Customer Success Manager, Retail & Ecommerce

What You'll Do

• Manage a portfolio of customers within the Retail & Ecommerce vertical, serving as their primary advisor throughout the customer lifecycle.
• Build trusted relationships with key stakeholders by developing a deep understanding of each customer's business, goals, competitive landscape, and marketing strategy.
• Drive customer retention, revenue growth, and long-term success through proactive account planning, business reviews, campaign optimization, and strategic recommendations.
• Identify expansion opportunities and partner with the sales team within your vertical to grow customer investment, strengthen relationships, and achieve shared revenue goals.
• Lead new customer onboarding, ensuring customers quickly realize value and become confident, successful users of the MNTN platform.
• Become an expert in the Retail & Ecommerce vertical by understanding industry trends, seasonal opportunities, performance benchmarks, and evolving customer needs; apply insights to help customers grow.
• Monitor account health, anticipate risks, and proactively resolve challenges before they impact customer outcomes or renewal conversations.
• Collaborate cross-functionally to deliver a seamless customer experience while helping shape playbooks, processes, and best practices.

What Success Looks Like

• Consistently achieve or exceed retention, net revenue, and expansion goals across your portfolio.
• Customers view you as a trusted advisor who understands their business and helps them achieve measurable growth.
• New customers onboard quickly, realize value early, and confidently adopt the MNTN platform.
• Expansion opportunities are proactively identified and converted into incremental revenue.
• Customer health remains strong, with risks identified early and addressed before impacting renewals.
• Your pod consistently meets or exceeds its shared revenue goals while contributing to overall vertical performance.
• CRM data, account plans, and customer health metrics remain accurate, actionable, and trusted across the business.

What You'll Bring

• 3–6 years of experience in Customer Success, Account Management, or a similar customer-facing role managing strategic customer relationships.
• Experience in digital advertising, CTV, SaaS, AdTech, MarTech, or performance marketing, with the ability to quickly develop expertise in the assigned industry vertical.
• Proven success driving customer retention, revenue growth, and expansion across a dedicated book of business.
• Strong relationship-building skills with the ability to influence stakeholders and serve as a trusted advisor.
• Experience partnering closely with Sales Executives to deliver exceptional customer outcomes and shared business results.
• Strong communication and presentation skills, with experience leading executive business reviews and strategic customer conversations.
• Comfort using data and performance insights to identify opportunities, solve problems, and demonstrate business value.
• Experience with Salesforce, Intercom, or similar CRM and customer engagement platforms.