[Hiring] Customer Success Manager @Collage Group

Role Description

Collage Group is the only cultural intelligence engine that fuses consumer, industry, and brand data to provide brands with insights on the why. 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 1000 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.

Requirements

• All full-time direct employees must be authorized to work in the United States, and must be US-based.
• 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.

Benefits

• Premium medical, dental, and vision coverage for you and your loved ones.
• Generous PTO program that includes 12 company holidays, a floating holiday, and a dedicated day for you to give back to a cause you love.
• 8 weeks of fully paid parental leave for all parents, regardless of path to parenthood.
• Competitive 401(k) match.

Company Description

Collage is the only AI-enabled cultural intelligence engine that provides brands with curated, actionable, cultural insights to accelerate revenue growth. 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.