Customer Success Manager

JOB OVERVIEW:

Kevel is a remote-first company that values collaboration, innovation, and transparency. As an Enterprise Customer Success Manager, you’ll work closely with some of the world’s largest and most innovative retail media companies, helping them achieve their goals while driving their success and renewed business. We foster an inclusive environment where team members are empowered to grow, make an impact, and bring their unique perspectives to work every day.

Our Enterprise Customer Success Managers own our customer relationships, acting as trusted advisors to provide both strategic guidance and coordination of technical solutions in collaboration with internal teams. They work closely with enterprise clients to align Kevel’s platform capabilities with their business objectives, ensuring adoption, retention, and growth. As our team grows, we are looking for an Enterprise Customer Success Manager to lead the relationship with some of our largest and most strategic customers. This role requires a deep understanding of customer goals, the ability to translate complex ad tech and retail media concepts into actionable strategies, and the leadership to advocate for customer needs within our organization. The ideal candidate will excel at driving business reviews, identifying opportunities for expansion, and fostering partnerships that result in measurable success for both our customers and Kevel.

LOCATION: Remote - United States (EST locations preferred). This position is 100% remote. Applicants located anywhere within the EST timezone of the United States are encouraged to apply. Applicants located in the US must be legally eligible to work within the United States. *Candidate must be willing to work west coast hours and support our west coast customers.*

PAY TRANSPARENCY: Kevel uses external, third-party market data to determine compensation for all open positions. Our compensation philosophy is based on the candidate’s specific working location and experience level.  This means that we will take a no negotiation approach in our recruitment and offer processes. We believe this is an important step in living our value of embracing diversity while underlining our commitment to fair, equitable and inclusive pay practices.

The pay range for this position is between $140,000 - $165,000 USD. An exact offer for this position will be determined based on the candidate's working location and experience level, in relation to our existing team.

In regards to candidate location in the US specifically, Kevel currently uses validated external data sources to determine which US locations are considered higher cost of living metropolitan areas compared to others. Candidates are welcome to reference the following chart to get a general sense of where they may fall within the pay range based on US location.

Highest Cost of Living Locations (Top of pay range)

Mid Tier Locations 

(Middle of pay range)

US Average Locations 

(Bottom of pay range)

San Francisco Bay Area, CA

New York, NY (+NJ)

Honolulu, HI

Boston, MA (+CT, RI)

Washington, DC (+MD)

Los Angeles, CA 

Seattle, WA

San Diego, CA

Chicago, IL

Portland, OR

Miami, FL

All other locations

All compensation packages include the additional benefits as described in the 'Why you'll love working with us' section below. We also have a transparent ‘Total Rewards Philosophy’ we’d be happy to share with you which describes our overall approach to compensation and benefits in full detail! Our recruitment team can share more about this with you in an initial phone interview and will be happy to answer any questions you have related to compensation at Kevel! 

WHAT YOU'LL ACCOMPLISH:

• Build and nurture long-term relationships with executives at our Enterprise companies, acting as their trusted advisor and primary point of contact.
• Drive customer success by deeply understanding their business objectives, challenges, and goals, and aligning Kevel’s platform capabilities to meet their needs.
• Manage and own the customer relationship for ~15+ Enterprise accounts, ensuring their satisfaction, adoption, and growth.
• Gain customer trust by developing expertise in Kevel’s products, the customer’s integration, and their broader ad tech and retail media strategies.
• Partner closely with Solutions Architects to ensure the seamless onboarding and implementation of new customers, setting them up for long-term success.
• Proactively identify opportunities for expansion, optimization, and potential risks, collaborating with Account Executives and Solutions Architects to develop tailored growth and retention plans.
• Lead strategic business reviews and performance discussions with executive stakeholders, delivering insights and recommendations to maximize the value of their ad programs.
• Act as the voice of the customer to Kevel's Product and Engineering teams, advocating for solutions to address customer pain points and drive innovation.
• Stay informed on industry trends in retail media and ad tech, and provide customers with actionable insights to enhance their ad business and drive revenue growth.

