Strategic Customer Success Manager - MarTech / AdTech, US | JobSetuu

Description

Job Overview

• Source: Jobicy

Job Description

Branch is looking for a seasoned Customer Success professional to join our Customer Experience team as a Strategic Customer Success Manager. This role is dedicated to our most significant, globally distributed customers — large, complex organizations with vast ecosystems that span every major region. You’ll act as their trusted advisor and the connective tissue between their business and Branch, accountable for governance, adoption, retention, and measurable impact across the entire relationship.

Strategic accounts don’t behave like a typical book of business. They have decentralized buying centers, multiple business units, and intricate internal dynamics that demand deep, deliberate account management. As a Strategic CSM, you’ll operate a hyper-focused portfolio of named global accounts — running each as its own program, building multi-threaded relationships, orchestrating a cross-functional account team, and ensuring value is felt in every region you support.

You’ll drive adoption through demonstrated value, protect and grow flagship revenue, and lead the high-stakes conversations — consolidation, build-vs-buy, executive alignment — that shape how these customers invest in their long-term measurement and linking infrastructure. This is a role for someone who thrives on complexity, operates comfortably with senior stakeholders, and knows how to turn a sprawling enterprise relationship into a durable, growing partnership.

As a Strategic Customer Success Manager, you’ll get to:

• Own the full customer lifecycle for a focused portfolio of global, strategic accounts — running each as a tailored program with its own joint success plan, governance cadence, and value map.
• Embed as a trusted advisor across decentralized buying centers and multiple business units, building multi-threaded relationships up to the VP and C-level.
• Act as the “quarterback” for a global virtual account team — orchestrating Account Management, Solutions / Professional Services, Support, Product, and Engineering against a single account across all major regions.
• Design and scale AI-powered customer programs by identifying high-impact use cases, developing repeatable playbooks, and enabling customers to successfully adopt AI across their teams and business processes.
• Drive adoption and consumption growth by connecting Branch capabilities to each customer’s macro business strategy, and quantify impact across their business units and regions.
• Own expansion and upsell motions directly on retention-focused (Defend / Maintain) accounts, and partner closely with Account Management to drive growth on accounts with active net-new whitespace (Grow).
• Lead strategic success planning, QBRs, and EBRs tailored to each regional buying center, securing clear next steps on support tickets and feature requests.
• Guide high-stakes consolidation and “build vs. buy” evaluations that reshape how customers weigh internal engineering investment versus partnering with Branch.
• Navigate complex commercial and governance realities — custom MSAs, multi-BU and multi-region renewals, and procurement processes — and build the governance frameworks that keep sprawling accounts aligned.
• Build compelling demonstrations, executive presentations, and business value documents that articulate ROI and reinforce renewal and growth.
• Serve as the vital link between customers and Branch: set expectations proactively, surface and close gaps, lead customer communications, and support technical issue resolution alongside our specialist teams.

You’ll be a good fit if you have:

• 6+ years of experience in Customer Success or strategic Account Management, including a proven track record of retaining and growing global flagship accounts (e.g., $1M+ ARR).
• 2+ years of experience in the AdTech / MarTech space preferable working with large, global, or strategic-tier clients.
• Comfort engaging and influencing senior stakeholders, up to the VP and C-level, across multiple regions and business units.
• Demonstrated experience as an AI Champion, successfully introducing, advocating for, and scaling AI solutions that enhance operational efficiency and customer impact.
• Strong business acumen — the ability to connect product capabilities to customer business objectives, P&L impact, and value-based use-case adoption.
• A track record of orchestrating matrixed, cross-functional teams against complex accounts, and navigating decentralized buying centers and intricate org dynamics.
• Experience supporting customers on cloud-based SaaS platforms, with enough technical fluency to lead solution conversations and support issue resolution when needed.
• Excellent client management, written, and verbal communication skills, with a bias for action and a strong sense of ownership and accountability.
• Comfort pulling and interpreting aggregate-level data using tools like Looker, Tableau, or Google Analytics to build a compelling value narrative.
• A self-starter, entrepreneurial mindset and fluency with CRM and productivity tools (e.g., Salesforce, Asana, JIRA, Notion, Catalyst).

For this role we are open to hiring remote in TX ,CO, IL, FL, GA, ID, IN, KS, MD, MA, NE, NV, NC, OR, PA, TN, UT, VA, CA, NY & WA. 

In accordance with applicable law, the following represents a reasonable estimated compensation range for this role: the estimated pay for this role, if based in TX ,CO, IL, FL, GA, ID, IN, KS, MD, MA, NE, NV, NC, OR, PA, TN, UT or VA is $143,500 to $180,000. the estimated pay for this role, if based in CA, NY or WA is $159,400 to $190,000. 

Actual compensation will be determined based on skills, experience, and geographic location and may be more or less than the amount shown above. Compensation for this role is base compensation + commission. Compensation shown is on target earning. This role does not qualify for relocation or visa sponsorship.

