Role OverviewThis is Audyence's first dedicated Customer Success Manager. We have a Customer Success function and people across the company who touch the customer relationship, but no one has held customer success as their whole job. You will be the first, and you will shape what this function becomes here.
The role is proactive by design. You own the enterprise relationship from contract signature onward, through onboarding and everything that follows, and you set the rhythm of it: the cadence calls that reaffirm value, the performance data you review on your own initiative, the conversation that starts because you noticed something rather than because a customer complained. You own retention. You support and heavily influence renewals, and you are a key influencer of expansion and advocacy, working alongside the sellers who own the commercial close.
You report to the VP of Customer Experience and work alongside an Implementation and Support Manager who owns technical execution. Audyence is embedding AI at the core of how we build our teams, with an agentic layer designed to maximize what every person here can do, so this role is built for someone who already works that way and wants to go further.
Key Responsibilities- You would rather build the system than be the system. This is the first dedicated customer success role at Audyence. Early playbooks exist, but they are still under construction, and we will keep iterating and rebuilding them as we grow. You read that as the appealing part rather than the risk, you work well while the process is still forming, and you leave behind something the next person can run.
- You already work with AI, and you want to work with it more. Audyence is embedding AI at the core of how every team operates. You have redesigned real work around it rather than simply tried the tools, you accept that the landscape shifts every few months, and you adapt without waiting to be told how.
- You are proactive by instinct, and the data is where it starts. You are in the reports because you want to be, not because someone asked you for an update. You read performance trends, you notice the account drifting from its pattern, and you know what action the signal calls for. Alerts and dashboards help, but the instinct comes first: you would rather reach out to a customer about something they have not noticed yet than wait for them to reach out to you.
- You are relentless about making value visible. Some people assume good work and results speak for themselves. You assume they do not. You are comfortable demonstrating value out loud and repeatedly without feeling like you are overselling, and you would rather over-communicate what a customer is getting than quietly hope they noticed.
- You own retention and treat it as something you cause. You keep a deliberate cadence because you want to, not because a system reminds you. You stay curious about a customer long after onboarding is finished, and you treat adoption and retention as outcomes you actively drive rather than numbers you report on.
- You make your champion look good in rooms you will never sit in. You are generous with credit and patient with people who need help making an argument. You think naturally about who else has to be convinced, and your instinct is to prepare your customer to carry the story rather than to carry it for them.
- You look for the next opportunity before anyone asks you to. You are commercially aware without being transactional. You notice when a customer is getting more value than they realize, and you are comfortable turning that into an expansion conversation and into an advocate, then handing the close to sales.
Qualifications- 6+ years in B2B customer success, account management or a comparable client-facing role, including at least 3 years owning enterprise relationships, ideally with advertisers, agencies or similarly sophisticated buyers.
- Demonstrated AI fluency in your day-to-day work. We care less about which tools you have used than about whether you have redesigned real work around them, and about your willingness to keep adapting as the landscape changes.
- A track record of driving retention and expansion through demonstrated value rather than through commercial negotiation, and comfort in an operating model where sales owns the close.
- Fluency in B2B demand generation: lead generation programs, target account lists, intent data, audience and persona targeting, lead quality and delivery pacing. You do not need to be the technical implementer, but you need to understand what makes a campaign feasible and what makes it stall. If your domain fluency is in an adjacent field and you have a track record of getting up to speed quickly in a new one, tell us about it.
- The ability to build and defend a value narrative in the customer's own economic terms, and to teach someone else to carry that narrative into a room you are not in.
- Comfort with ambiguous accounts and imperfect data, and the judgment to turn a partial picture into a recommendation a customer can act on.
- Willingness to work inside a function that is being built rather than one that is being maintained.
Nice to have- Ad tech, martech, a demand generation marketplace or another two-sided marketplace business.
- Experience as an early or founding customer success hire, or otherwise standing up a function from zero.
- Experience with agencies as well as direct brands, including the handover friction when an agency of record changes.
- Experience building or operating a customer health index, and a point of view on what belongs in one.
- Experience running a segmented engagement cadence across a book of accounts of different sizes.
Compensation and Benefits- Work from our beautiful downtown Austin office
- Competitive salary & performance-based bonus
- Equity in a fast-growing company
- Medical, Dental, Vision for employees and family
Disclaimer: This job description outlines the general nature and scope of responsibilities for the role. It is not an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Specific tasks may evolve or change based on business needs.