SKILLS YOU'LL BRING WITH YOU:

• Minimum 3-5 years of experience as an Enterprise Customer Success Manager or similar role, managing large, complex accounts, delivering high NRR and measurable customer outcomes.
• A strong understanding of the advertising ecosystem and direct experience in retail media is required, along with the ability to quickly learn and apply complex technical concepts in ad tech.
• Proven ability to proactively manage and grow enterprise customer relationships, aligning their business goals with your company’s solutions.
• Strong experience conducting impactful QBRs and presentations for executive stakeholders, with the ability to confidently communicate insights, opportunities, and strategic recommendations.
• Exceptional communication and interpersonal skills, with the ability to build trust and credibility with both technical teams and C-Suite executives.
• High emotional intelligence (EQ) to anticipate customer needs, navigate challenging conversations, and foster long-term partnerships.
• A proactive, self-starter attitude with the ability to independently identify opportunities, risks, and next steps to drive customer success and retention.
• Proven ability to thrive in a remote-first environment, managing multiple priorities effectively while maintaining a customer-focused mindset.
• Strong analytical skills to interpret data, identify trends, and provide actionable insights that improve customer performance and drive revenue growth.
• Candidate must be willing to work west coast hours and support our west coast customers.

WHY YOU'LL LOVE WORKING WITH US:

• Fully Remote Team: We are a 100% remote work environment with employees located around the world. You are welcome to work from home, one of our offices, a WeWork office, or an equivalent co-working space.
• Flexible Working Hours: We understand our employees have their own lives, responsibilities and working preferences. We trust our employees to communicate with their managers, and work when they work best.
• Paid Health Benefits: 100% employer paid health benefits for you and your entire family. 
• Savings opportunity for the Future: Kevel offers retirement savings plans with employer contributions so employees can save toward future financial objectives. 
• Rest and Relaxation: Unlimited personal time off - and we mean it! We trust our employees to take the time they need, whenever they need it. We also offer Paid Holidays + a Kevel Holiday Break (from 12/24 - 1/1 every year!)
• Monthly Wellness Days: Kevel offers one wellness day per month that the whole company takes off together. This helps us rest and recharge as a team, and prioritize the mental health and well-being of our employees.
• Kevelfest: Our annual corporate retreat! The entire Kevel team gets together once a year for a four - day in - person event filled with collaboration, team building, celebration and fun! 
• Home Office Stipend: You’ll receive a new windows or mac machine (your choice) + a $500 home office allowance to purchase what you need to set up your work space properly!
• Parental Leave Support: We support all parents with salary continuation and benefits when our employees are growing their families.
• Free press benefits: Kevel believes all employees should have access to legitimate news sources. You’ll receive a $300 annual allowance to subscribe to the news source of your choice.
• You’ll work with an award winning team! We’ve won numerous Best Places to Work Awards for several years and counting! We’ve also won many awards for our Innovation, Business Intelligence, and our best-in-class products (Software of the Year, Cloud Company of the Year, Best Ad Tech and API Innovator). 
• Full transparency. We embrace transparency and encourage you to read more about what we value through our Company Constitution and Employee Bill of Rights, our About Kevel page, and Careers Page.

Hiring Guidelines by Country: Kevel hires new team members in countries around the world. Some roles may carry specific location-based eligibility requirements. Our Recruitment Team will share the specific benefits that are available in your location, and can help answer any questions about location specific eligibility requirements and benefits after the recruitment process begins. 

ABOUT KEVEL 

Kevel (previously Adzerk) offers the infrastructure APIs needed to quickly build custom ad platforms for sponsored listings, internal promotions, native ads, and more. We are committed to helping publishers drive new revenue and take back the Internet from ad tech giants like Google, Amazon, and Facebook. 

Kevel was founded in 2010 in Durham, North Carolina. We embrace remote working culture with our entire team being spread across the United States, United Kingdom, Portugal and Singapore! Kevel is proud to be an inclusive workplace with one goal in common — we want to make the internet a better place. 

ALL APPLICANTS ARE WELCOME, EXACTLY AS YOU ARE

We’re building a global community - one that’s safe for people of all backgrounds and walks of life. Our policies and way of working are guided by our core values of inclusivity, trust, empathy, and respect. We know we have more work to do, but firmly believe that our work is at its best when everyone feels free to be their most authentic selves. 

Kevel is an equal opportunity employer, and we’re proud of our ongoing efforts and commitment to creating a diverse, inclusive, and transparent workplace where everyone feels respected, heard, safe and accepted. At Kevel, we embrace our differences and consider diversity a superpower that drives the success of our organization. 

Individuals seeking employment at Kevel are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law.