Customer Success Manager

Company Overview

We provide brands and agencies the most accurate incrementality measurement of their Commerce media investments and turn that understanding into actionable optimizations and planning solutions that drive 10-20% more sales from every dollar spent. We have a great time while doing it.

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Job Summary

We are seeking an experienced Customer Success professional to nurture and grow some of our most strategic customer accounts at Incremental. This role is critical to ensuring our customers realize ongoing value from our platform, renew and expand their partnership with us, and view Incremental as a trusted, indispensable partner in their retail media strategy. We are looking for someone who will act as the primary relationship owner post-implementation, driving adoption, retention, and growth across a portfolio of large, complex accounts while helping shape how our Customer Success function scales as we grow. We want to partner with someone who thrives in a fast-paced startup environment, is comfortable operating with a high degree of ownership, and wants to directly influence how our business scales. Strong relationship management, strategic thinking, and cross-functional collaboration skills, along with the ability to manage a diverse portfolio of enterprise accounts simultaneously, are crucial.

Key Responsibilities

• Own the customer relationship post-implementation, serving as the primary point of contact for a portfolio of strategic accounts.

• Develop deep knowledge of each customer's business, goals, and media/marketing operations in order to act as a trusted strategic advisor, not just platform support.

• Drive product adoption and engagement, ensuring customers are getting maximum value from Incremental's platform and capabilities.

• Lead regular business reviews (QBRs) with customer stakeholders, presenting performance insights, platform usage, and opportunities for growth.

• Identify and act on risk signals early, building and executing retention plans to protect renewals.

• Partner with Sales on renewal and expansion conversations, identifying upsell and cross-sell opportunities within existing accounts.

• Serve as the voice of the customer internally, surfacing feedback and feature requests to Product to help shape the roadmap.

• Coordinate cross-functionally with Product, Operations, Implementation, and Sales to ensure a seamless customer experience across the full lifecycle.

• Build strong, multi-threaded relationships across customer organizations, from day-to-day users to senior stakeholders.

• Support the development and continuous improvement of Customer Success processes, playbooks, and best practices as the team scales.

• Track and report on account health and retention to provide Leadership visibility into portfolio performance.

What We’re Looking For

• Experience in Customer Success or Account Management, or a related client-facing role at a SaaS company, with a track record of managing complex, high-value enterprise accounts.

• Retail media experience is a significant plus — familiarity with retail media networks, media measurement, or adjacent marketing/advertising technology will help you ramp quickly.

• Demonstrated success driving retention and expansion within an existing customer base.

• Excellent communication and presentation skills, with the ability to translate data and platform performance into clear business insights for both practitioners and executives.

• Strong project management skills and the ability to manage multiple accounts and priorities simultaneously.

• Comfort operating in ambiguity and building processes where none exists — this is a startup environment, and things will change.

• A collaborative mindset and willingness to work cross-functionally across Product, Sales, Operations, and Marketing.

Application Process

To apply, please submit your resume and a brief cover letter outlining your relevant experience and why you would be a great fit for our team to Erin Wilde at ewilde@incremental.com.