Customer Success Manager

At Branch, we power every touchpoint with links that work and insights that prove it. From click to conversion, we make growth measurable. Our unparalleled attribution, backed by AI-enhanced linking, is trusted to deliver seamless experiences that increase ROI, decrease wasted spend, and eliminate siloed attribution. We bring the same rigor to how we build our team, by empowering our people to move fast, own outcomes, and build something that matters. We take pride in making meaningful investments in our team’s health, wealth, and growth so individuals can thrive as we scale. Our culture values smart, humble, and collaborative teammates who take accountability and drive results in an environment where their work truly moves the business forward. We are innovative, scaling with purpose, and led by seasoned leaders who know how to build enduring companies. Trusted by brands like Instacart, Western Union, NBCUniversal, ZocDoc, and Sephora, we’re big enough to matter, small enough for you to make a real impact. If you’re excited by the grit of building, rapid learning, and shaping the future of customer growth, you’ll find your place here. 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. The salary range provided represents base compensation and does not include potential equity, which is available for qualifying positions. At Branch, we are committed to the well-being of our team by offering a comprehensive benefits package. From health and wellness programs to paid time off and retirement planning options, we provide a range of benefits for qualified employees. For detailed information on the benefits specific to your position, please consult with your recruiter. Branch is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. If you think you'd be a good fit for this role, we'd love for you to apply! At Branch, we strive to create an inclusive culture that encourages people from all walks of life to bring their unique, diverse perspectives to work. We aim every day to build an environment that empowers us all to do the best work of our careers, and we can't wait to show you what we have to offer! A little bit about us: Branch is the leading provider of engagement and performance mobile SaaS solutions for growth-focused teams, trusted to maximize the value of their evolving digital strategies. The Branch platform provides a seamless experience across paid and organic, on all channels and platforms, online and offline, to eliminate friction and drive valuable action at the moments of highest intent. With Branch, businesses gain accurate mobile measurement and insights into user interactions, enabling them to drive conversions, engagement, and more intelligent marketing spend. Branch is an award-winning employer headquartered in Mountain View, CA. World-class brands like Instacart, Western Union, NBCUniversal, Zocdoc and Sephora acquire users, retain customers and drive more conversions with Branch. 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