Customer Success Manager, Emerging Business

What You'll Do

• Manage a large portfolio of customers, prioritizing engagement based on account health, customer needs, growth potential, and business impact.
• Drive customer retention, adoption, and long-term success through proactive outreach, optimization recommendations, and scalable engagement strategies.
• Identify expansion opportunities and partner with the Emerging Business sales team to grow customer investment while mitigating churn risk across your shared portfolio.
• Leverage customer health signals, platform usage, campaign performance, and automation to determine where your time and attention will have the greatest impact.
• Build and execute scalable customer success programs, including automated journeys, webinars, training, playbooks, and self-service resources that help customers succeed.
• Help customers improve business outcomes by sharing best practices and strategic recommendations focused on customer acquisition, conversion, and campaign performance.
• Collaborate closely with your pod, Customer Success leadership, and cross-functional partners to continuously improve customer programs, operational processes, and the overall customer experience.
• Maintain accurate CRM data and use customer insights to inform decisions, identify trends, and contribute to the evolution of MNTN's Customer Success organization.

What Success Looks Like

• Consistently achieve retention goals across a large portfolio of customers.
• Customer engagement is effectively prioritized using data, automation, and account health signals.
• Scalable programs drive increased platform adoption, customer engagement, and customer satisfaction.
• Expansion opportunities are proactively surfaced and converted into incremental revenue.
• Customer risks are identified early and addressed before impacting retention.
• Customers realize measurable business outcomes and continue increasing their investment in MNTN.
• Your pod consistently achieves its shared customer retention and growth goals.
• Processes, playbooks, and customer programs continue to evolve through your ideas, feedback, and continuous improvement mindset.

What You'll Bring

• 2–5 years of experience in Customer Success, Account Management, Client Success, SaaS, AdTech, or another customer-facing role.
• Experience managing a high-volume portfolio while effectively balancing competing priorities.
• Strong analytical and prioritization skills, with the ability to leverage customer data and business insights to drive action.
• Experience building relationships at scale through a combination of proactive outreach, automation, and customer education.
• Experience partnering closely with Sales or Account Executives to support customer retention and growth.
• Experience using Salesforce, Intercom, or similar CRM and customer engagement platforms.
• Knowledge of digital advertising, performance marketing, SaaS, AdTech, or MarTech, with an understanding of customer acquisition, conversion, and ROAS.
• A builder mindset with a passion for improving processes, scaling customer success programs, and helping customers achieve measurable business outcomes.