Senior Customer Success Manager
We are seeking a strategic, high-growth account strategist to serve as a Senior Customer Success Manager. This is a pivotal opportunity for an experienced professional to join an award-winning startup as we scale our enterprise operations. In this role, you will manage both brand and agency relationships while actively contributing to the evolution of our client success playbooks. If you thrive in a fast-paced environment and enjoy refining processes to drive world-class client outcomes, you will play a key role in our next chapter of growth.
About Us
URLgenius is a trailblazer in app deep linking, trusted by global brands and leading influencers to elevate mobile engagement—all without additional software development. Our patented, codeless technology is driving billions in mobile commerce each quarter. Recognized for innovation, we’ve earned the Best Influencer Marketing Technology Award and are proud to be part of the Inc. 5000 list of America’s fastest-growing companies, two years in a row!
The Role
As a Senior CSM, you will be a lead strategist for our mid and top-tier clients. You will manage a growing portfolio of brands and agencies, ensuring they maximize the URLgenius platform to hit their mobile marketing KPIs. This is a "growth-first" role within an agile team: your mission is to secure renewals, mitigate churn, and drive expansion revenue (MRR) through proactive client outreach and consulting. You will work closely with the Director of Enterprise Client Solutions to optimize our existing workflows, ensuring our enterprise service model scales effectively alongside our expanding client base.
Key Responsibilities
- Portfolio Strategy: Own the end-to-end relationship for a portfolio of enterprise accounts, acting as a strategic consultant for their app marketing campaigns.
- Revenue Growth: Drive MRR through proactive upselling and cross-selling; identify untapped use cases and lead consultative growth presentations to expand account footprints.
- Onboarding & Adoption: Collaborate on high-touch onboarding for new enterprise clients, ensuring immediate platform proficiency and rapid time-to-value.
- Retention & Churn Mitigation: Proactively identify at-risk accounts, manage churn mitigation plans, and partner with the Support team to resolve technical hurdles.
- Strategic Reviews: Conduct regular Program Reviews to report on ROI, share best practices, new features, and align platform capabilities with client goals.
- HubSpot CRM Excellence: Maintain and update the CRM with detailed client activity.
- Process Optimization: Collaborate with the Director of Enterprise Client Solutions to refine existing playbooks and help inform knowledge bases to improve team efficiency.
- Cross-Functional Advocacy: Serve as the "Voice of the Customer" by funneling feedback to Product and Marketing teams to prioritize features and influence the roadmap.
Qualifications
- Experience: 5–8+ years in Customer Success, Account Management, or Agency Strategy. Experience in a scaling startup environment is a plus.
- CRM Proficiency: Advanced expertise in HubSpot (or similar CRM) is required, specifically in managing deal stages and client communication history.
- Digital Expertise: Strong understanding of digital marketing ecosystems, media strategy (Social, Search, Paid, Affiliate), and mobile commerce trends.
- Communication: Elite verbal and written communication skills, with a proven ability to translate technical concepts into business value for enterprise stakeholders.
- Negotiation: Experience navigating contract renewals and expansions within a SaaS environment.
- Adaptability: The ability to manage multiple high-priority clients while helping the team refine and standardize processes.
- Education: Associate’s, Bachelor’s, or Master’s degree.
Compensation & Benefits
- Base Salary + Bonus: $95,000 OTE
- Equity: Stock options in a rapidly growing, patented-tech company
- Health: Comprehensive Medical, Dental, and Vision insurance
- Security: Employer-paid group life and long-term disability insurance
- Remote Flexibility: Unlimited PTO, paid holidays, and a remote work model centered on full-time commitment. While we offer daily flexibility, this role requires high responsive ness and alignment with core business hours to support our rapid growth.
Location & Work Environment This is a full-time, remote position. Candidates must be located in one of the following states: NY, WI, PA, IL, CO, MD, NC, KY, CT, AZ, UT, OH, TX.
Ready to Join Us?
- If you are an experienced and insightful account strategist ready to scale within in a high-growth environment and take our enterprise partnerships to the next level, we want to hear from you. Apply today to help brands optimize their mobile engagement with URLgenius app deep links.
