We're looking for a Senior Customer Success Manager to join our New York City or San Francisco offices and support a portfolio of Enterprise customers in North America. This is a high-ownership role focused on driving measurable customer value, retention, and growth through product adoption, technical solution design, and partnership with sales.
As a Senior CSM, you act as both a strategic advisor and a technical partner to your customers, translating complex business objectives into actionable technical roadmaps and product adoption plans. You'll work at the intersection of customer strategy and technical execution - leading solution design, driving implementation planning, and ensuring customers realize the full value of AppsFlyer's platform. You'll also contribute to the success of the broader Customer Success team. Our CS culture is customer-obsessed and results-driven. We coach for impact, operate with rigor, and influence at scale across Sales, Product, and Marketing.
What You'll Do:- Client Value Realization: drive customer outcomes and product adoption across your portfolio of customers. Partner with Sales to mitigate client risk and run expansion motions across strategic Enterprise customer segments, leading to improved Gross Revenue Retention and Net Revenue Retention.
- Ability to travel 33% onsite to customers and key internal onsites.
- Co-own the post-sales relationship, in conjunction with your sales partner, for a portfolio of customers focused in North America to drive retention and growth.
- Lead onboarding, training, and enablement sessions, translating complex AppsFlyer products and data concepts into clear, actionable outcomes for customers.
- Develop and maintain long-term technical roadmaps for your accounts by translating client business objectives into key project deliverables, technical milestones, and product adoption plans to ensure clearly defined requirements and timelines aligned with key technical stakeholders.
- Lead solution design for complex customer use cases, including scoping custom integrations and product configurations in collaboration with Product and Engineering teams to drive measurable value realization.
- Conduct regular check-ins, usage reviews, and strategic syncs to ensure engagement and satisfaction.
- Run Executive Business Reviews (EBRs) with senior and technical customer stakeholders to showcase impact and align on goals; leverage effective data storytelling to communicate AppsFlyer value
- Act as a growth partner by understanding customers' business goals and analyzing customer data to surface insights, identify mutual growth opportunities, and recommend optimizations to drive measurable value realization.
- Capture feedback and work closely with Product, R&D, and Support teams to drive improvements. Influence the product roadmap through data-backed client use cases and direct collaboration with Product Strategy and Product Team Leaders.
- Actively support renewal conversations and identify opportunities for feature adoption or account expansion. Co-identify Customer Success Qualified Leads (CSQLs) and partner with AMs on follow-through.
- Lead customer issue management by proactively identifying risks, coordinating cross-functional resources, and driving issues through to resolution. Create red flag action plans and collaborate with cross-functional teams to improve customer value realization.
- Collaborate with internal teams, including Sales, Product, Support, and Solutions Architecture, to deliver customer outcomes.
- Act as a mentor and force-multiplier for other CSMs by sharing best practices, hosting internal trainings, coaching new hires, and contributing to team initiatives.
What you have:- 7+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, or a technical client-facing SaaS role, ideally in mobile, ad tech, or martech.
- Proven ability to manage complex customer relationships and influence retention and growth outcomes, with a strong track record of building and executing technical roadmaps and project plans.
- Strong communication skills with executive, technical, and business audiences - including the ability to translate technical concepts into business value and deliver effective data storytelling.
- Act as an analytical thinker. Comfortable working with data and turning insights into action. Hands-on experience with data analysis and business intelligence tools (e.g., SQL, Athena, BigQuery, Looker, or similar) to extract insights, diagnose issues, and communicate business impact.
- Experienced in leveraging discovery frameworks to qualify and validate customer problems to properly scope, design, guide and deliver on technical solutions, including complex integrations, product troubleshooting, and custom implementations in partnership with Product and Engineering teams.
- Proactive and solutions-driven with high autonomy, ownership, and ability to operate in ambiguity.
- Comfortable working in a fast-paced, multicultural, and evolving environment.
- Demonstrated ability to leverage AI tools (e.g., ChatGPT, Claude) to drive efficiency and scale across customer-facing workflows - from account research and data synthesis to communication and strategic planning.
Bonus Qualifications:- Industry experience within SaaS marketing / remarketing technologies, attribution, data integrations, and/or digital advertising in a mobile and/or omnichannel ecosystem.
- Proficiency in at least one programming or scripting language (e.g., Python, JavaScript, SQL) and experience with SDK and APIs.
- Experience leading product beta programs, co-designing with product teams, and developing repeatable playbooks for product rollouts.
This role is based in our New York office and requires in-office presence of a three days per week.
For our US-based candidates, the expected On Target Earnings (OTE) range from $165,000 to $180,000 (including bonus or commission). The offer varies on many factors, including market location, job-related knowledge, skills, experience, interview results, references, etc.
