Customer Success Manager

Job Description

Job Description

EMARKETER is a subsidiary of Axel Springer SE, a family-owned transatlantic media company headquartered in Berlin and New York. Axel Springer's guiding principles – first articulated as The Essentials by founder Axel Springer in the aftermath of World War II – remain a cornerstone of the company's foundation today. Learn more about Axel Springer.

We're hiring a Customer Success Manager to join our Account Management Team at EMARKETER. The Role and Team:

As a Customer Success Manager, you'll partner closely with Account Managers and Account Directors to drive customer engagement, platform adoption, retention, and overall customer success across a portfolio of corporate clients. You will help clients maximize the value of their EMARKETER subscriptions through strategic onboarding, proactive engagement, and ongoing relationship support.

This is an early-career role designed for professionals who are eager to build expertise in client engagement, customer success, retention strategy, and account management while contributing directly to customer outcomes and business objectives. You'll work closely with experienced Account Management leaders while developing expertise in customer success, client engagement, and relationship management.

This is a hybrid role based out of our New York City office, with regular in office expectations.

Applicants must be authorized to work in the United States without visa sponsorship now or in the future and be within commuting distance of our New York City office. Relocation assistance is not available.

The Ideal Candidate Is:

• Customer-focused and eager to learn: You actively seek feedback, embrace mentorship, and are committed to helping clients achieve their business objectives while continuously developing your professional skills.
• A strong teammate : You enjoy collaborating with others, understand the importance of established processes, and know when to ask for help from colleagues and leadership.
• Highly organized and accountable: You can effectively prioritize competing responsibilities, follow through on commitments, and consistently deliver high-quality work.
• An excellent communicator: You communicate clearly and professionally, whether conducting client training sessions, presenting information, or building relationships with stakeholders.
• Motivated by growth: You're excited to build a career in customer success, account management, SaaS, media, or technology and take ownership of your professional development.
• Analytical and proactive: You leverage customer feedback, engagement metrics, and usage data to identify trends, uncover opportunities, and recommend actions that improve customer outcomes.
• Adaptable and resilient: You thrive in fast-paced environments and remain effective when priorities shift.

Key Responsibilities:

• Partner closely with Account Managers and Account Directors to execute customer engagement strategies that drive adoption, retention, and overall customer success.
• Lead onboarding and training sessions for users across your assigned portfolio of corporate clients, ensuring successful adoption and utilization of EMARKETER products and services.
• Drive platform adoption by recommending resources, best practices, and engagement approaches that help clients maximize the value of their EMARKETER subscriptions.
• Analyze account engagement, usage trends, and customer activity to identify retention risks, adoption opportunities, and recommended engagement actions.
• Evaluate client feedback and engagement patterns and communicate actionable insights that support customer success, retention, and account growth initiatives.
• Maintain accurate account records, customer activity, and engagement tracking within Salesforce and other systems to support account planning and customer success initiatives.
• Contribute to renewal, retention, and expansion initiatives through proactive client engagement, account analysis, customer success planning, and identification of customer needs and opportunities.
• Exercise independent judgment in prioritizing customer engagement activities and addressing client needs.
• Recommend onboarding, adoption, and engagement approaches based on client objectives, usage patterns, and business needs.
• Collaborate with cross-functional teams to identify and implement solutions that improve customer outcomes and account health.

Basic Qualifications:

• Bachelor's degree 
• Strong written and verbal communication skills
• Demonstrated ability to manage multiple priorities and meet deadlines
• Strong organizational skills and attention to detail
• Proven leadership experience through school, athletics, community organizations, internships, or previous employment

Preferred Qualifications:

• 1-3 years of professional experience in sales, account management, customer support, or a related field
• Recent graduates with a degree in marketing, media, communications or journalism are welcome to apply.
• Experience working with customers, clients, or stakeholders in a professional setting
• Experience using CRM systems such as Salesforce is a plus

Salary & Benefits:

• Base salary: $70,000-$75,000 (dependent on skills, experience, and competencies)
• Additional variable compensation with on-target earnings of $75,000-$82,000
• Unlimited PTO, 10 paid holidays, and 16 weeks of parental leave
• Comprehensive medical, dental, and vision insurance plans
• Matched and vested 401k plan
• Access to resources for financial planning guidance, family planning services, mental health support, and Employee Assistance Programs (EAP)
• Additional benefits include commuter benefits, phone reimbursement, gym membership discounts, and more

Salary for the role is commensurate with experience and depends on a number of factors, including a candidate's qualifications, skills, competencies and experience.

US pay range

$70,000—$75,000 USD

About EMARKETER

EMARKETER is the world's leading research company focused on digital transformation. We hire people who are passionate about providing business leaders with actionable data and insights in the areas of digital marketing and advertising, media, retail and ecommerce, financial services, healthcare, and more. Our clients, who rely on our content to make informed decisions, include top global brands within Fortune 1000 companies, as well as smaller firms striving to compete in a digital age.

At EMARKETER, we pride ourselves on an inclusive work environment and continuously strive for diversity of thought, identity, and experience while encouraging growth and providing support to team members throughout the organization. EMARKETER is committed to corporate transparency through regular business updates and an always-open line of communication.

What We Value

Our people are the foundation of our success. Guided by our values, we:

• Serve Our Clients: We prioritize their needs to deliver excellence in our products and services.
• Work as One Team: We collaborate with trust, accountability, and transparency.
• Innovate and Adapt: We foster curiosity, resilience, and fearless exploration of new ideas.
• Celebrate Diversity and Inclusion: We embrace a diverse, inclusive environment where all voices are valued and respected.

To learn more about what it's like to work at EMARKETER check out our careers page and life page.

If this sounds like a great job for you, please apply online and tell us a bit about why you're a good fit for the role.
Please note that for all positions at EMARKETER, there is an exercise component specific to the role to reduce selection bias in our recruiting process and test how you apply knowledge.