Senior Customer Success Manager

AppsFlyer helps brands make good choices for their business and their customers with its advanced measurement, data analytics, deep linking, engagement, fraud protection, data clean room, and privacy-preserving technologies. Built on the idea that brands can increase customer privacy while providing exceptional experiences, AppsFlyer empowers thousands of creators and 10,000+ technology partners to create better, more meaningful customer relationships. We’re looking for a Senior Customer Success Manager to join our New York City or San Francisco offices and support a portfolio of Enterprise customers in North America. This is a high-ownership role focused on driving measurable customer value, retention, and growth through product adoption, technical solution design, and partnership with sales. As a Senior CSM, you act as both a strategic advisor and a technical partner to your customers, translating complex business objectives into actionable technical roadmaps and product adoption plans. You’ll work at the intersection of customer strategy and technical execution — leading solution design, driving implementation planning, and ensuring customers realize the full value of AppsFlyer’s platform. You’ll also contribute to the success of the broader Customer Success team. Our CS culture is customer‑obsessed and results‑driven. We coach for impact, operate with rigor, and influence at scale across Sales, Product, and Marketing. What You’ll Do: Client Value Realization: drive customer outcomes and product adoption across your portfolio of customers. Partner with Sales to mitigate client risk and run expansion motions across strategic Enterprise customer segments, leading to improved Gross Revenue Retention and Net Revenue Retention. Ability to travel 33% onsite to customers and key internal onsites. Co-own the post-sales relationship, in conjunction with your sales partner, for a portfolio of customers focused in North America to drive retention and growth. Lead onboarding, training, and enablement sessions, translating complex AppsFlyer products and data concepts into clear, actionable outcomes for customers. Develop and maintain long-term technical roadmaps for your accounts by translating client business objectives into key project deliverables, technical milestones, and product adoption plans to ensure clearly defined requirements and timelines aligned with key technical stakeholders. Lead solution design for complex customer use cases, including scoping custom integrations and product configurations in collaboration with Product and Engineering teams to drive measurable value realization. Conduct regular check-ins, usage reviews, and strategic syncs to ensure engagement and satisfaction. Run Executive Business Reviews (EBRs) with senior and technical customer stakeholders to showcase impact and align on goals; leverage effective data storytelling to communicate AppsFlyer value Act as a growth partner by understanding customers’ business goals and analyzing customer data to surface insights, identify mutual growth opportunities, and recommend optimizations to drive measurable value realization. Capture feedback and work closely with Product, R&D, and Support teams to drive improvements. Influence the product roadmap through data-backed client use cases and direct collaboration with Product Strategy and Product Team Leaders. Actively support renewal conversations and identify opportunities for feature adoption or account expansion. Co-identify Customer Success Qualified Leads (CSQLs) and partner with AMs on follow-through. Lead customer issue management by proactively identifying risks, coordinating cross-functional resources, and driving issues through to resolution. Create red flag action plans and collaborate with cross-functional teams to improve customer value realization. Collaborate with internal teams, including Sales, Product, Support, and Solutions Architecture, to deliver customer outcomes. Act as a mentor and force-mul