Senior Manager of Customer Success, Firsthand

• This is a senior individual contributor role for a highly capable operator who can coordinate complex delivery, communicate value, manage risk, and create the conditions for successful renewals
• Success requires strong judgment, operational rigor, and the ability to lead through influence
• 10+ years of experience in customer success, client delivery, strategic account management, program management, ad tech, martech, or a related field, with ownership of complex enterprise relationships
• Experience with advanced research and measurement solutions that situate product value in the context of a marketplace or vertical
• A systems-oriented operator who can lead high-stakes accounts independently while applying repeatable processes and sound judgment
• Fluent in digital advertising and the operating dynamics among agencies, advertisers, publishers, programmatic platforms, and technical delivery teams
• Commercially astute and able to connect delivery evidence to customer value, renewal readiness, and expansion opportunity
• Credible with executives, operators, and technical specialists, with disciplined written and verbal communication and strong judgment under ambiguity
• Comfortable holding teams and partners accountable, resolving cross-functional friction, and making prioritization decisions when customer urgency exceeds available capacity

Desirable

• We’re seeking a Manager of Customer Success to own the post-sale operating relationship for Firsthand’s agency, brand, and channel-partner engagements
• Reporting to the Head of Operations, you will work closely with Sales, Solutions Consulting, GTM Strategy & Operations, Product, and external partners. You will own the customer cadence, integrated delivery plan, account health, and renewal readiness, operating as a key facilitator to Sales and a partner to Solutions Consulting
• Serve as the primary operating lead from commercial handoff through launch, live delivery, value realization, and renewal preparation
• Establish stakeholder maps, success plans, meeting cadences, decision rights, risks, dependencies, and escalation paths for each account
• Coordinate agencies, advertisers, publishers, internal teams, and external partners without creating parallel or conflicting relationship structures
• Turn campaign performance, technical progress, optimization work, and insights into clear customer-facing value narratives and next-step recommendations
• Merchandise and evangelize core Firsthand value propositions and differentiators in balance with incumbent performance requirements
• Own account health and renewal readiness, including proof-point collection, stakeholder alignment, risk mitigation, and timely partnership with Sales on renewal and expansion strategy
• Ensure customers experience Firsthand as proactive, coordinated, and commercially credible throughout the engagement
• Serve as a strategic thought partner, leveraging market and industry trends to uncover new opportunity areas for customers
• Own the customer-facing backlog and determine what requires Solutions Consulting, Product, Engineering, publisher, or commercial intervention to maximize customer health and renewal readiness
• Partner with Solutions Consulting on sequencing and technical trade-offs while keeping SC focused on solution design, implementation, performance management, and insights
• Use repeatable intake, handoff, reporting, and escalation practices to reduce post-sale dependency on Sales to keep relationships healthy
• Apply and improve the customer lifecycle, account-health framework, service standards, portfolio practices, and operating scorecard
• Develop practical playbooks for agency-direct and publisher/channel-sold engagements, including who communicates with whom, on what topics, and at what cadence
• Surface recurring customer needs and delivery patterns to GTM Strategy & Operations, Product, and Engineering so successful work becomes repeatable company capability