Note: The job is a remote job and is open to candidates in USA. consumr.ai is a data technology company on a mission to reshape the global Market Research industry. They are seeking a Head of Customer Success for North America to own and grow client relationships, ensuring clients derive value from the platform while identifying opportunities for account growth and product adoption.
Responsibilities
- Own customer relationships across the North American market, ensuring clients are onboarded properly, supported effectively, and consistently deriving value from consumr.ai
- Build strong relationships with senior stakeholders across marketing, media, strategy, insights, innovation, and agency teams
- Understand each client’s business objectives and help them apply consumr.ai to relevant marketing, advertising, consumer understanding, and brand growth use cases
- Identify opportunities to expand usage across teams, brands, business units, and geographies within existing accounts
- Develop account plans for key clients, including stakeholder mapping, adoption goals, expansion opportunities, and renewal readiness
- Work closely with Sales and Leadership to support renewals, upsells, cross sells, and long term account growth
- Ensure that customer success is directly linked to commercial outcomes such as retention, usage growth, expansion revenue, and client advocacy
- Help clients understand how to use consumr.ai across practical business needs such as audience understanding, campaign planning, creative testing, brand positioning, concept validation, and consumer research
- Lead onboarding, training, and ongoing enablement sessions for client teams
- Track usage patterns, identify adoption gaps, and proactively engage clients before risks emerge
- Simplify complex platform capabilities into clear, business friendly language that clients can act on
- Bring strong working knowledge of how brands and agencies use data, audiences, media, creative, marketing technology, and consumer insights to make decisions
- Help clients connect consumr.ai outputs to marketing and advertising priorities, including campaign strategy, segmentation, messaging, creative performance, customer journeys, and brand growth
- Act as a strategic advisor who understands the client’s marketing environment, not just the software interface
- Share structured customer feedback with Product, Marketing, Sales, and Leadership teams
- Highlight recurring client needs, adoption barriers, competitive insights, and opportunities to improve the customer experience
- Support the creation of case studies, success stories, client proof points, and best practice materials where relevant
Skills
- 8 to 12+ years of experience in Customer Success, Strategic Account Management, Client Strategy, Account Growth, or Commercial Client Leadership
- Strong background in AdTech, MarTech, media, marketing analytics, digital advertising, marketing SaaS, or agency facing technology platforms
- Proven experience growing client accounts through adoption, relationship expansion, renewals, upsells, or cross sells
- Experience working with senior client stakeholders across brands, agencies, media teams, marketing teams, or digital transformation teams
- Ability to translate product capabilities into business value and communicate clearly with both senior executives and hands on users
- Strong commercial mindset with the ability to identify account growth opportunities and influence client decision making
- Comfortable working in a fast growing SaaS environment where processes are evolving and leaders are expected to build, improve, and execute
- Experience in Market Research, consumer insights, survey platforms, brand tracking, creative testing, social listening, audience intelligence, or customer analytics
- Existing network across North American brands, agencies, media companies, or marketing technology buyers
- Experience working with AI enabled platforms, data products, or insight driven SaaS solutions
- Prior experience building or leading a Customer Success function is an advantage
Company Overview