence, governance, cross-functional execution, and reporting narratives, while guiding the Jr. CSM on CreatorIQ execution and day-to-day coordination.

Responsibilities

• Serve as the primary client contact and lead onboarding, kickoffs, and ongoing status calls.
• Translate client goals into program strategy, execution plans, and realistic timelines.
• Own scope, SOW adherence, expectations, and change management across workstreams.
• Lead cross-functional coordination across creator outreach, research, operations, and reporting.
• Establish program governance (cadence, SLAs, trackers, QA, escalation paths) for scalable delivery.
• Oversee end-to-end campaign delivery across outreach volume, creator nurturing, and deliverable completion.
• Guide and prioritize the Jr. CSM's execution queue and unblock operational dependencies.
• Monitor platform constraints, moderation risk, account health, and delivery feasibility.
• Deliver concise reporting, insights, and recommendations tied to campaign and business outcomes.
• Proactively surface risks and steer clients toward feasible, high-impact solutions.
• Define the roadmap for measurement and attribution across earned + paid (based on client control of media).
• Partner with analytics resources (e.g., DataBeat) to design pilots and attribution feasibility milestones when needed.
• Drive product/process improvement feedback loops with internal teams (product, engineering, ops, marketing).

Qualifications

• 4–7+ years in Customer Success, Account Management, or Client Services (agency experience preferred).
• Proven experience managing high-touch/enterprise clients and multiple concurrent workstreams.
• Strong understanding of influencer/creator marketing, social programs, and community dynamics.
• Excellent stakeholder management, executive communication, and facilitation skills.
• High operational rigor with strong skills in spreadsheets, reporting decks, and CRM tools.
• Nice to have: Familiarity with CreatorIQ workflows and creator program operations governance.