Strategic Customer Success Manager - MarTech / AdTech, US

At Branch, we power every touchpoint with links that work and insights that prove it. From click to conversion, we make growth measurable. Our unparalleled attribution, backed by AI-enhanced linking, is trusted to deliver seamless experiences that increase ROI, decrease wasted spend, and eliminate siloed attribution. We bring the same rigor to how we build our team, by empowering our people to move fast, own outcomes, and build something that matters. We take pride in making meaningful investments in our team’s health, wealth, and growth so individuals can thrive as we scale. Our culture values smart, humble, and collaborative teammates who take accountability and drive results in an environment where their work truly moves the business forward. We are innovative, scaling with purpose, and led by seasoned leaders who know how to build enduring companies. Trusted by brands like Instacart, Western Union, NBCUniversal, ZocDoc, and Sephora, we’re big enough to matter, small enough for you to make a real impact. If you’re excited by the grit of building, rapid learning, and shaping the future of customer growth, you’ll find your place here. Branch is looking for a seasoned Customer Success professional to join our Customer Experience team as a Strategic Customer Success Manager. This role is dedicated to our most significant, globally distributed customers — large, complex organizations with vast ecosystems that span every major region. You’ll act as their trusted advisor and the connective tissue between their business and Branch, accountable for governance, adoption, retention, and measurable impact across the entire relationship. Strategic accounts don’t behave like a typical book of business. They have decentralized buying centers, multiple business units, and intricate internal dynamics that demand deep, deliberate account management. As a Strategic CSM, you’ll operate a hyper-focused portfolio of named global accounts — running each as its own program, building multi-threaded relationships, orchestrating a cross-functional account team, and ensuring value is felt in every region you support. You’ll drive adoption through demonstrated value, protect and grow flagship revenue, and lead the high-stakes conversations — consolidation, build-vs-buy, executive alignment — that shape how these customers invest in their long-term measurement and linking infrastructure. This is a role for someone who thrives on complexity, operates comfortably with senior stakeholders, and knows how to turn a sprawling enterprise relationship into a durable, growing partnership. As a Strategic Customer Success Manager, you’ll get to: Own the full customer lifecycle for a focused portfolio of global, strategic accounts — running each as a tailored program with its own joint success plan, governance cadence, and value map. Embed as a trusted advisor across decentralized buying centers and multiple business units, building multi-threaded relationships up to the VP and C-level. Act as the “quarterback” for a global virtual account team — orchestrating Account Management, Solutions / Professional Services, Support, Product, and Engineering against a single account across all major regions. Design and scale AI-powered customer programs by identifying high-impact use cases, developing repeatable playbooks, and enabling customers to successfully adopt AI across their teams and business processes. Drive adoption and consumption growth by connecting Branch capabilities to each customer’s macro business strategy, and quantify impact across their business units and regions. Own expansion and upsell motions directly on retention-focused (Defend / Maintain) accounts, and partner closely with Account Management to drive growth on accounts with active net-new whitespace (Grow). Lead strategic success planning, QBRs, and EBRs tailored to each regional buying center, securing clear next steps on support tickets and feature requests. Guide high-stakes consolidation and “build vs. buy” evaluations that reshape how customers weigh internal engineering investment versus partnering with Branch. Navigate complex commercial and governance realities — custom MSAs, multi-BU and multi-region renewals, and procurement processes — and build the governance frameworks that keep sprawling accounts aligned. Build compelling demonstrations, executive presentations, and business value documents that articulate ROI and reinforce renewal and growth. Serve as the vital link between customers and Branch: set expectations proactively, surface and close gaps, lead customer communications, and support technical issue resolution alongside our specialist teams. You’ll be a good fit if you have: 6+ years of experience in Customer Success or strategic Account Management, including a proven track record of retaining and growing global flagship accounts (e.g., $1M+ ARR). 2+ years o