Customer Success Manager

Resonate is a leading provider of high-quality, AI-powered consumer data, intelligence, and technology, empowering marketers to create a more personalized world that increases customer acquisition and lifetime value. Our SaaS platform, Ignite, and our Data-as-a-Service (DaaS) offerings provide unparalleled insights into consumer motivations, values, and behaviors, enabling our clients to connect with their target audiences in more meaningful and effective ways. We are a dynamic and fast-growing company seeking passionate and innovative individuals to join our team!

Resonate is transforming marketing with AI-powered data and identity solutions that help brands connect more meaningfully with audiences. As consumer expectations evolve, we provide the deep insights organizations need to stay ahead by making data powerful, accessible, and actionable.

We have pioneered new ways to identify, understand, and engage highly targeted audiences by uncovering thousands of attributes that reveal their core values, beliefs, and motivations. Backed by passionate leaders, innovative engineers, and a driven sales team, Resonate is redefining what marketing intelligence can achieve.

As we continue to grow, we're looking for a passionate and forward-thinking Customer Success Manager (CSM) who's excited to make an impact in a high-growth, fast-moving environment. At Resonate, our CSMs are more than just account managers; they're strategic partners and trusted advisors. In this role, you'll take ownership of a portfolio of customers, guiding them through onboarding, driving adoption, and supporting long-term success with our solutions. You'll be central to delivering value, building strong relationships, and identifying opportunities for growth — all while ensuring every customer has an outstanding experience.

Key Responsibilities

Customer Success & Strategy

• Understand each customer's goals and define success criteria to ensure achievement of their desired business outcomes.
• Build and maintain strategic relationships across accounts, from key stakeholders to C-level executives.
• Promote maximum value from Resonate's platform, data, and services to meet client-specific needs.
• Identify and mitigate risks to client success through proactive planning and internal collaboration.
• Help customers quantify margin or revenue impact tied to Resonate solutions.
  
  

Onboarding & Adoption

• Deliver engaging onboarding experiences and foundational training for new customers and users.
• Drive platform adoption by aligning Resonate's capabilities with key customer use cases (e.g., acquisition, loyalty, competitive conquesting).
  
  

Campaign & Data Strategy

• Develop customer profiles that align with clients' target audiences.
• Support implementation of audience and campaign strategies tailored to specific KPIs.
• Oversee pixel implementation on client websites and/or media for tracking and performance insights.
• Coordinate platform data integration and manage execution across media, segmentation, and measurement projects.
  
  

Insights & Optimization

• Provide strategic recommendations leveraging Resonate's data, best practices, and reporting capabilities.
• Track and report performance against business objectives.
• Offer optimization strategies and actionable insights to improve campaign outcomes.
• Deliver post-campaign analysis and recommendations for future initiatives.
  
  

Cross-Functional Collaboration

• Partner with internal teams (Sales, Product, Marketing, Operations, Finance) to ensure client success and promote retention and expansion.
• Contribute thought leadership and feedback from the field to shape Resonate's go-to-market strategies.
  
  

Qualifications & Experience Requirements

• 2+ years of experience in the digital advertising ecosystem, including campaign performance and programmatic advertising.
• Strong ability to uncover needs and provide strategic, consultative solutions.
• Proven experience building and managing client relationships.
• Comfortable leading trainings, workshops, and strategic discussions.
• Excellent communication, organization, and presentation skills.
• Proficient in Salesforce, Excel, PowerPoint, and Word.
• Bachelor's degree required.
• Willingness to travel up to 25%.
  
  

Personal Success Characteristics

• A strategic problem-solver who thrives on helping customers succeed.
• A collaborative team player who values accountability and professionalism.
• Self-motivated with a desire for continuous learning and growth.
• Adaptable and tech-savvy—you pick up new tools quickly and use them efficiently.
  
  

Resonate Attributes

At Resonate, we care about more than your experience on paper. We look for teammates who bring the right mindset and ways of working to help us do great work, together. The Resonators who thrive here embody these qualities:

• Ownership: You take initiative, follow through, and hold yourself accountable.
• Collaboration: You value working with others and building strong, respectful relationships.
• Adaptability: You stay steady through change and adjust when needed.
• Growth Mindset: You're open to learning, feedback, and trying new things.
• Customer Focus: You keep the end user in mind and aim for impact.
• Clear Communication: You express ideas simply and listen to understand.
• Integrity & Empathy: You act with honesty and consider the people around you.
• Strategic Thinking: You focus on what matters most and work with purpose.
• Drive: You show up motivated and ready to move things forward.
• Readiness: You bring the skills to contribute meaningfully from day one.
  
  

These attributes are the foundation of how we work and grow together!

Benefits

Besides the opportunity to work alongside smart, fun, and hard-working colleagues at Resonate, you'll also enjoy uncapped growth potential, the chance to have a meaningful impact on the company, and the opportunity to work on cutting-edge, AI-powered marketing data and identity solutions that are forever changing the industry. From a competitive 401(k) match to an Open PTO policy that encourages real time off, we're committed to creating an environment where our team members can thrive both inside and outside of work. Our comprehensive benefits package is designed to meet the diverse needs of our employees and their families. A full list of benefits is shared with candidates following their initial conversation with our HR team, so you'll have a clear understanding of the support and resources available to you as part of the Resonate team.

Location

At Resonate, we take a remote-first approach to work, offering a flexible environment that empowers our team to collaborate seamlessly across different locations. While we embrace remote work, we also encourage thoughtful and intentional in-person collaboration to foster connection and teamwork when needed. Whether you're working from home or joining us in one of our state-of-the-art offices, you'll have the tools and resources you need to succeed.

Resonate is headquartered in Reston, VA, with offices in New York City and Washington, D.C.

Our EEO Statement:

Resonate is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outline by federal, state, or local laws.

Find out more about our story at www.resonate.com.