Customer Success Manager

Responsibilities and Level of Effort (LOE)

• Client Management & Strategic Advisory (40%)
• Serve as the primary operational point of contact for enterprise clients, and grow into the advisor they bring problems to before they bring requests.
• Build real relationships across the client org — practitioners, managers, and the people who sign the renewal.
• Set expectations directly and early on scope, timelines, and trade-offs. When a request sits outside what the partnership covers, say so, explain why, and bring the right commercial path to the account team instead of quietly absorbing it.
• Partner with the account team on renewal and growth conversations, bringing the performance narrative and the strategic case for what's next.
• Enable client stakeholders to get real value out of Wunderkind's UI for analytics and campaign management.
• Run regular check-ins, ideation sessions, and process reviews that clients actually want on their calendar.
• Own the campaign performance and platform narrative in Executive Business Reviews, in partnership with the Account team.
• Campaign Ideation & Execution (40%)
• Lead end-to-end project management of client campaigns from concept to launch, on time and aligned to the client's business goals.
• Bring ideas. The best CSMs here propose the campaign the client hadn't thought to ask for.
• Collaborate with Professional Services, Product, and Analytics to deploy campaigns, troubleshoot issues, and implement optimizations.
• Provide an extra layer of QA on campaign builds, integration errors, and program quality. You are the last line of defense before a client sees it.
• Monitor platform performance and client KPIs, surfacing risks and opportunities proactively rather than in the QBR.
• Maintain clear client documentation: performance reports, action plans, and feedback summaries.
• Strategic & Ad-Hoc Initiatives (20%)
• Test new features, pressure-test our roadmap, and give Product honest feedback grounded in what your clients actually need.
• Advocate internally for your clients so their voice shapes product development and service delivery.
• Contribute to how we work: process improvements, playbooks, and the operational fixes that make the whole team faster. If something is inefficient, we want you to name it and help fix it.

What We're Looking For

Qualifications

• 3+ years in a client-facing role within Technology, Marketing, Consulting, or Consumer Brand industries.
• Hands-on experience in a major ESP is a significant plus — Salesforce Marketing Cloud, Klaviyo, or Braze especially.
• Agency experience is a plus. If you've juggled multiple demanding clients, scoped work, and managed expectations under pressure, that translates directly.
• Demonstrated ability to define project milestones, manage deliverables across teams, and evaluate outcomes.
• Practical experience with marketing technology platforms and consumer brand strategy.
• Strong presentation and data storytelling skills, with the ability to create clear and engaging visuals.
• Analytical mindset with a proven ability to interpret data and drive performance improvements.
• Excellent organizational skills and the ability to prioritize across multiple projects in a fast-paced environment.
• Strong business acumen and the ability to navigate complex organizations.
• Bachelor's degree in Business, Marketing, or a related field.

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