Expert Career Tips for Strategic Customer Success Manager - MarTech / AdTech, US Roles

To succeed in a competitive market as a Strategic Customer Success Manager - MarTech / AdTech, US, you need more than just technical skills. Here are some expert strategies to elevate your profile:

• Build a Strong Portfolio: For technical roles, a clean GitHub or a personal project site is essential. For non-technical roles, a case study portfolio demonstrating problem-solving and impact is equally valuable. Show, don't just tell, what you have achieved in your previous positions.
• Master the Narrative: When interviewing, use the STAR method (Situation, Task, Action, Result) to structure your answers. Quantify your results wherever possible—mentioning "increased efficiency by 20%" is much more impactful than saying "improved efficiency."
• Continuous Learning: The industry moves fast. Whether it's staying updated with the latest AI tools or mastering a new management methodology, continuous professional development is key. Consider obtaining industry-recognized certifications that align with Strategic Customer Success Manager - MarTech / AdTech, US requirements.
• Networking: Connect with other professionals in similar roles. Join online communities, attend webinars, and engage in meaningful discussions on professional social networks. Often, the best opportunities come through referrals and community engagement.
• Soft Skills Matter: Communication, empathy, and leadership are often the deciding factors between two equally qualified technical candidates. Cultivate these skills as they are universally valued across all industries and seniority levels.

Additionally, research the specific company's culture and values. Tailoring your application to show how you align with their mission can significantly increase your chances of moving forward in the process.

Salary & Compensation

Salary not disclosed; typically competitive for the role.

Work Arrangement

Type: On-Site

Standard business hours at the office.

Comprehensive Application Strategy & Hiring Process

Applying for a new role is a marathon, not a sprint. Follow this strategic approach to maximize your success rate:

1. Initial Research & Tailoring

Don't send the same resume to every employer. Spend at least 30 minutes researching the company. Look for recent news, their product roadmap, and their team structure. Modify your summary and core competencies to reflect the specific keywords found in the job description.

2. The Perfect Cover Letter

If the application allows for a cover letter, use it to tell a story that your resume cannot. Explain why you are passionate about this specific company and how your unique background makes you the perfect fit for the challenges they are currently facing.

3. Navigating the Multi-Stage Interview

Most modern hiring processes involve 3-5 stages. This typically includes a recruiter screen, a technical or skill-based assessment, a peer interview, and a final leadership round. Prepare for each stage differently: focus on enthusiasm and fit for the recruiter, technical depth for the assessment, and strategic vision for the leadership round.

4. Post-Interview Follow-Up

Always send a personalized thank-you note within 24 hours of each interview. Reference a specific topic discussed during the call to demonstrate your active listening and genuine interest in the role.

By following these steps, you demonstrate a high level of professionalism and attention to detail that sets you apart from the average applicant.

Typical Interview Process

1. Resume screening
2. HR call
3. Skill interview
4. Final manager interview
5. Offer

Tip: Research the company's products and culture.

Global Market Intelligence & Relocation Insights

At JobSetuu, we specialize in helping talent navigate the global job market. Here is what you need to know about the current landscape in Global and beyond:

The demand for skilled professionals is increasingly borderless. For roles based in Global, understanding the local cost of living, visa requirements (if applicable), and cultural nuances is vital. If this is a remote role, consider the time zone alignment and the asynchronous communication culture of the hiring organization.

Relocation Support: Many forward-thinking companies offer relocation packages that include moving stipends, temporary housing, and legal assistance with work permits. When evaluating an offer, look beyond the base salary—consider the total compensation package, including equity, bonuses, and healthcare benefits.

Work-Life Balance Trends: Hybrid and remote work have become standard in many regions. Research the local labor laws and common practices regarding work hours and vacation time to ensure the role aligns with your lifestyle goals.

Leveraging JobSetuu's tools can help you compare salaries across different cities and understand the "purchasing power" of your potential offer, ensuring you make an informed decision for your long-term career path.

Skills & Competency Roadmap for Professional Development

To remain competitive in Professional Development, we recommend focusing on the following core competencies over the next 12-18 months:

• Technical Mastery: Deepen your expertise in the core tools and languages relevant to your field. For developers, this might be cloud architecture; for marketers, it might be data-driven attribution modeling.
• AI Augmentation: Learn how to leverage generative AI and automation tools to increase your productivity. Understanding how to integrate these technologies into your workflow is becoming a non-negotiable skill.
• Leadership & Strategy: Even in individual contributor roles, the ability to think strategically and lead projects from inception to completion is highly valued. Focus on stakeholder management and high-level project planning.
• Data Literacy: The ability to interpret data and use it to drive decisions is essential across all business functions. Familiarize yourself with data visualization and basic analytical concepts.

By investing in these areas, you not only prepare yourself for the role you are applying for today but also build a resilient foundation for the opportunities of tomorrow.

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