Customer Success Manager

About Wunderkind : Wunderkind is a performance marketing solution that uses AI and data to help brands acquire and retain customers through one-to-one, personalized messages across websites, email, text, and ads, guaranteeing a lift in revenue. Founded in 2010, Our goal is to scale a brand’s ability to create and grow customer relationships through websites, email, text, and ads. We believe individuals should have the freedom to choose the kind of internet they want. An internet that fosters genuine relationships with brands. An internet that treats humans like real people instead of “web traffic.” We also believe in empowering brands to treat their customers as individuals, satisfying their unique needs with tailored experiences and thoughtful communication. By expertly personalizing, automating, and scaling beautiful one-to-one experiences, Wunderkind helps brands acquire new customers at scale and keep them loyal for life.
About the Role:

The Customer Success Manager (CSM) partners with Wunderkind ’s largest enterprise clients to drive exceptional outcomes on our Autonomous Marketing Platform. This role is pivotal in executing high-impact campaigns, managing complex projects, and collaborating with stakeholders to ensure seamless tactical execution and measurable results. Success metrics for this role include Gross & Net ARR retention, platform adoption, client performance, and NPS.

The CSM will manage a concentrated portfolio of enterprise clients, serving as the expert in platform capabilities and execution. Ideal candidates bring a unique combination of technical proficiency, creativity, and meticulous attention to detail, enabling them to execute data-driven strategies that optimize customer engagement across digital channels. This role is highly technical and requires in-depth training in our proprietary platform.

This role is highly technical and requires in-depth training in our proprietary platform. You'll work with some of the world's most prominent consumer brands on technology that materially moves their revenue.
Responsibilities and Level of Effort (LOE):

Client Management & Strategic Advisory (40%)

- Serve as the primary operational point of contact for enterprise clients, and grow into the advisor they bring problems to before they bring requests.

- Build real relationships across the client org — practitioners, managers, and the people who sign the renewal.

- Set expectations directly and early on scope, timelines, and trade-offs. When a request sits outside what the partnership covers, say so, explain why, and bring the right commercial path to the account team instead of quietly absorbing it.

- Partner with the account team on renewal and growth conversations, bringing the performance narrative and the strategic case for what's next.

- Enable client stakeholders to get real value out of Wunderkind 's UI for analytics and campaign management.

- Run regular check-ins, ideation sessions, and process reviews that clients actually want on their calendar.

- Own the campaign performance and platform narrative in Executive Business Reviews, in partnership with the Account team.

Campaign Ideation & Execution (40%)

- Lead end-to-end project management of client campaigns from concept to launch, on time and aligned to the client's business goals.

- Bring ideas. The best CSMs here propose the campaign the client hadn't thought to ask for.

- Collaborate with Professional Services, Product, and Analytics to deploy campaigns, troubleshoot issues, and implement optimizations.

- Provide an extra layer of QA on campaign builds, integration errors, and program quality. You are the last line of defense before a client sees it.

- Monitor platform performance and client KPIs, surfacing risks and opportunities proactively rather than in the QBR.

- Maintain clear client documentation: performance reports, action plans, and feedback summaries.

Strategic & Ad-Hoc Initiatives (20%)

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