Customer Success Account Manager

• We are looking for a Customer Success Account Manager to join our Customer Success team, reporting to the Chief Customer Officer. Customer Success Account Managers own a mixed portfolio of customers spanning size and industry, and are accountable for retention, renewals, and product adoption across that book, with expansion following naturally from customer success
• The role is anchored in strong onboarding, proactive account management, and cross-functional orchestration to drive adoption and measurable outcomes on Redpoint solutions. Increasingly, that means helping customers get their customer data AI-ready: clean, connected, and resolved to a single trusted identity so it can power personalization and AI initiatives at scale
• Build and execute strategic account plans for each customer in your portfolio, with clear success criteria, stakeholder maps, and value milestones
• Lead regular Business Reviews that connect Redpoint solutions usage to business outcomes and surface expansion opportunities
• Serve as the trusted advisor on use cases and Redpoint product capability, helping customers institute industry best practices
• Own onboarding and drive ongoing adoption through proactive, structured engagement — health checks, success plans, and outcome reviews on a defined cadence — to accelerate time-to-value and deepen product usage
• Orchestrate the cross-functional team around each account — Sales, Professional Services, Support, and Product — ensuring a seamless customer experience from post-sales handoff through steady-state
• Identify, qualify, and progress expansion opportunities (new use cases, channels, data sources, business units) in partnership with Sales
• Own the renewal motion for every account in your portfolio — forecast accurately, surface churn risk early, and protect the base
• Surface customer feedback to Product and partner on prioritization of new features and functionality
• Escalate risks and issues early, and work creatively across teams to mitigate them before they impact the customer
• Develop working fluency in Redpoint solutions — the data readiness layer (ETL, data quality, identity resolution / customer data integration), campaign orchestration, and channel integrations (Email, SMS, Push, web) — sufficient to advise customers on use-case design and on the data foundation their AI and personalization initiatives depend on
• Operate with integrity and in a highly collaborative and professional manner at all times
• You may also be responsible for other duties as assigned by the Company from time to time

Benefits

• Competitive Medical, Dental and Vision Insurance
• Flexible leave policy - take the time you need, when you need it
• 10 Company paid holidays
• Work remotely or in our Wellesley, MA office

• Leading renewal conversations
• Managing a book of enterprise and mid-market accounts with measurable retention and renewal results
• Orchestrating cross-functional teams (Sales, Services, Support, Product) to deliver for the customer
• Operating independently — planning, prioritizing, and driving your book of business with minimal oversight
• Engaging senior stakeholders (including executive sponsors) at enterprise customers — building account roadmaps, multi-threading across stakeholders, and advocating for the customer internally
• Candidates should have 3–5 years of experience in a similar role
• Data readiness and data quality, Identity Resolution / Customer Data Integration, Customer Data Platform (CDP), preparing and governing data for AI and machine-learning use cases, Marketing Campaign Management, Customer Engagement, Omnichannel Marketing & Personalization
• Our ideal person will want to work in a growing, fast-moving environment, where we value: a drive to complete the job; clear and open communication; a self-starting energetic team; and customer delight
• Bachelor’s (Required)
• Project Management: 3 years (Preferred)
• Customer Success or Account Management: 3–5 years (Required)
• Business Consulting: 3 years (Preferred)
• Data management, data quality, or identity resolution: 3 years (Preferred)
• Marketing Technology: 3 years (Preferred)
• AI tools (Claude, Copilot, Gemini)
• BI tools (Sigma, Tableau, Power BI, etc.)
• Cloud-based hosting, such as Microsoft Azure or Amazon Web Services (AWS)
• Microsoft Excel, Microsoft PowerPoint, and HubSpot