Attentive

Lead Customer Success Manager, Strategic

Job Description

About the Attentive Team

Have you ever received a text message from your favorite brand with an incredible offer?  Did you know that text message marketing delivers the highest ROI of any marketing channel?  And that more customers than ever prefer to connect with brands via text?  That is what we do at Attentive.  We empower the world’s leading brands to engage with their customers at the right moment, with the right message. Our platform powers more than 400 million messages every day, approaching 100 billion annually.


About the Role

We are looking for a seasoned and strategic customer success professional to join our team as a Lead Customer Success Manager. In this role, you will drive the success of our most critical customer relationships, leading a portfolio of key accounts with a focus on maximizing value, fostering growth, and ensuring long-term retention. You will act as a trusted advisor to both internal teams and external customers, leveraging your expertise to drive innovation, overcome challenges, and exceed customer expectations.

As a Lead CSM, you will develop and execute comprehensive account plans, proactively manage risk, and collaborate with leadership across the business to deliver value and reduce churn. Additionally, you will play a key role in improving processes, leading thought leadership efforts, and mentoring the team in best practices for customer success.

This role is an opportunity to make a significant impact, leading the success of our most strategic accounts while shaping the future of Customer Success at Attentive.


What You’ll Accomplish
  • Own and nurture relationships with top-tier customers, ensuring alignment with their strategic goals and maximizing value from our solutions.
  • Develop and execute robust account strategies that drive mutual success, retention, and account growth.
  • Provide expert-level consultation, guiding customers on best practices in omni-channel marketing, retention strategies, and leveraging our product suite to drive business outcomes.
  • Manage accounts at scale while prioritizing key customer relationships based on complexity, investment, and commitment.
  • Proactively identify and mitigate risks through continuous engagement, red flag detection, and strategic intervention.
  • Lead executive engagement efforts, building relationships with key decision-makers and driving influence at the highest levels.
  • Serve as a mentor within the team, sharing best practices in objection handling, negotiation, and revenue growth strategies.
  • Advocate for customer needs internally by raising key insights to product teams and championing feature requests that drive long-term customer success.
  • Drive process improvements, enhance internal documentation (AP desks, project trackers, narratives), and elevate collateral to support customer success initiatives.
  • Thought leader in the industry, staying ahead of market trends and leveraging insights to advise customers and internal teams on economic and industry shifts.


    • Your Expertise
  • 7+ years of Customer Success, Account Management, or related experience, ideally within a marketing or SaaS company.
  • Proven ability to manage and grow strategic customer relationships, ensuring retention and revenue expansion.
  • Expert in mapping customer KPIs to success strategies using Attentive’s product suite.
  • Strong negotiation and objection-handling skills, with the ability to craft mutually beneficial pricing and discounting strategies.
  • Experience leading executive engagements and influencing decision-makers at the highest levels.
  • Ability to navigate complex accounts, proactively address risks, and drive long-term commitments.
  • Deep understanding of omni-channel marketing, advertising technologies, and key industry trends.
  • Highly proficient with Salesforce, customer service platforms (e.g., Catalyst), and other relevant CRM tools.
  • Strong communication, presentation, and analytical skills.


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