Customer Success Lead (Media)

• We’re hiring a Customer Success Lead to run our media vertical, supporting clients like Disney, NBCU, and Paramount. This is a player/coach role
• You will manage a team of 3 to 4 Customer Success Managers while owning a book of strategic accounts yourself
• You’ll partner with the Media Pod Lead to attack the target list across new and existing territory, and you will be the voice of the media pod to leadership and product, escalating the blockers that stand in the way of growth
• Team leadership: manage, coach, and develop ~3 - 4 CSMs. Set the standard by carrying your own accounts alongside them
• NRR targets across the pod portfolio and your personal book: drive usage, adoption, renewal, and expansion. You own the number
• Pipeline partnership with the Media Pod Lead: build and attack the target list across new logos and existing territory
• Voice of the media pod: represent the vertical to the leadership team and product team. Escalate blockers to growth and drive them to resolution
• Managed service campaigns: build out a new business model for managed service delivery, including scope, pricing inputs, staffing model, and margin
• Health score monitoring: proactively flag at-risk signals, build recovery plans, and move before accounts slip
• Executive engagement, strategic QBRs, and campaign reviews: multi-thread across client teams and build relationships with executives, budget holders, and senior stakeholders
• Risk mitigation and problem-solving: turn insights into action fast. You don’t wait for escalation
• Cross-functional influence: drive alignment across Sales, Product, and GTM to unlock product growth and services revenue
• Expert builder: build rhythms that match media buying cycles, flight dates, and campaign refreshes
• NYC presence: deepen media relationships by showing up on-site, at events, and as a strategic partner

Benefits

• Unlimited Vacation
• Paid Health Benefits
• Employee Stock Options
• Lunch stipend & office snacks
• Happy hours & team dinner
• Custom swag
• Parental Leave
• Team offsites
• Diverse Managers

• Are comfortable in HubSpot CRM and use systems to scale client engagement
• Can synthesize complex client challenges into clear executive narratives and recommendations
• Build trust across media orgs: programming, marketing, ad sales, data teams, and operations
• Proven track record building and maintaining org maps at complex enterprises (Disney, NBCU, Paramount), with the ability to move fluidly between day-to-day tactical contacts and senior strategic decision-makers
• Spot churn signals early and act. You’ve turned at-risk accounts into renewals. You jump on problems
• Can confidently connect Flowcode to media KPIs: attribution, engagement, CPM, etc
• Experience leading or mentoring CSMs, with the appetite to keep managing strategic accounts yourself
• Understand the media ecosystem: broadcast, digital, ad ops, martech, measurement
• Take ownership beyond your accounts to improve systems, processes, or team performance
• Know how to uncover expansion with new campaign use cases, cross-functional champions, budget pockets
• 7 - 10+ years total, including 5 years managing enterprise clients in media, working directly with Chief Marketing Officer, EVP / SVP / VP Marketing, VP Ad Sales Partnerships, or Chief Data Officer
• Have experience coordinating platform migrations or complex onboarding alongside implementation teams
• Move fast on account challenges. You are highly proactive, resourceful, and sharp under pressure
• 7 - 10 years in enterprise customer success, account management, or client partnerships, with at least 5 years in media
• Experience monitoring and acting on health score data consistently
• Proven track record managing at-risk accounts, driving renewals, and hitting NRR targets
• Direct experience managing client relationships with CMOs and CDOs
• 2+ years managing a team, or a documented player/coach stretch (pod lead, team lead, formal mentorship of 2 or more CSMs)
• Proven success working with media brands, ideally in TV or digital broadcast environments
• Strong understanding of attribution, analytics, and media KPIs
• Ability to operate independently and deliver in a fast-paced, high-growth startup