Customer Success Manager

Summary

Join Superside as a Mid-Market Customer Success Manager to manage a portfolio of approximately 20 US-based accounts. You will act as a trusted advisor, ensuring clients maximize their value from Superside's AI-powered creative solutions. This role focuses on driving retention, expansion, and satisfaction by engaging with end-users and executives. You will build strong relationships, drive adoption, and monitor account health. Success requires a proactive, strategic approach, going beyond support to anticipate customer needs and implement scalable processes. The position offers a robust onboarding program and the opportunity to make a real impact on mid-market brand growth.

Requirements

• Have first and foremost experience with account management and a truly customer-centric mindset
• Bachelor’s degree or higher in Marketing, Business, Communications, Creative fields, or a related discipline
• 5+ years of customer-facing experience in account management or customer success, preferably within Creative/Ad Agencies or SaaS environments
• Exceptional communication skills, both verbal and written, with the ability to present ideas clearly, influence stakeholders, and set expectations assertively
• Proven ability to build strong customer relationships, manage expectations, and drive customer success in a remote environment
• Deep understanding of marketing, creative operations, and business growth strategies to align creative services with customer objectives
• Strategic account planning expertise, with a track record of identifying opportunities to scale accounts, analyzing customer data, and proactively addressing challenges
• Process-driven mindset, with strong prioritization and time management skills to balance personal touchpoints with scalable solutions while managing multiple accounts
• Proactive, solutions-oriented approach, capable of navigating challenges and implementing improvements independently
• Strong collaboration skills, working seamlessly with cross-functional teams to enhance customer success
• Quick learning ability, especially in design production, creative operations, and customer processes

Responsibilities

• Build Strong Relationships: Serve as a trusted advisor, understanding clients’ unique goals and aligning our creative solutions to support their growth
• Drive Success & Adoption: Work closely with onboarding and sales teams to ensure seamless implementation, training, and adoption of Superside’s services
• Ensure Retention & Growth: Monitor account health, proactively prevent risks, and identify opportunities for expansion and upselling
• Collaborate & Solve: Partner seamlessly with our creative, operations, and support teams to deliver exceptional customer experiences and swiftly resolve any issues
• Engage with Stakeholders: Build relationships at all levels, from end-users to executives, to drive engagement and long-term success
• Scale Efficiently: Implement scalable processes and leverage technology to manage accounts effectively, ensuring consistent quality and customer satisfaction

Preferred Qualifications

Familiarity with CRM tools such as Salesforce and Planhat

Benefits

• A global community of 200+ best-in-class creatives working from more than 60 different countries
• Flexible working hours and fully remote setup. We've been remote from day one. No weird office legacy
• A high-pace, high-energy, and high-performance environment
• Trusting, ego-free, and truth-seeking team members
• Pioneering the future of work with a fair, friendly, and supportive community. We’re pretty proud of this one
• The opportunity to build an international career through creative mentorship from top design leaders. We - grow, you grow
• Work closely with leading global brands on a wide variety of creative projects. We’re talking about Amazon, Meta, Twitch, LVMH, Puma, Shopify, and others