Customer Success Manager

Role Overview

Client Relationship Management

• Own day-to-day and strategic relationships with enterprise clients across data and analytics engagements.
• Map stakeholders, identify decision-makers and sponsors, and build rapport at each level.
• Act as the primary contact and maintain clear communication across client teams.
• Translate technical delivery outputs into business value aligned with client KPIs and executive stakeholders.
• Run client check-ins, quarterly business reviews, and roadmap sessions.

Account Growth and Commercial Expansion

• Identify and pursue organic growth opportunities, including new workstreams, expanded scope, and upsell across service lines.
• Understand each client's business goals, data maturity, and competitive landscape.
• Contribute to proposals, Statements of Work, and commercial negotiations.
• Monitor account health, revenue trajectory, and renewal risk and lead responses to concerns.

Service Delivery

• Oversee delivery with onshore and offshore teams to ensure engagements are on time, within scope, and high quality.
• Track delivery status, escalate risks, and manage client expectations proactively.
• Define workstream priorities and resource requirements with delivery teams.
• Ensure work is signed off, documented, and clearly communicated to clients.

Consultancy and Advisory

• Stay current on data and analytics platforms, trends, and regulatory changes such as privacy and cookieless environments.
• Help clients build data maturity roadmaps and prioritize short-term and long-term capability improvements.
• Recommend platform choices, architecture decisions, and analytics strategies with technical specialists.

SOW and Account Management

• Author and manage Statements of Work with clearly defined scope, assumptions, and commercial terms.
• Oversee billing, budget tracking, financial reconciliation, and change control.
• Maintain accurate account records in Salesforce and internal project management systems.

Required Experience

• At least 3 years of client-facing experience in account management, digital consulting, or client services, ideally in data, analytics, or digital marketing.
• Track record of building relationships, growing accounts, and managing senior stakeholders.
• Comfort with budgets, Statements of Work, renewals, and upsell opportunities.
• Experience with enterprise procurement processes and complex billing structures.
• Ability to translate technical concepts into business language across written, verbal, and presentation formats.
• Ability to work in a fast-paced, cross-functional environment with onshore and offshore teams.

Preferred Experience

• Familiarity with GA4, Adobe Analytics, DV360, CM360, or similar digital marketing ecosystems.
• Exposure to GCP, AWS, data engineering, or analytics engineering concepts.
• Experience with Adobe Experience Platform, Salesforce Marketing Cloud, Braze, or similar MarTech and data platforms.
• Google Analytics, Adobe Analytics, or Google Cloud certification is highly preferred.

About Monks