Customer Success Manager

Customer Success Manager

Overview:
Collage Group is the only cultural intelligence engine that fuses consumer, industry, and brand data to provide brands with insights on the why behind consumers’ behaviors – so they can act quickly to fuel growth.

At Collage Group, Customer Success Managers (CSMs) play a mission-critical role in delivering value to our clients, who include some of the world’s most recognizable Fortune 500 brands across industries such as retail, financial services, healthcare, tech, and more.

As a CSM, you own the servicing relationship and are responsible for the day-to-day management of the client experience. You will lead onboarding, guide client teams in applying our solutions, monitor and optimize platform usage, and ensure our insights and services are delivering measurable business value.

Responsibilities:

• Build trusted relationships with daily users and team leads, serving as the day-to-day contact for client success, adoption, and support
• Lead post-sale transitions including the Sales-to-CSM handoff, internal kickoff, and formal onboarding with platform walkthroughs and data tool training (e.g., Spark, CMP, fluen.ci)
• Conduct monthly customer check-ins to align on usage trends, progress against the Client Value Plan, upcoming needs, and to support the Account Director in preparing for strategic conversations like QBRs
• Develop, track, and report on Customer Health and Client Value Plans, using usage data to monitor engagement, identify risks, and surface growth opportunities
• Coordinate ad hoc insights and reporting requests, and manage client usage of entitlements like credits and SME hours to ensure full value realization
• Partner with Account Directors on renewals, expansions, and strategic account planning while escalating risks or red flags proactively
• Advocate for the client internally—capturing feedback, surfacing feature requests, and identifying trends across accounts to inform the product roadmap and company strategy
• Promote client participation in advocacy opportunities including webinars, case studies, testimonials, and events

Qualifications:

• 2+ years of experience in Customer Success, Account Management, Program Management, or other client-facing roles, ideally within SaaS, analytics, insights, or data-driven organizations
• Proven ability to manage customer relationships, including onboarding, engagement planning, and day-to-day support for mid-level stakeholders and end users
• Strong communication, presentation, and facilitation skills—you can explain complex tools and insights clearly to a variety of audiences
• Experience with customer health monitoring, usage reporting, and driving measurable value realization
• Highly organized and capable of managing multiple accounts and projects in a fast-paced, cross-functional environment
• Proficiency with CRM systems (e.g., Salesforce) and comfort using dashboards or success tools to track engagement and outcomes
• Team-oriented and proactive, with a service-first mindset and the ability to collaborate closely with Account Directors, Product, and Insights teams
• Bachelor’s Degree, in marketing, advertising, sales, or business, or comparable work experience.

Details regarding our benefits can be found on our Careers Page.

All full time direct employees must be authorized to work in the United States, and must be US-based. Please note that while we are happy to hire remote unless otherwise stated in the job description, we are only able to employ people in the following US States: CA, CO, CT, FL, GA, IL, IN, KS, MD, MA, MN, MO, NJ, NY, NC, OH, PA, RI, TN, TX, VA and DC.

About Us: Collage is the only AI-enabled cultural intelligence engine that provides brands with curated, actionable, cultural insights to accelerate revenue growth. Only Collage fuses consumer, brand and industry insights from 26 billion primary data points to provide brands with unparalleled depth of insights on the why behind consumers’ behaviors. The combination of the always-on, easy to use, updated daily tech platform with the best-in-class cultural strategists provides a unique competitive advantage for the world’s leading brands. Collage enables marketers and insights professionals to futureproof their brands, identify and win with the fastest-growing segments, increase brand resonance and loyalty, and authentically activate across all the marketing levers. Founded in 2009, culture has always been at the company’s core. Collage is a National Minority Supplier Development Council (NMSDC) certified minority-owned small business.

Collage Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.