Senior Customer Success Manager, Strategic - East

Attentive® is the AI marketing platform for 1:1 personalization redefining the way brands and people connect. We’re the only marketing platform that combines powerful technology with human expertise to build authentic customer relationships. By unifying SMS, RCS, email, and push notifications, our AI-powered personalization engine delivers bespoke experiences that drive performance, revenue, and loyalty through real-time behavioral insights. Recognized as the #1 provider in SMS Marketing by G2, Attentive partners with more than 8,000 customers across 70+ industries. Leading global brands like Crate and Barrel, Urban Outfitters, and Carter’s work with us to enable billions of interactions that power tens of billions in revenue for our customers. With a distributed global workforce and employee hubs in New York City, San Francisco, London, and Sydney, Attentive’s team has been consistently recognized for its performance and culture. We’re proud to be included in Deloitte’s Fast 500 (four years running!), LinkedIn’s Top Startups, Forbes’ Cloud 100 (five years running!), Inc.’s Best Workplaces, and the Human Rights Campaign Foundation's Corporate Equality Index! About the Role We are looking for an experienced customer success professional to join Attentive as a Senior Customer Success Manager. You will lead the overall customer strategy for a portfolio of Strategic accounts, shaping program direction, improving performance, and mobilizing the right resources to drive measurable business outcomes and long-term growth across Attentive’s platform. You will consult and lead on strategy across the customer lifecycle, bringing together Account Management, Services, and technical and product partners to align priorities, clarify ownership, and drive program and account growth. You will translate performance insights into recommendations that strengthen customer value, adoption, and retention while building and growing key client relationships. This role offers the autonomy and latitude to lead complex accounts, exercise sound judgment, and build trusted relationships with executive sponsors and day-to-day teams. You will represent Attentive in business reviews, onsite and in-person meetings, functions, and strategic customer conversations. This hybrid role is based in our New York office, with in-office collaboration Tuesday through Thursday each week. What You’ll Accomplish • Build and maintain strategic success plans with clear business goals, success measures, priorities, owners, and milestones. Keep customers and internal partners aligned on key initiatives. • Advise customers on lifecycle marketing strategy across acquisition, engagement, conversion, and retention, connecting SMS, email, and AI-powered capabilities into a cohesive program. • Coordinate Account Management, Services, and technical and product partners around the customer strategy. • Develop relationships across executive sponsors, marketing leaders, and technical stakeholders. Lead business reviews and working sessions that connect performance to business priorities and secure decisions and next steps. • Translate program performance into clear recommendations, testing priorities, and business cases. Assess measurement limitations and evaluate opportunities in the context of customer goals, budgets, and expected returns. • Maintain accurate revenue and renewal forecasts in partnership with Account Management, using customer usage, performance, and stakeholder signals. Identify risks early, communicate them clearly, and lead coordinated mitigation plans. • Identify expansion opportunities through customer goals and unmet needs. Partner with Account Management and specialists to build value-based recommendations, define success criteria, and support meaningful adoption. • Translate customer feedback and integration needs into clear business requirements for product and technical partners. Help customers build the knowledge and practices to sustain success, and share effective approaches with the team. Your Expertise • 5+ years of experience in Customer Success or Account Management, ideally in marketing technology or SaaS, with demonstrated success managing complex enterprise customers. • Strong understanding of lifecycle marketing and growth and retention strategies, with depth in SMS or email and the ability to advise across channels. • Experience collaborating with commercial, Services, product, and technical teams to translate customer needs into coordinated solutions and measurable outcomes. • Strong analytical and commercial judgment: you can interpret performance data, ask thoughtful questions about measurement, and turn insights into actionable recommendations. • Ability to influence stakeholders, navigate ambiguity and competing priorities, and independently drive complex account plans forward. • Clear, confident communication with executive and operational audiences, strong organization, and consistent follow-through on decisions and commitments. • Experience using Salesforce or a comparable CRM, customer success platforms, and reporting tools to maintain reliable account plans, forecasts, and risk visibility. • Curiosity about emerging marketing technology and AI-powered customer experiences, with the ability to learn new capabilities and assess their relevance to customer goals. You'll get competitive perks and benefits, from health & wellness to equity, to help you bring your best self to work. For US based applicants: • The US base salary range for this full-time position is $100,000 - $150,000 annually + commission + equity + benefits • Our salary ranges are determined by role, level and location #LI-AL1 By applying for this position, your data will be processed as per Attentive's Privacy Policy. Attentive Company Values Default to Action - Move swiftly and with purpose Be One Unstoppable Team - Rally as each other’s champions Champion the Customer - Our success is defined by our