Customer Success Account Manager

We are looking for a Customer Success Account Manager to join our Customer Success team, reporting to the Chief Customer Officer. Customer Success Account Managers own a mixed portfolio of customers spanning size and industry, and are accountable for retention, renewals, and product adoption across that book, with expansion following naturally from customer success.

The role is anchored in strong onboarding, proactive account management, and cross-functional orchestration to drive adoption and measurable outcomes on Redpoint solutions. Increasingly, that means helping customers get their customer data AI-ready: clean, connected, and resolved to a single trusted identity so it can power personalization and AI initiatives at scale. Core responsibilities:

• Build and execute strategic account plans for each customer in your portfolio, with clear success criteria, stakeholder maps, and value milestones
• Lead regular Business Reviews that connect Redpoint solutions usage to business outcomes and surface expansion opportunities
• Serve as the trusted advisor on use cases and Redpoint product capability, helping customers institute industry best practices

Own onboarding and drive ongoing adoption through proactive, structured engagement — health checks, success plans, and outcome reviews on a defined cadence — to accelerate time-to-value and deepen product usage

Orchestrate the cross-functional team around each account — Sales, Professional Services, Support, and Product — ensuring a seamless customer experience from post-sales handoff through steady-state

• Identify, qualify, and progress expansion opportunities (new use cases, channels, data sources, business units) in partnership with Sales
• Own the renewal motion for every account in your portfolio — forecast accurately, surface churn risk early, and protect the base
• Surface customer feedback to Product and partner on prioritization of new features and functionality
• Escalate risks and issues early, and work creatively across teams to mitigate them before they impact the customer

Develop working fluency in Redpoint solutions — the data readiness layer (ETL, data quality, identity resolution / customer data integration), campaign orchestration, and channel integrations (Email, SMS, Push, web) — sufficient to advise customers on use-case design and on the data foundation their AI and personalization initiatives depend on Operate with integrity and in a highly collaborative and professional manner at all times

You may also be responsible for other duties as assigned by the Company from time to time.

Requirements

• Candidates should have 3–5 years of experience in a similar role and demonstrated success in:
• Managing a book of enterprise and mid-market accounts with measurable retention and renewal results
• Engaging senior stakeholders (including executive sponsors) at enterprise customers — building account roadmaps, multi-threading across stakeholders, and advocating for the customer internally
• Leading renewal conversations
• Orchestrating cross-functional teams (Sales, Services, Support, Product) to deliver for the customer
• Operating independently — planning, prioritizing, and driving your book of business with minimal oversight
• Candidates with existing knowledge and experience in the following key areas are encouraged to apply:
• Data readiness and data quality, Identity Resolution / Customer Data Integration, Customer Data Platform (CDP), preparing and governing data for AI and machine-learning use cases, Marketing Campaign Management, Customer Engagement, Omnichannel Marketing & Personalization
• The following skills are helpful, but not required: AI tools (Claude, Copilot, Gemini)
• BI tools (Sigma, Tableau, Power BI, etc.)
• Cloud-based hosting, such as Microsoft Azure or Amazon Web Services (AWS)
• Microsoft Excel, Microsoft PowerPoint, and HubSpot
• Our ideal person will want to work in a growing, fast-moving environment, where we value: a drive to complete the job; clear and open communication; a self-starting energetic team; and customer delight.
• Job Type: Full-time
• Education: Bachelor's (Required)
• Experience: Customer Success or Account Management: 3–5 years (Required)
• Marketing Technology: 3 years (Preferred)
• Business Consulting: 3 years (Preferred)
• Data management, data quality, or identity resolution: 3 years (Preferred)
• Project Management: 3 years (Preferred)
• Work Location: Remote (USA)