Senior Customer Success Manager (New York)
AppsFlyer helps brands make good choices for their business and their customers with its advanced measurement, data analytics, deep linking, engagement, fraud protection, data clean room, and privacy-preserving technologies. Built on the idea that brands can increase customer privacy while providing exceptional experiences, AppsFlyer empowers thousands of creators and 10,000+ technology partners to create better, more meaningful customer relationships.
We’re looking for a Senior Customer Success Manager to join our New York City office and support a portfolio of Enterprise customers in North America. This is a high-ownership role focused on driving measurable customer value, retention, and growth through product adoption, solving problems proactively, and partnership with sales.
As a Senior CSM, you act as a strategic advisor and growth partner to your customers while also contributing to the success of the broader Customer Success team. Our CS culture is customer‑obsessed and results‑driven. We coach for impact, operate with rigor, and influence at scale across Sales, Product, and Marketing.
What You’ll Do:
- Client Value Realization: drive customer outcomes, and product adoption across your team’s portfolio of customers. Partner with Sales to mitigate client risk and run expansion motions across strategic Enterprise customer segments, leading to improved Gross Revenue Retention and Net Revenue Retention.
- Ability to travel 33% onsite to customers and key internal onsites.
- Own the post-sales relationship, in conjunction with your sales partner, for a portfolio of customers focused in North America to drive retention and growth.
- Lead onboarding, training, and enablement sessions, translating complex AppsFlyer products and data concepts into clear, actionable outcomes for customers.
- Conduct regular check-ins, usage reviews, and strategic syncs to ensure engagement and satisfaction.
- Run Executive Business Reviews (EBRs) with senior customer stakeholders to showcase impact and align on goals.
- Act as a growth partner by understanding customers’ business goals and analyzing customer data to surface insights, identify mutual growth opportunities, and recommend optimizations to drive measurable value realization.
- Capture feedback and work closely with Product, R&D, and Support teams to drive improvements.
- Actively support renewal conversations and identify opportunities for feature adoption or account expansion.
- Lead customer issue management by proactively identifying risks, coordinating cross-functional resources, and driving issues through to resolution.
- Collaborate with internal teams, including Sales, Product, and Support, to deliver customer outcomes.
- Act as a mentor and force-multiplier for other CSMs by sharing best practices and contributing to team initiatives.
What you have:
- 5+ years of experience in Customer Success, Account Management, or a client-facing SaaS or digital/mobile agency role.
- Proven ability to manage complex customer relationships and influence retention and growth outcomes.
- Strong communication skills with executive, technical, and business audiences.
- Experience with attribution, data, and digital advertising in a mobile and/or omnichannel world. Understanding of SDK’s, API’s and mobile attribution tools.
- Analytical thinker, comfortable working with data and turning insights into action.
- Proactive and solutions-driven with high autonomy, ownership, and ability to operate in ambiguity.
- Comfortable working in a fast-paced, multicultural, and evolving environment.
- Tooling: MMP's, attribution and SaaS marketing/remarketing technologies, including the technical experience required to guide customers through implementation.
- Demonstrated ability to leverage AI tools (e.g., ChatGPT, Claude) to drive efficiency and scale across customer-facing workflows - from account research and data synthesis to communication and strategic planning.
For our US-based candidates, the expected On Target Earnings (OTE) are between $168k and $188k (including bonus or commission). The offer varies on many factors including market location, job-related knowledge, skills, experience, interview results, references, etc.
As a global company operating from 25 offices across 19 countries, we reflect the human mosaic of the diverse and multicultural world in which we live. We ensure equal opportunities for all of our employees and promote the recruitment of diverse talents to our global teams without consideration of race, gender, culture, or sexual orientation. We value and encourage curiosity, diversity, and innovation from all our employees, customers, and partners.