Senior Customer Success Manager

Attentive is an AI marketing platform for 1:1 personalization, unifying SMS, RCS, email, and push notifications. Recognized as the #1 provider in SMS Marketing by G2, Attentive partners with more than 8,000 customers across 70+ industries, including brands like Crate and Barrel, Urban Outfitters, and Carter’s. The company has employee hubs in New York City, San Francisco, London, and Sydney.

As a Senior Customer Success Manager, you will lead the overall customer strategy for a portfolio of Strategic accounts, shaping program direction, improving performance, and mobilizing resources to drive measurable business outcomes and long-term growth. You will consult on strategy across the customer lifecycle, coordinating Account Management, Services, and technical and product partners. This role offers autonomy to lead complex accounts, build trusted relationships with executive sponsors, and represent Attentive in business reviews and onsite meetings.

• Build and maintain strategic success plans with clear business goals, success measures, priorities, owners, and milestones.
• Advise customers on lifecycle marketing strategy across acquisition, engagement, conversion, and retention, connecting SMS, email, and AI-powered capabilities.
• Coordinate Account Management, Services, and technical and product partners around the customer strategy.
• Develop relationships across executive sponsors, marketing leaders, and technical stakeholders.
• Lead business reviews and working sessions that connect performance to business priorities.
• Translate program performance into clear recommendations, testing priorities, and business cases.
• Maintain accurate revenue and renewal forecasts in partnership with Account Management.
• Identify risks early and lead coordinated mitigation plans.
• Identify expansion opportunities through customer goals and unmet needs.
• Translate customer feedback and integration needs into clear business requirements for product and technical partners.

• 5+ years of experience in Customer Success or Account Management, ideally in marketing technology or SaaS, with demonstrated success managing complex enterprise customers.
• Strong understanding of lifecycle marketing and growth and retention strategies, with depth in SMS or email.
• Experience collaborating with commercial, Services, product, and technical teams.
• Strong analytical and commercial judgment: interpret performance data, turn insights into actionable recommendations.
• Ability to influence stakeholders, navigate ambiguity, and independently drive complex account plans.
• Clear, confident communication with executive and operational audiences.
• Experience using Salesforce or a comparable CRM, customer success platforms, and reporting tools.
• Curiosity about emerging marketing technology and AI-powered customer experiences.

US base salary range: $100,000 - $150,000 annually + commission + equity + benefits. Attentive offers competitive perks and benefits, from health & wellness to equity.

Apply via the provided Greenhouse link. By applying, your data will be processed as per Attentive's Privacy Policy.