Senior Customer Success Manager

Join the creative revolution at XR!   

XR is on a mission to transform how the world creates, connects, and experiences advertising. As the global leader in creative operations, we help brands and agencies bring their ideas to life and deliver them seamlessly across every screen. Our leading technology and services power creativity for the marketing and entertainment industries, and you can be a part of it!  

At XR, you'll join a high-energy, collaborative environment where your ideas can spark real change. We champion innovation at every level, empowering our teams to take risks, challenge norms, and unlock new possibilities. Your voice, your talent, and your vision matter here- XR is where you come to grow, learn, and thrive.  

Ready to make an impact? If you're passionate about technology, solving complex challenges, and joining a team that's changing the game, XR is the place for you. Let’s shape the future together! 

The Opportunity

The Senior Customer Success Manager (SCSM), reports directly to the VP of Customer Success and is the relationship owner, the primary point of contact, and the internal advocate for XR’s enterprise Brands and recurring revenue clients. Partnering with the Sales team for pre-sales demos and owning the account post-sale, the SCSM is responsible for managing onboarding, training, and the foundation for a long-term successful engagement. 

The SCSM is responsible for nurturing the relationship post-onboarding by creating customized relationship journeys full of proactive touch-points, continued training, learning, consultation, and acting as the Subject Matter Expert (SME) for the client and their usage of the XR Platform and services. Internally, the SCSM is the client’s advocate, working cross-departmentally with all groups that touch the client’s business to understand and improve products, services, workflows, communication, opportunities, or solutions for the client. This role is also revenue-responsible; instrumental to renewals, growth, and additional services or features where they fit into the client’s needs. 

Team members in this role are passionate about Clients and their experiences. They are strategic problem solvers: organized, analytical, and thoughtful. They are team players who are comfortable taking the lead or working independently. Their high EQ and interpersonal skills make them a trusted resource internally and externally, and they are frequently considered someone you can depend on for a creative solution, a thoughtful response, or a listening ear. 

Job Responsibilities: 

• Cultivate and own close client relationships with multiple stakeholders including C-level, executive personas, decision-makers, relationship owners, etc. 
• Create customized Customer Success plans for enterprise clients that dictate scheduled touch-points for proactive outreach, including weekly, monthly, or quarterly calls, video or in-person meetings. 
• Conduct and coordinate client onboarding sessions, as well as continued training sessions for the suite of XR products and offerings. 
• Drive client engagement, adoption, and retention by understanding client business needs and goals; helping them to high levels of success using XR products and services 
• Develop deep insight and knowledge of the client's teams and operational structure by building a network of relationships. 
• Utilize XR-supported analytical tools to monitor and analyze engagement, and operational and business progression, to provide recommendations and guidance based on data results, both to client and internal teams. 
• Present Quarterly Business Reviews (QBRs) to clients, and share suggestions and optimal solutions. 
• Proactively maintain a high knowledge level of all supported services, products, and projects for clients. 
• Advise clients of existing resources such as platform guides, knowledgebase articles, tutorials, and how-to-videos, or work with internal teams to create where needed. 
• Work with departmental leaders, product owners, and marketing to create personalized communication focused on company initiatives, changes or improvements to existing products in use, new features and products they might find useful, etc. 
• Represent the Voice Of the Customer (VOC) to provide input into core products, marketing, sales processes, and service improvements that may enhance the client experience. 
• Participate in the creation of interdepartmental support models, workflows, and standard operating procedures (SOPs). 
• Act as the Subject Matter Expert (SME) on client-specific items, including acting as an escalation point for internal teams on business rules and best practices. 
• Collaborate with and guide internal teams supporting clients or projects, including Activation Management & C