Senior Customer Success Manager

Senior Customer Success Manager

ISMG is a global intelligence firm and media powerhouse, leading the way in cybersecurity, enterprise IT, and digital transformation. With 10+ brands, 38 digital media properties, and over 400 premier events annuallyISMG connects a network of over 2M executives, decision-makers, and innovators with the insights and opportunities they need to stay ahead.

We are not just evolvingwe're accelerating. By expanding our solution offerings and enhancing our go-to-market strategies, we're entering one of the most exciting phases in our company's growth. This is the moment to join us.

The Opportunity

We are seeking an experienced and strategic Senior Customer Success Manager to join our growing Digital Campaigns team. This role is ideal for someone who thrives in client-facing environments but is also ready to take on added responsibility as a deputy to the manager, helping to guide and mentor team members as a lead while driving operational excellence. In this role, you will not only manage key client relationships and ensure delivery of world-class marketing campaigns, but also play a pivotal part in scaling our customer success function. You will help shape engagement strategies, identify opportunities for innovation, and foster collaboration across teams to maximize client outcomes. This position offers clear growth into a formal leadership role as ISMG continues to expand.

Responsibilities

• Serve as a senior point of contact for digital marketing clients, fostering trusted, long-term relationships that drive satisfaction, retention, and account growth.
• Act as a deputy to the Customer Success Manager, providing mentorship to junior team members and supporting management in driving performance and process improvement.
• Conduct strategic business reviews and discovery sessions with clients to uncover business objectives, align campaign goals, and position ISMG as a consultative partner.
• Proactively monitor campaign performance, providing insights and recommendations to optimize results and address risks before they escalate.
• Identify upsell and cross-sell opportunities, working with sales and marketing teams to create tailored expansion plans.
• Collect and analyze customer feedback to inform product development, campaign innovation, and service enhancements.
• Partner cross-functionally with sales, marketing operations, product, and customer support to deliver a seamless, high-value client experience.
• Support leadership in refining team processes, setting standards for client engagement, and contributing to the long-term strategy of the Customer Success function.

Qualifications

Why Join ISMG?

Located in our Princeton, NJ or NYC office (on-site Mon-Fri). Exact compensation varies based on experience level.