Customer Success Manager I - Scale The Customer Success Manager serves as the primary point of contact for a scaled portfolio of small to medium-sized customers, guiding them through onboarding, adoption, renewal, and expansion. This role builds strong, lasting relationships, ensures customer satisfaction, and identifies opportunities for growth. The Customer Success Manager acts as a trusted advisor, advocates for customers internally, and helps them achieve their desired outcomes. What You'll Do Act as the main point of contact for small to medium-sized media customers, fostering strong and lasting relationships Guide customers through their journey, including onboarding, adoption, renewal, and expansion, ensuring continuity and trust Regularly engage with customers to understand their needs, goals, and challenges, and align solutions to demonstrate value Conduct routine check-ins and business reviews to ensure customer satisfaction and product utilization Serve as a customer advocate internally by collaborating with relevant teams to address feedback, troubleshoot issues, and implement solutions Monitor customer health metrics, proactively identifying risks and implementing retention strategies Identify opportunities for account expansion, including upselling and cross-selling Deliver product training and support to help customers achieve desired outcomes Develop a deep understanding of company products and services to effectively educate customers and serve as a trusted advisor Maintain accurate records of customer interactions, updates, and feedback in the CRM system What We're Looking For Excellent communication and interpersonal skills with a customer-first mindset Strong problem-solving skills with the ability to think strategically Proficiency in CRM software and a basic understanding of customer success metrics; experience with CS platforms (e.g., Gainsight) preferred Enthusiasm for technology and eagerness to learn about the company's offerings Ability to manage multiple tasks and prioritize effectively Minimum 2 years of experience in customer success, account management, or a related field