Customer Success Manager - North America

We are a global leader in Lead Generation and we power the growth of 200 clients across 15 countries in Europe & North America. We are lucky to have a team of 90+ experts with 13 different nationalities, working remotely and in our offices in France and the US.

We work alongside our clients’ marketing and sales teams to power their growth. Dolead runs paid marketing campaigns faster, integrates customer data with confidence and generates sales-ready leads at a fixed cost per lead.

Location: Based in our Boston area (Cambridge) office or fully remote from New York or Chicago.

Seniority note: This is a hands‑on, senior IC role with influence. You’ll lead complex programs, coach cross‑functional squads, and contribute to playbooks. Management scope can grow with the business.

What You’Ll Do:

Leveraging the sales process to drive revenue opportunities through relationships, data, industry knowledge, and strategic insights, the Customer Success Manager will:

• Own senior client relationships. Build trust with Marketing, Sales, and Revenue Operations leaders; align on goals, working cadence, and how we’ll measure success.
• Create quarterly success plans. Tie to the client’s objectives and define a focused set of metrics—gross revenue retention (GRR), net revenue retention (NRR), and customer‑acquisition‑cost (CAC) payback—plus leading indicators like lead‑acceptance rate and marketing‑qualified‑to‑sales‑qualified conversion (MQL→SQL).
• Make the funnel work end‑to‑end. Track cost per lead (CPL), lead quality, MQL, SQL, and pipeline; identify bottlenecks and coordinate fixes with Performance and RevOps.
• Accelerate onboarding. Target time‑to‑value (TTV) within 30 days; ensure lead routing works, service‑level agreements (SLAs) are respected, and feedback loops with Sales are active.
• Run clear business reviews. Lead monthly/quarterly business reviews (MBRs/QBRs) that tell a simple story: results, insights, risks, and the next actions we’ll take together.
• Grow and renew responsibly. Use evidence to propose expansions or upsells, run low‑effort tests to validate value, maintain a realistic forecast, and negotiate/close renewals with a clear return on investment (ROI) narrative.
• Keep a clean view of risk. Maintain an at‑a‑glance portfolio health report; communicate incidents transparently, run brief post‑mortems, and implement preventive actions to protect renewals and NRR.

Your Profile:

• 5+ years in Customer Success / Account Management with a sales‑driven mindset (upsell/cross‑sell ownership) in Adtech/Martech, Performance Marketing, or data‑driven SaaS.
• Proven ownership of mid‑market/enterprise accounts with executive stakeholders; strong negotiation and commercial acumen.
• You enjoy working with numbers and funnel analytics; bonus if you’ve used Looker / Tableau / Power BI.
• Comfortable presenting to clients regularly; concise written and verbal communication.
• Self‑motivated, proactive, and thrives in a fast‑paced environment.
• Nice‑to‑have: experience in digital advertising and/or the home‑improvement services vertical; familiarity with fixed‑CPL models, lead scoring/routing, and revenue operations.

Fluent in English.

How To Apply

Please share your resume and a short answer to the use case below:

Use Case (one paragraph): You inherit an account that renews in 90 days. In one paragraph, explain how you would quickly assess risk and create a simple plan to secure the renewal—who you would meet first, the 1–2 actions you would take immediately, and how you would communicate next steps.

Interview Process:

• Screening call with Florian (Talent Acquisition)
• Interview with Matt (Head of Sales) - Hiring manager
• Case study interview with Jonathan (Product Manager) & Matt 
• Final interview with Hadrien (General Manager)

What We Offer:

• 🤗 Healthcare: AETNA: individual & family - medical, dental, and vision plan & retirement Plan
• 🌴 Holidays: Flexible vacation time to promote a healthy work-life balance
• 💻 Remote policy: 2 days/week WFH (if you’re based in the Greater Boston area)
• 🌍 Multicultural environment: +13 nationalities globally
• 🥳 Culture: Fun company and team events!

Dolead wants to guarantee equality and an opportunity to all candidates. Therefore, all applications received are considered regardless of racial and ethnic origin, opinions or beliefs, gender, sexual orientation, health or disability.