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Customer Success Manager
Customer Success ManagerFospha • Austin, TX, US
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Customer Success Manager

Customer Success Manager

Fospha • Austin, TX, US
[job_card.30_days_ago]
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  • [job_card.full_time]
[job_card.job_description]

Customer Success Manager

Ready to own the customer journey and transform it from post-sale support into a trusted partnership that guarantees measurable ROI?

Do you thrive on turning complex marketing data into clear, actionable, revenue-driving strategies for customers?

Excited to leverage internal GenAI tools to streamline and revolutionize core Customer Success workflows?

If so, we would love to hear from you!

About Us

Fospha is dedicated to building the world's most powerful measurement solution for online retail. For over 10 years, we've been pioneering privacy-safe, full-funnel marketing measurement, empowering all teams to make smarter decisions.

Our platform unites Finance, Marketing, Data, and Leadership with a shared view of performance and profitabilitycombining full-funnel measurement, forecasting, and optimization. With Fospha, every team moves faster and grows smarter.

Trusted by over 200 leading brands across three continents, including Free People, Gymshark, and Callaway Golf, Fospha manages $2.5 billion in annual ad spend. We're scaling fast across London, Mumbai, and Austinand we're on the lookout for ambitious Customer Success Managers to jump in and help us build the world's most powerful marketing measurement solution. Ready to make your mark? Let's go!

The Role

As a Customer Success Manager, you'll play a critical role in ensuring every customer realizes measurable value from Fospha. You'll own the customer journey post-salefrom onboarding and implementation through to adoption, value realization, and renewal readiness.

You'll work in close partnership with Account Managers, who lead commercial strategy and renewals, while you focus on building trusted relationships, delivering insights, and ensuring customers achieve their desired outcomes.

This role is ideal for someone with 23 years' experience in SaaS customer success, digital marketing technology, or an adjacent analytics / product rolesomeone who thrives on solving problems, driving outcomes, and helping customers translate data into impact.

Key Responsibilities

Implementation & Onboarding

  • Coordinate the full onboarding process for new customers, ensuring a smooth technical setup, data validation, and alignment to success goals.
  • Build and manage onboarding project plans, coordinating internal teams (Product, Data, Onboarding, Support) to deliver on time.
  • Run customer training sessions to ensure adoption and confidence across all users.

Value Realization & Account Health

  • Translate customer goals into clear success metrics and regularly track progress against these.
  • Build and maintain Mutual Success Plans, aligning customer and Fospha stakeholders on objectives, actions, and KPIs.
  • Deliver regular insight and optimization sessions with marketing teams, helping them turn Fospha data into action.
  • Be an expert in the productproactively share relevant feature updates, best practices, and learning resources.

    • Cross-Functional Collaboration

  • Partner closely with Account Managers on QBRs and strategic account reviews : you'll own the data, insights, and success story; they'll lead commercial alignment and growth.
  • Work with the Product team to surface customer feedback, feature requests, and emerging needs.
  • Collaborate with internal operations and analytics to continuously improve onboarding, health scoring, and success planning workflows.

    • Continuous Improvement

  • Leverage GenAI and Fospha's internal AI tools to streamline reporting, insight generation, and workflow management.
  • Contribute to evolving CS best practices and documentation.
  • Support scaled delivery initiatives across account tiers to improve efficiency and consistency of the customer experience.

    • What We're Looking For

    You'll thrive in this role if you :

  • Have 23 years' experience in Customer Success, Account Management, or a SaaS implementation or marketing analytics role.
  • Are an excellent communicator with strong relationship-building skills across both marketing and technical stakeholders.
  • Love solving complex problems and turning data into actionable insights.
  • Are highly organized and can manage multiple projects, priorities, and customer relationships simultaneously.
  • Have strong analytical skillscomfortable interpreting performance data and building recommendations.
  • Are proactive, curious, and genuinely motivated by helping customers succeed.
  • Bring a commercial mindsetyou think about value, ROI, and how to make adoption stick.
  • Have familiarity with marketing technology, attribution, or digital media platforms (preferred).

    • Our Values & Principles

    You will be able to demonstrate examples of our core principles :

  • Seek inclusion & diversity : We create an environment where everyone feels welcome, and people are encouraged to speak and be heard.
  • Work Hard, Work Well, Work Together : We take responsibility for making things happen, independently and together; we help colleagues in need and close loops, making sure our work is complete and has lasting impact.
  • Grow : We are proactive, curious and unafraid of failure.
  • Customer at the heart : We care about the customer, feel their pain and love building product that solves their biggest problems.
  • Candour with caring : We deliver candid feedback with kindness and receive it with gratitude.

    • Above all, our people show a willingness to work together and get their hands dirty to deliver product success, which means our customers are successful!

    What We Offer

  • Competitive salary and bonus
  • Opportunities for learning and development within the Blenheim Chalcot venture network
  • Travel to our London HQ and cross-team
  • 25 days PTO including 11 federal public holidays
  • Your birthday off
  • 401k
  • Daily office snacks and treats

    • The Process

  • 20-minute screening call with Talent
  • Take-home task (customer scenario + data interpretation)
  • Team interview
  • Final interviews with Fospha SLT
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