# Customer Success Manager, Retail & Ecommerce

**Company:** [Mntn](https://hotfix.jobs/companies/mntn)
**Location:** Remote
**Role:** Customer Success
**Experience:** 3+ years
**Skills:** Customer Success, Account Management, digital advertising, ctv, SaaS, adtech, MarTech, Performance Marketing, Salesforce, Intercom, CRM
**Posted:** 2026-07-16

> Own a strategic portfolio of mid-market Retail & Ecommerce customers as their primary advisor. Drive retention, revenue expansion, onboarding, and long-term growth through consultative relationship-building, campaign optimization, and deep vertical expertise in CTV advertising.

## Job Description

## 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.

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