Customer Success Manager
At a glance
Manager-level Customer Success role at OneScreen. Boston · full-time · $80,000–$110,000 base.
growthroles summary, based on the employer's posting.
What you'll do
- Guide new customers through onboarding, then keep them engaged as their main contact across campaigns
- Turn customer objectives into account plans and roadmaps, using reviews with Sales to shape solutions and growth plans
- Monitor account results and customer feedback to spot risks, improve campaign value and identify expansion opportunities
- Coordinate with media, operations and measurement teams to keep campaigns on track and share clear performance insights
- Work with Product, Sales and Marketing to bring customer feedback into improvements to the offering
What you bring
- Four to eight years in customer success or client-facing campaign management
- Strong project management skills, including handling several accounts and shifting priorities
- Startup experience and the ability to build and refine repeatable processes
Who this fits
You’ll suit a proactive, organized relationship-builder who can manage campaign details, communicate clearly and take initiative. The role reports to the Director of Customer Success and may involve travel around three to five times a year. Boston or New York City is the stated location.
From the employer
About Onescreen
Mission
We give growing brands the confidence, defensibility, and predictability to buy and execute real world advertising like the strategic channel it is.
Vision
Be the strategic partner who has built the intelligence layer for brands to confidently extend their omnichannel campaigns into the real world.
Values - how we work
- We obsess over the customer's real problem
- Chase, say, do
- Move with urgency and intention
- Build with transparency
- Become the standard
- Bring the juice
About the Role
Reporting to the Director of Customer Success, the Customer Success Manager plays a critical role in making our strategic customers successful, deepening those relationships, and building lasting partnerships. As an early member of our CS team, you will own the client relationship, serve as the voice of the customer to cross-functional teams, and use data-driven insight to help customers get real value from their campaigns, all in service of a "Customers for Life" environment. This role suits a proactive, strategic thinker with a strong background in client-facing campaign management and a passion for building scalable processes in a fast-paced environment.
Responsibilities
- Ensure effective onboarding and training for new Onescreen customers.
- Build and own long-term relationships with your accounts, staying their primary point of contact well beyond launch and keeping them engaged across campaigns.
- Serve as a trusted advisor and product expert, going beyond onboarding and training to understand each customer's objectives and translate them into actionable roadmaps and account plans.
- Partner with Sales on business reviews to uncover customer goals and challenges, and develop solutions, action plans, and growth strategies together.
- Track how your accounts are performing and turn what you learn into a better client experience and repeat business.
- Partner with internal operations and measurement teams to keep campaign delivery on track, stepping in on vendor coordination when a campaign needs it.
- Contribute to a culture of continuous improvement, collaboration, and customer-centricity across the broader Customer Success and Revenue teams.
- Travel may be required (estimated 3–5x/year).
Cross-Functional Collaboration
- Collaborate closely with internal teams to build a "Customers for Life" environment through proactive engagement and continuous value delivery.
- Work closely with Media partners throughout the campaign lifecycle to keep delivery on track and turn performance data into clear, accurate results for customers.
- Partner with Product, Sales, and Marketing to share customer feedback and ensure our offering keeps pace with the evolving needs of our strategic customer base.
Data-Driven Decision Making
- Leverage account data and customer feedback to identify optimization opportunities, reduce churn, and enhance the customer experience.
- Track customer sentiment and engagement to anticipate risks and uncover expansion opportunities.
- Turn campaign measurement and reporting into clear, customer-facing insight that reinforces value and drives repeat business.
What You'll Bring
- 4–8 years of experience in client-facing campaign management or customer success.
- Strong project management skills with a proven ability to handle multiple accounts and priorities.
- Experience at startups, with a builder mindset and the ability to create and evolve scalable processes.
- Interest in or experience with AI tools, and enthusiasm for how they can improve the customer experience.
- Comfortable with our tech stack: a CRM (we use HubSpot), Google Suite, Gong, Zoom, and Slack.
- Bachelor's degree preferred.
Who You Are
- A self-starter who thrives on solving problems and taking initiative.
- A strong communicator, written and verbal, with the ability to present confidently.
- Skilled at forging authentic relationships with customers, vendors, and internal teams.
- Highly organized, able to multitask and manage shifting priorities.
- A strategic thinker and storyteller with sharp attention to detail.
- Creative, adaptable, and results-driven, with a team-first mentality.
Location & Compensation:
- Location: Boston, New York City,
- Base Salary Range: $80,000 - $110,000 + Corporate Variable Bonus
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