Senior Customer Success Manager

Job description

ABOUT VIBE At Vibe.co http://Vibe.co, we're reimagining how brands reach audiences in the age of streaming. We believe streaming TV is no longer just a brand awareness play, it's the next great performance marketing channel. We're building the infrastructure to unlock this $100B opportunity. Vibe.co http://Vibe.co provides an Audience First Streaming TV Advertising solution for marketers to unlock TV as a growth channel. Our all-in-one solution combines hyper-targeted audience segmentation, AI-powered insights and recommendations, real-time campaign optimization, and incrementality measurement, giving brands of all sizes the precision and transparency they've come to expect from social and search, but on TV. Trusted by over 10,000 brands, Vibe.co http://Vibe.co reaches more than 120 million households across 500+ apps and channels, delivering an average 250% return on ad spend and 20% sales lift. The company hit a $100 million revenue run rate in under two years, ranking among the ten fastest software companies to reach that milestone. Vibe.co http://Vibe.co's investors include Hedosophia (an early backer of Spotify, Uber, and Airbnb), Elaia, Singular, QuantumLight (Revolut CEO Nik Storonsky's fund), and Illusian (Supercell CEO Ilkka Paananen's fund), as well as angel investors including Carolyn Everson, board member of The Walt Disney Company and Coca-Cola. Nirav Tolia, CEO of Nextdoor, sits on the company's board of directors. Founded in 2022, Vibe.co http://Vibe.co is widely recognized as the category-defining platform in streaming TV advertising, bringing the power of Meta and Google-style performance marketing to the fastest-growing segment in media. ABOUT THE ROLE You'll join the Customer Success team as a Senior Customer Success Manager, owning the end-to-end relationship with Vibe's fastest-growing enterprise advertisers. This role sits at the intersection of retention, expansion, and product influence — you're not just managing accounts, you're building the partnerships that define what great looks like in streaming TV advertising. We're scaling our enterprise business aggressively in 2026, and we need someone who can carry a book of business with both strategic depth and operational precision. Three reasons to want this: real ownership over revenue outcomes, a direct line into how the product evolves, and front-row access to a category being built in real time. WHAT YOU'LL DO Own the Customer Relationship - Manage the full client lifecycle — from campaign launch through optimization — for a portfolio of enterprise accounts - Build deep, trust-based relationships by proactively surfacing insights, best practices, and strategic recommendations - Serve as the primary point of contact, ensuring clients are consistently deriving measurable value from the platform Drive Revenue Outcomes - Own renewal and expansion targets across your book of business - Identify and pursue upsell and cross-sell opportunities through a deep understanding of each client's goals - Forecast account health accurately and act early on risk signals Deliver Campaign Excellence - Guide clients through campaign strategy, execution, and performance optimization on the Vibe platform - Contextualize platform results within a broader multi-channel strategy, including incrementality measurement and ROAS framing - Translate performance data into clear, actionable recommendations that clients can act on immediately Be the Voice of the Customer - Bring customer feedback and unmet needs directly into product and roadmap conversations - Partner with Sales, Product, and Analytics to resolve challenges and improve the platform experience - Represent the customer perspective in internal decisions without losing sight of business priorities WHAT YOU NEED - 5+ years managing mid-market or enterprise accounts on a digital advertising platform — streaming TV, paid social, search, or similar - Proven track record of hitting retention and expansion targets across a named account portfolio - Hands-on experience with incrementality measurement and the ability to contextualize ROAS within a full-funnel marketing strategy - Comfort working across CRM and analytics tools to monitor account health, build reports, and drive scalable engagement - Ability to operate independently across a cross-functional environment — you don't wait to be told what the problem is NICE TO HAVES - Experience with Looker, Planhat, or similar customer success/analytics tooling - Background in connected TV (CTV) or streaming TV advertising specifically - Experience building or improving CS processes at a high-growth SaaS or platform company OUR VALUES At Vibe, we run on three values: Impact, Ambition, and Urgency. We tie every goal to a real business outcome, think 10x rather than settling for good enough, and move daily rather than waiting for perfect conditions. You'll thrive here if you own outcomes without needing direction, default to action, and hold yourself to results, not effort. This is a high-performance environment with high-performance rewards: you'll work alongside people who push you, with real ownership over hard problems in a market that's moving fast. If that sounds like the best version of your career, we want to meet you. WHAT WE OFFER For candidates in New York, NY, the pay range for this role is $140,000–$170,000 OTE, inclusive of base salary and variable pay. At Vibe, we want you to build something, own something, and grow fast. Here's how we back that up: - Variable pay — based on objectives you hit. No arbitrary targets. - Hybrid flexibility — We're in NYC's Flatiron District and our team is in 3x a week! - Full health coverage — Comprehensive medical, dental, and vision insurance. - 401(k) with matching — We invest in your future, not just your output. - Unlimited PTO — Take the time you need. We measure results, not hours. - Parental leave — Paid leave for all parents. - Annual offsite — The whole team, once a year, somewhere worth the trip. OUR INTERVIEW PROCESS We respect your time. Here's exactly what to expect — no surprises, no ghosting. 1. Recruiter screen — 30 min. We'll share context; you'll share yours. 2. Manager interview — Meet the person you'd work with directly. 3. Take-home assignment + live debrief — A real problem, not a trick. We'll work through it together. 4. Calibration interview — A senior leader joins to ensure we're holding a consistent, high bar. 5. Offer — Fast. We don't let good decisions sit. EQUAL OPPORTUNITY Vibe is an equal opportunity employer. We evaluate all applicants without regard to race, color, religion, national origin, gender, gender identity or expression, sexual orientation, age, disability, veteran status, or any other characteristic protected by law. We believe the best ideas come from teams with different backgrounds, perspectives, and experiences. If you need a reasonable accommodation during the application or interview process, please let us know. REFERRAL INSTRUCTIONS Being referred? Ask your contact to submit your application directly on your behalf.