Lead Customer Success Manager

Lead Customer Success Manager

This opportunity is at FreeWheel, a Comcast Company, and will be dedicated to Freewheel Buyer Cloud, our Demand Side Platform (DSP) programmatic offering. The Customer Success team acts as the day-to-day point of contact for self-serve buyers on the Buyer Cloud platform. We use our deep domain knowledge, system expertise, and close engagement with our clients to ensure Buyer Cloud is meeting our clients' critical business challenges and evolving needs.

Reporting to the Senior Manager, Customer Success, we are seeking a Lead Customer Success Manager to oversee a strategic portfolio of accounts and support the development of Customer Success Managers on the team. This role bridges the tactical and strategic aspects of customer engagement, combining hands-on account management with mentoring responsibilities to ensure the retention, growth, and satisfaction of our clients.

As a Lead Customer Success Manager, you will serve as a subject matter expert on the Buyer Cloud platform, providing advanced consultative guidance to our clients while fostering a collaborative, high-performing team culture. You will also act as a key point of escalation for complex client challenges and collaborate with cross-functional teams to align customer goals with our platform capabilities. This position is ideal for someone who is technically savvy, highly customer-centric, and eager to grow their leadership skills in a fast-paced, evolving environment.

What You'll Be Doing :

• Manage a portfolio of key accounts, focusing on retention, growth, and satisfaction.
• Act as a trusted advisor, providing advanced guidance on campaign strategy, optimization, and best practices.
• Proactively identify and recommend platform features and solutions to enhance client success.
• Mentor and coach Customer Success Managers to improve their performance and technical expertise.
• Support the onboarding and training of new team members, ensuring alignment with team standards and objectives.
• Provide feedback to the Senior Manager, Customer Success, on individual and team development needs.
• Serve as a liaison between clients and internal teams (Engineering, Product, Account Management, and Support) to ensure timely and effective issue resolution and feature delivery.
• Deliver insights on client needs, challenges, and opportunities to inform product roadmaps and go-to-market strategies.
• Act as the primary point of escalation for complex client issues, ensuring swift and satisfactory resolution.
• Partner with support and engineering teams to triage and troubleshoot platform challenges.

Who You Are :

Employees at all levels are expected to :

Skills : Account Management, Cross-Functional Teamwork, Customer Engagement, Customer Success.

Compensation : Primary Location Pay Range : $93,848.65 - $140,772.98.

Education : Bachelor's Degree. While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.