4-8 years in client success or partnerships within media or agency environments
Deep understanding of the media and advertising landscape, including digital and broadcast
Ability to navigate organizational structures of major media companies
Skill in connecting product offerings to key media performance indicators
Experience identifying and managing at-risk accounts to improve retention
Proficiency with HubSpot or similar CRM platforms, with quick adaptability to new tools
Responsibilities
Drive usage and adoption to meet Net Revenue Retention (NRR) targets in your portfolio
Proactively monitor account health and develop recovery plans for at-risk accounts
Engage executives through strategic reviews and multi-threading across client teams
Quickly address challenges and implement actionable solutions for client success
Collaborate with Sales and Product teams to identify growth opportunities
Oversee platform migrations, managing timelines and expectations with implementation teams
Align workflows with media buying cycles and campaign schedules
Benefits
Opportunity for hybrid work in vibrant Soho, NYC
Engage directly with major media publishers and agencies
Role focused on measurable impact and client success
Align with a high-growth startup atmosphere that encourages independence
Potential for professional growth through strategic partnerships and client engagement
Full Job Description
Customer Success Lead, Media
This role is based in Soho, New York City and expected to be in office 4 days a week.
The Role: Customer Success Lead, Media
We're hiring a Customer Success Lead to run our media vertical, supporting clients like Disney, NBCU, and Paramount. This is a player/coach role. You will manage a team of 3 to 4 Customer Success Managers while owning a book of strategic accounts yourself. You'll partner with the Media Pod Lead to attack the target list across new and existing territory, and you will be the voice of the media pod to leadership and product, escalating the blockers that stand in the way of growth.
You'll thrive in this role if you:
7 - 10+ years total, including 5 years managing enterprise clients in media, working directly with Chief Marketing Officer, EVP / SVP / VP Marketing, VP Ad Sales Partnerships, or Chief Data Officer
Experience leading or mentoring CSMs, with the appetite to keep managing strategic accounts yourself
Understand the media ecosystem: broadcast, digital, ad ops, martech, measurement
Proven track record building and maintaining org maps at complex enterprises (Disney, NBCU, Paramount), with the ability to move fluidly between day-to-day tactical contacts and senior strategic decision-makers
Can confidently connect Flowcode to media KPIs: attribution, engagement, CPM, etc
Spot churn signals early and act. You've turned at-risk accounts into renewals. You jump on problems
Move fast on account challenges. You are highly proactive, resourceful, and sharp under pressure
Can synthesize complex client challenges into clear executive narratives and recommendations
Take ownership beyond your accounts to improve systems, processes, or team performance
Know how to uncover expansion with new campaign use cases, cross-functional champions, budget pockets
Build trust across media orgs: programming, marketing, ad sales, data teams, and operations
Have experience coordinating platform migrations or complex onboarding alongside implementation teams
Are comfortable in HubSpot CRM and use systems to scale client engagement
What You'll Own:
Team leadership: manage, coach, and develop ~3 - 4 CSMs. Set the standard by carrying your own accounts alongside them.
NRR targets across the pod portfolio and your personal book: drive usage, adoption, renewal, and expansion. You own the number.
Pipeline partnership with the Media Pod Lead: build and attack the target list across new logos and existing territory.
Voice of the media pod: represent the vertical to the leadership team and product team. Escalate blockers to growth and drive them to resolution.
Managed service campaigns: build out a new business model for managed service delivery, including scope, pricing inputs, staffing model, and margin.
Health score monitoring: proactively flag at-risk signals, build recovery plans, and move before accounts slip.
Executive engagement, strategic QBRs, and campaign reviews: multi-thread across client teams and build relationships with executives, budget holders, and senior stakeholders.
Risk mitigation and problem-solving: turn insights into action fast. You don't wait for escalation.
Cross-functional influence: drive alignment across Sales, Product, and GTM to unlock product growth and services revenue.
Expert builder: build rhythms that match media buying cycles, flight dates, and campaign refreshes.
NYC presence: deepen media relationships by showing up on-site, at events, and as a strategic partner.
Requirements:
7 - 10 years in enterprise customer success, account management, or client partnerships, with at least 5 years in media
2+ years managing a team, or a documented player/coach stretch (pod lead, team lead, formal mentorship of 2 or more CSMs)
Direct experience managing client relationships with CMOs and CDOs
Proven track record managing at-risk accounts, driving renewals, and hitting NRR targets
Proven success working with media brands, ideally in TV or digital broadcast environments
Strong understanding of attribution, analytics, and media KPIs
Experience monitoring and acting on health score data consistently
Ability to operate independently and deliver in a fast-paced, high-growth startup
A successful candidate's starting pay will be determined based on the role, job-related skills, experience, qualifications, work location, and market conditions. The current range for this role is $130k-185k OTE plus equity.
