Customer Success Manager

Vibeagent - New York, NY

Full-time - Mid Level

New York, NY

1,001-5,000 employees

Personal and Laundry Services

About the position

As a Customer Success Manager at Vibe.co, you will be an integral part of our mission to democratize access to TV advertising for small and medium-sized businesses. Vibe.co is a rapidly growing self-serve Streaming TV ad platform that has already onboarded over 2,000 clients and achieved significant revenue milestones. Your role will involve working closely with the Team Lead and COO to foster a customer-centric culture, optimize operations, and drive revenue growth through strategic customer engagement. You will be responsible for increasing upsell opportunities and reducing churn by maintaining regular and relevant touchpoints with clients, while also highlighting key features of our platform that can enhance their advertising experience. In this position, you will develop a deeper understanding of our self-service customers, supporting them throughout their lifecycle, from campaign setup to iteration and recommendations. You will set up personalized routines tailored to different customer types, whether they are mid-market, small, or enterprise clients. Additionally, you will provide valuable feedback to our product team to help implement relevant automation and optimize the user experience. Leading by example, you will adopt a customer-first approach that encourages continuous learning and adaptation within the team. The tools you will be using include Planhat, Inte, Customer.io, Looker, and BigQuery, which will aid you in managing customer relationships and analyzing data effectively. Your contributions will be vital in ensuring that Vibe.co continues to grow and meet its ambitious goals of helping 1,000,000 businesses advertise on TV.

Responsibilities

• Increase upsell and reduce churn by providing regular, relevant touch points and highlighting key platform features.
• Develop greater, more accurate knowledge of self-service customers to support them throughout the lifecycle (campaign setup, iteration, recommendation, etc.).
• Set up personalized routines (manual, semi-automated) according to customer type (mid-market, small, enterprise).
• Provide regular feedback to the product team to implement relevant automation and optimize the user experience.
• Lead by example in adopting a customer-first approach that encourages continuous learning and adaptation.

Requirements

• 2+ years of experience in mid-market or enterprise account management with a proven track record of customer success.
• Strong understanding of CRM systems, customer data analytics, and process optimization.
• Excellent communication and interpersonal skills that enable effective influence at all levels.
• Ability to thrive on cross-functional collaboration and drive teamwork across departments.
• Strategic thinking with a focus on continuous improvement and innovation.