Senior Customer Success Manager

A Senior Customer Success Manager is responsible for driving customer satisfaction, proactive retention, and revenue growth through a deep understanding of each customer's business, digital creative needs, and advertising goals. This role builds long-term relationships to become a trusted advisor, ensuring effective onboarding, training, and ongoing value realization from Celtra's solutions.

The Senior Customer Success Manager maintains strong knowledge of Celtra's products and educates customers on the features and functionality most relevant to their business. In close collaboration with Sales and Solutions Consulting, this role identifies opportunities for expansion through increased usage, product adoption, or regional growth.

Internally, the Senior Customer Success Manager serves as the voice of the customer, providing feedback, surfacing risks, managing escalations, and influencing product and process improvements to better serve our customers.

Responsibilities

* Develop a deep understanding of customer business goals, workflows, and success metrics to provide tailored guidance and strategic support

* Manage onboarding and implementation for new customers, ensuring a smooth transition and early value realization

* Deliver customer training, workshops, and enablement sessions to drive adoption and maximize product usage

* Act as the primary point of contact for a portfolio of software customers, addressing questions, risks, and escalations

* Drive customer renewals and partner on expansion opportunities, negotiating terms that support long-term engagement and growth

* Conduct regular business reviews (QBRs) and check-ins to assess performance, align on objectives, and identify growth opportunities

* Monitor customer usage and performance, recommending optimizations, upgrades, or additional solutions to increase value and revenue

* Identify and mitigate risks to customer satisfaction, retention, or delivery before they escalate

* Facilitate communication between customers and internal teams, translating business needs into actionable requirements

* Scope customer-facing projects, secure internal resources, and ensure effective execution

* Stay informed on industry trends, emerging technologies, and best practices to provide strategic recommendations

* Manage revenue accountability, including billing and reconciliation for assigned accounts

Qualifications

* Experience in ad tech, digital design, creative, or marketing technology software environments

* Proven customer-facing experience managing a portfolio of revenue-generating accounts

* Demonstrated ability to grow accounts strategically through process creation, initiatives, and value-based selling

* Self-driven, highly organized, and proactive with a passion for creative excellence

* Strong presentation and facilitation skills; comfortable representing Celtra with senior stakeholders

* Excellent written and verbal communication and interpersonal skills

* Strong creative and analytical problem-solving abilities

* Experience project managing digital or creative initiatives a plus

* Experience working with creative or production agencies or in-house design teams, with a solid understanding of their workflows a plus

* Experience delivering customer education (training sessions, workshops, webinars) a plus

* Passion for achieving and exceeding goals

* Proficiency with Photoshop or similar design tools is a plus

About Celtra

Celtra is the leading Creative Automation platform built to help marketing and creative teams scale high-performing digital advertising across every channel and format. Our platform powers creative production, distribution, and optimization, combining workflow automation with AI-driven insights to help global brands unlock creative efficiency and drive superior ad performance.

Top marketers at brands like Unilever, Spotify, Adidas, and Bloomberg rely on Celtra to build and deliver dynamic, personalized creative  integrate seamlessly with platforms such as Meta, Google, Amazon, and The Trade Desk.

Empowering Creativity through Diversity & Inclusion

Our mission is to empower creativity - and we cannot fulfill our mission without different perspectives. Diversity drives innovation, and Celtra is committed to diversity, equity, inclusion, and belonging.

Every employee is empowered at Celtra - no matter your race, age, religion, gender identity, sexual orientation, physical or mental ability, or ethnicity. We hire the best, and develop our teams through continuous education and mentorship, in a community where everyone can bring their whole selves to work.

Base Salary Range: $90,000 - $115,000 - dependent on seniority and applicable experience