Customer Success Manager, Agency

About this role

ABOUT SCRUNCH

Scrunch https://scrunchai.com/, a Sitecore company, is on a mission to bring brands to an AI-first future—where people increasingly rely on LLMs to discover, understand, and act on information that matters to them.

As AI search and conversational agents replace traditional web search and browsing, Scrunch helps marketing teams rethink how their products and services are discovered and surfaced on AI platforms like ChatGPT, Claude, Gemini, and more—working with AI platforms, not against them. This shift represents the biggest change to marketing since the dawn of the internet.

Today, more than 500 paying brands—including Fortune 500 companies like Lenovo, category-defining brands like Akamai, ADP, Lenovo and breakout startups like Clerk—use the platform.

ABOUT THE ROLE:

We’re looking for a Customer Success Manager, Agency with a strong agency focused background to help our agency partners adopt and get maximum value from our AI Search visibility platform. You’ll serve as the connective tissue between our technology and our users—ensuring clients not only succeed but become champions of our product.

WHAT YOU’LL DO:

- Act as the main point of contact for agency partners to deliver an exceptional customer experience, foster long-term strategic partnerships, and help maximize the impact of our cutting-edge generative AI search optimization software solution.

- Translate platform data into strategic recommendations tailored to each client’s business goals and industry dynamics to drive measurable improvements in visibility and optimization.

- Guide clients through education and adoption journeys—ensuring high engagement, retention, and satisfaction.

- Conduct quarterly business reviews and content strategy sessions focused on optimizing content visibility, organic growth, and AI-discovery performance (ChatGPT, Perplexity, etc.).

- Help agency partners position and sell Scrunch to their own clients, equipping them with the language, data, and talking points that resonate with how agencies pitch and retain business.

- Apply strategic playbooks and scalable processes to manage account volume without sacrificing quality of client relationships.

WHAT WE’RE LOOKING FOR:

- 2+ years in customer success or account management, with experience either working directly for a marketing/creative agency, or working closely with agencies in a prior role (e.g., agency-facing sales, partnerships, or CS at a martech/adtech company).

- A real understanding of how agencies think and operate: client servicing models, account team structures, retainer/scope dynamics, margin pressure, and how they evaluate and pitch new technology to their own clients.

- A builder mentality; you spot gaps, figure out solutions, and bring them to the broader team so they can be scaled into repeatable efficiencies rather than one-off fixes.

- Strong communication skills—you can turn technical insights into persuasive, strategic action plans for clients.

- Experience working in early-stage startups or SaaS environments, where you’ve helped define new processes and customer success strategies.

- Team first oriented mindset—you collaborate effectively across product, sales, and marketing to drive customer success.

WHAT SUCCESS LOOKS LIKE:

- Proactively ensure that clients measure and achieve their desired outcome with our software solution.

- Development and maintenance of strategic account plans for every client to ensure clear alignment on their priorities and value drivers

- Onboard clients promptly to ensure they start receiving value from their investment in our platform

- Influence clients to adopt our platform and integrate it into their regular workflows leading to account expansion opportunities.

- You’re seen as a trusted advisor and key strategic partner to both your clients and our internal teams.

BENEFITS FOR FULL-TIME US EMPLOYEES:

💝 Wellbeing: Medical, dental, vision, and life & disability insurance 🧸 Family support: Paid parental leave when life's biggest moments happen 🏠 Setup: Home office stipend so your workspace doesn't suck 🖥️ Remote support: Phone and internet reimbursement 📚 Growth: L&D budget for courses, conferences, and whatever makes you sharper 🏖️ Time off: Flexible PTO — take what you need, we trust you 🌱 Financial wellness: 401(k) 🤝 Connection: Team offsites and a crew that genuinely likes each other

Scrunch is an equal opportunity employer. We welcome people of all backgrounds, experiences, perspectives, and identities. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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