Lead Customer Success Manager, Strategic (East)
Job Summary
Job Description
The Lead Customer Success Manager will drive the success of key customer relationships, focusing on maximizing value, fostering growth, and ensuring long-term retention. Responsibilities include developing and executing account plans, proactively managing risk, collaborating with leadership, improving processes, leading thought leadership efforts, and mentoring the team. The role involves acting as a trusted advisor to both internal teams and external customers, leveraging expertise to drive innovation and exceed expectations. This role is a chance to impact strategic accounts and shape the future of Customer Success at Attentive.
Must have:
- 7+ years of Customer Success, Account Management, or related experience
- Proven ability to manage and grow strategic customer relationships
- Expert in mapping customer KPIs to success strategies
- Strong negotiation and objection-handling skills
- Experience leading executive engagements
- Ability to navigate complex accounts
- Deep understanding of omni-channel marketing and industry trends
- Highly proficient with Salesforce and other CRM tools
- Strong communication, presentation, and analytical skills
Perks:
- Health & wellness
- Equity
8 skills required
Job Details
Attentive® is the AI-powered mobile marketing platform transforming the way brands personalize consumer engagement. Attentive enables marketers to craft tailored journeys for every subscriber, driving higher recurring revenue and maximizing campaign performance. Activating real-time data from multiple channels and advanced AI, the platform personalizes content, tone, and timing to deliver 1:1 messages that truly resonate.
With a top-rated customer success team recognized on G2, Attentive partners with marketers to provide strategic guidance and optimize SMS and email campaigns. Trusted by leading global brands like Neiman Marcus, Samsung, Wayfair, and Dyson, Attentive ensures enterprise-grade compliance and deliverability, supporting trillions of interactions across more than 70 industries. To learn more or request a demo, visit www.attentive.com or follow us on LinkedIn, X (formerly Twitter), or Instagram.
Attentive’s growth has been recognized by Deloitte’s Fast 500, Linkedin’s Top Startups and Forbes Cloud 100 all thanks to the hard work from our global employees!
About the Role
We are looking for a seasoned and strategic customer success professional to join our team as a Lead Customer Success Manager. In this role, you will drive the success of our most critical customer relationships, leading a portfolio of key accounts with a focus on maximizing value, fostering growth, and ensuring long-term retention. You will act as a trusted advisor to both internal teams and external customers, leveraging your expertise to drive innovation, overcome challenges, and exceed customer expectations.
As a Lead CSM, you will develop and execute comprehensive account plans, proactively manage risk, and collaborate with leadership across the business to deliver value and reduce churn. Additionally, you will play a key role in improving processes, leading thought leadership efforts, and mentoring the team in best practices for customer success.
This role is an opportunity to make a significant impact, leading the success of our most strategic accounts while shaping the future of Customer Success at Attentive.
What You’ll Accomplish
- Own and nurture relationships with top-tier customers, ensuring alignment with their strategic goals and maximizing value from our solutions.
- Develop and execute robust account strategies that drive mutual success, retention, and account growth.
- Provide expert-level consultation, guiding customers on best practices in omni-channel marketing, retention strategies, and leveraging our product suite to drive business outcomes.
- Manage accounts at scale while prioritizing key customer relationships based on complexity, investment, and commitment.
- Proactively identify and mitigate risks through continuous engagement, red flag detection, and strategic intervention.
- Lead executive engagement efforts, building relationships with key decision-makers and driving influence at the highest levels.
- Serve as a mentor within the team, sharing best practices in objection handling, negotiation, and revenue growth strategies.
- Advocate for customer needs internally by raising key insights to product teams and championing feature requests that drive long-term customer success.
- Drive process improvements, enhance internal documentation (AP desks, project trackers, narratives), and elevate collateral to support customer success initiatives.
- Thought leader in the industry, staying ahead of market trends and leveraging insights to advise customers and internal teams on economic and industry shifts.
Your Expertise
- 7+ years of Customer Success, Account Management, or related experience, ideally within a marketing or SaaS company.
- Proven ability to manage and grow strategic customer relationships, ensuring retention and revenue expansion.
- Expert in mapping customer KPIs to success strategies using Attentive’s product suite.
- Strong negotiation and objection-handling skills, with the ability to craft mutually beneficial pricing and discounting strategies.
- Experience leading executive engagements and influencing decision-makers at the highest levels.
- Ability to navigate complex accounts, proactively address risks, and drive long-term commitments.
- Deep understanding of omni-channel marketing, advertising technologies, and key industry trends.
- Highly proficient with Salesforce, customer service platforms (e.g., Catalyst), and other relevant CRM tools.
- Strong communication, presentation, and analytical skills.
You'll get competitive perks and benefits, from health & wellness to equity, to help you bring your best self to work.
For US based applicants:
- The US base salary range for this full-time position is $120,000 - $170,000 base + bonus/commission + equity + benefits
- Equity is a substantial part of the total compensation package
- Our salary ranges are determined by role, level and location
#LI-AL1
Attentive Company Values
Default to Action - Move swiftly and with purpose
Be One Unstoppable Team - Rally as each other’s champions
Champion the Customer - Our success is defined by our customers' success
Act Like an Owner - Take responsibility for Attentive’s success
Learn more about AWAKE, Attentive’s collective of employee resource groups.
If you do not meet all the requirements listed here, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that closely matches your skills and experience.
At Attentive, we know that our Company's strength lies in the diversity of our employees. Attentive is an Equal Opportunity Employer and we welcome applicants from all backgrounds. Our policy is to provide equal employment opportunities for all employees, applicants and covered individuals regardless of protected characteristics. We prioritize and maintain a fair, inclusive and equitable workplace free from discrimination, harassment, and retaliation. Attentive is also committed to providing reasonable accommodations for candidates with disabilities. If you need any assistance or reasonable accommodations, please let your recruiter know.
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