Customer Success Manager, Retail & Ecommerce

We're hiring Customer Success Managers across our Retail & Ecommerce vertical, giving you the opportunity to develop deep expertise in a specific market while partnering with advertisers to drive long-term growth. 

As a Customer Success Manager (CSM), Retail & Ecommerce, you will own a strategic portfolio of mid-market customers within the Retail & Ecommerce vertical, with a mandate to drive revenue expansion and retention across your book of business.  Working within a vertical-focused pod, you'll help customers unlock measurable business outcomes while driving retention, growth, and long-term partnerships. This is a high-touch, consultative role where curiosity, strategic thinking, and relationship-building are just as important as campaign performance.

You will become a go-to expert on the Retail & Ecommerce advertiser landscape, understanding seasonality, promotional calendars, margin and inventory dynamics, and how CTV fits into a broader retail media and performance marketing strategy. Customers will look to you not just to support the platform, but to help them think strategically about how CTV drives acquisition, conversion, and revenue growth for their business.

What You'll Do

• Manage a portfolio of customers within your assigned industry vertical, serving as their primary advisor throughout the customer lifecycle.
• Build trusted relationships with key stakeholders by developing a deep understanding of each customer's business, goals, competitive landscape, and marketing strategy.
• Drive customer retention, revenue growth, and long-term success through proactive account planning, business reviews, campaign optimization, and strategic recommendations.
• Identify expansion opportunities and partner with the sales team within your vertical to grow customer investment, strengthen relationships, and achieve shared revenue goals.
• Lead new customer onboarding, ensuring customers quickly realize value and become confident, successful users of the MNTN platform.
• Become an expert in your assigned vertical by understanding industry trends, seasonal opportunities, performance benchmarks, and evolving customer needs, then applying those insights to help customers grow.
• Monitor account health, anticipate risks, and proactively resolve challenges before they impact customer outcomes or renewal conversations.
• Collaborate cross-functionally to deliver a seamless customer experience while helping shape playbooks, processes, and best practices.

What Success Looks Like

• Consistently achieve or exceed retention, net revenue, and expansion goals across your portfolio.
• Customers view you as a trusted advisor who understands their business and helps them achieve measurable growth.
• New customers onboard quickly, realize value early, and confidently adopt the MNTN platform.
• Expansion opportunities are proactively identified and converted into incremental revenue.
• Customer health remains strong, with risks identified early and addressed before impacting renewals.
• Your pod consistently meets or exceeds its shared revenue goals while contributing to overall vertical performance.
• CRM data, account plans, and customer health metrics remain accurate, actionable, and trusted across the business.

What You'll Bring

• 3–6 years of experience in Customer Success, Account Management, or a similar customer-facing role managing strategic customer relationships.
• Experience in digital advertising, CTV, SaaS, AdTech, MarTech, or performance marketing, with the ability to quickly develop expertise in your assigned industry vertical.
• Proven success driving customer retention, revenue growth, and expansion across a dedicated book of business.
• Strong relationship-building skills with the ability to influence stakeholders and serve as a trusted advisor.
• Experience partnering closely with Sales Executives to deliver exceptional customer outcomes and shared business results.
• Strong communication and presentation skills, with experience leading executive business reviews and strategic customer conversations.
• Comfort using data and performance insights to identify opportunities, solve problems, and demonstrate business value.
• Experience with Salesforce, Intercom, or similar CRM and customer engagement platforms.