What We're Looking ForThe Customer Success Manager drives scaled adoption of our client's self-service streaming app among agencies and enterprise brand organizations. This role sits at the intersection of customer success, product enablement, and social commerce strategy, with a goal of making self-service livestream shopping a core component of every agency's always-on content and commerce playbook.
Unlike managed-service campaign execution, this role focuses upstream on education, activation, and sustained adoption. You will design onboarding journeys, develop best-practice frameworks, and serve as the connective tissue between agency partners and the client's product and engineering teams. Success means agencies and their brand clients can independently stream, iterate, and grow their commerce results without hands-on production support.
This is a senior individual contributor role with strategic influence across the self-service livestream shopping roadmap. You will own relationships with agency holding companies, independent agencies, and scaled brand organizations, guiding them from first awareness of the self-service streaming app through full portfolio activation.
This is a fully on-site role, 5 days per week, at our client's offices in LA.
Roles and Responsibilities- Design and deliver structured onboarding programs that take agency teams from self-service streaming app setup through their first successful brand livestream.
- Develop tiered enablement paths for different agency profiles: holding company networks, mid-market independents, and in-house brand teams.
- Lead hands-on workshops, webinars, and 1:1 sessions to educate agency teams on self-service streaming app functionality, streaming best practices, and commerce integration.
- Build and maintain a library of best practice guides, quick-start playbooks, case studies, and FAQs tailored to agency and brand audiences.
- Develop "always-on streaming" strategy frameworks that connect live content to social calendars, tentpole moments, and commerce objectives.
- Create scalable self-serve resources (video tutorials, knowledge base articles, template briefs) that reduce dependency on 1:1 support.
- Own the activation pipeline: track agencies from initial engagement through first stream, and from first stream through sustained adoption across their client portfolio.
- Monitor adoption health metrics across your portfolio and proactively intervene when agencies stall, churn-risk, or underutilize the platform.
- Identify and cultivate agency champions who can serve as internal advocates and peer educators within their organizations.
- Partner with Product and Engineering to surface agency feedback, identify UX friction points, and influence the self-service product roadmap.
- Collaborate with Business Development to ensure a seamless handoff from initial agency pitch to enablement onboarding.
- Work with Brand Success, Content Production, and Marketing teams to align messaging and share learnings across managed and self-service motions.
- Coordinate with the client's Ads sales organization to integrate self-service streaming education into broader campaign conversations.
- Identify systemic adoption barriers across the agency ecosystem and develop programmatic solutions that remove friction at scale.
- Build and refine a scalable enablement framework that can expand internationally as the self-service program launches in new marketplaces.
- Establish feedback loops between agency customers and internal product teams, translating qualitative signal into prioritized feature requests and workflow improvements.
- Shape the self-service go-to-market narrative by developing positioning, success stories, and proof points that the BD and Sales teams can leverage.
- Contribute to the broader vision of shifting managed-service resourcing toward a consulting model while the self-service program scales independently.
Supervisory responsibilities: doesn't have any direct reports.Competencies- Customer Success Orientation: Deep empathy for the agency customer journey and a consultative approach to driving behavior change and technology adoption.
- Content & Social Strategy Fluency: Fluency in social media strategy, content calendars, creator-led commerce, and the intersection of organic and paid social with retail media.
- Data Literacy: Comfort interpreting activation funnels, adoption curves, streaming metrics, and commerce performance data to inform strategy and surface insights.
- Cross-Functional Leadership: Proven ability to influence without authority across product, engineering, sales, and marketing functions.
- Executive Communication: Polished communicator who can present to agency leadership, write compelling enablement content.
Required Education and Experience- Bachelor's degree in Marketing, Business, Communications, or related field.
- 5+ years of experience in customer success, enablement, partner management, or agency-facing roles within digital advertising, social commerce, or SaaS.
- Demonstrated track record of building and scaling onboarding or enablement programs that drove measurable adoption outcomes.
- Deep familiarity with the agency ecosystem, including holding company structures, workflow dynamics, and decision-making processes.
- Ability to translate complex product capabilities into clear, compelling education for diverse audiences ranging from junior media planners to C-suite agency leaders.
- Experience designing programs that serve hundreds of accounts rather than managing a handful of white-glove relationships.
- Experience working cross-functionally with product and engineering teams to translate customer feedback into product improvements.
- Strong project management skills with the ability to manage multiple agency relationships and initiatives simultaneously.
- Proficiency with CRM platforms, analytics dashboards, and project management tools (e.g., Salesforce, Airtable, Asana).
Preferred Qualifications- Experience in livestream commerce, live video production, or creator economy platforms.
- Existing relationships with agency holding companies (e.g., WPP, Publicis, Omnicom, dentsu, IPG), scaled independent agencies, mid and small agencies.
- Experience designing enablement programs for self-service SaaS or platform products at scale.
- Background in social media management, influencer marketing, or content strategy within an agency or brand environment.
Position type and expected hours of work- Full time, onsite work in LA
