Customer Success Manager, Agency

What You’ll Do

• Act as the main point of contact for agency partners to deliver an exceptional customer experience, foster long-term strategic partnerships, and help maximize the impact of our cutting-edge generative AI search optimization software solution.
• Translate platform data into strategic recommendations tailored to each client’s business goals and industry dynamics to drive measurable improvements in visibility and optimization.
• Guide clients through education and adoption journeys—ensuring high engagement, retention, and satisfaction.
• Conduct quarterly business reviews and content strategy sessions focused on optimizing content visibility, organic growth, and AI-discovery performance (ChatGPT, Perplexity, etc.).
• Help agency partners position and sell Scrunch to their own clients, equipping them with the language, data, and talking points that resonate with how agencies pitch and retain business.
• Apply strategic playbooks and scalable processes to manage account volume without sacrificing quality of client relationships.

What We’re Looking For

• 2+ years in customer success or account management, with experience either working directly for a marketing/creative agency, or working closely with agencies in a prior role (e.g., agency-facing sales, partnerships, or CS at a martech/adtech company).
• A real understanding of how agencies think and operate: client servicing models, account team structures, retainer/scope dynamics, margin pressure, and how they evaluate and pitch new technology to their own clients.
• A builder mentality; you spot gaps, figure out solutions, and bring them to the broader team so they can be scaled into repeatable efficiencies rather than one-off fixes.
• Strong communication skills—you can turn technical insights into persuasive, strategic action plans for clients.
• Experience working in early-stage startups or SaaS environments, where you’ve helped define new processes and customer success strategies.
• Team first oriented mindset—you collaborate effectively across product, sales, and marketing to drive customer success.

What Success Looks Like

• Proactively ensure that clients measure and achieve their desired outcome with our software solution.
• Development and maintenance of strategic account plans for every client to ensure clear alignment on their priorities and value drivers.
• Onboard clients promptly to ensure they start receiving value from their investment in their platform.
• Influence clients to adopt our platform and integrate it into their regular workflows leading to account expansion opportunities.
• You’re seen as a trusted advisor and key strategic partner to both your clients and our internal teams.

Benefits for full-time US employees

• Wellbeing: Medical, dental, vision, and life & disability insurance
• Family support: Paid parental leave when life's biggest moments happen
• Setup: Home office stipend so your workspace doesn't suck
• Remote support: Phone and internet reimbursement
• Growth: L&D budget for courses, conferences, and whatever makes you sharper
• Time off: Flexible PTO — take what you need, we trust you
• Financial wellness: 401(k)
• Connection: Team offsites and a crew that genuinely likes each other