Customer Success Manager - Remote Position at Darkroom

About the Role

We are seeking a Customer Success Manager - Remote to join our dynamic team at Darkroom. In this high-impact role, you will support a portfolio of accounts by building strong client relationships and driving performance through clear communication and execution. This is a fantastic opportunity for someone passionate about digital media and marketing, motivated by performance, and thriving in a high-accountability environment.

What You'll Do

• Build a strong understanding of Darkroom’s solutions suite and value proposition, using insights and data to support client retention and growth across your account portfolio.
• Partner with Client Leadership and internal channel teams to understand client goals and help translate them into clear priorities and action plans.
• Own day-to-day client communication: meeting notes, follow-ups, timelines, and ensuring stakeholders remain aligned on deliverables and expectations.
• Coordinate with cross-functional teams (media, creative, strategy, analytics) to keep execution moving, remove blockers, and ensure high-quality delivery.
• Support strategic recommendations by organizing learnings, identifying opportunities, and helping prepare client-facing guidance and next steps.
• Assist in developing client deliverables including performance reporting, weekly/monthly updates, and MBR/QBR materials.
• Maintain account hygiene and documentation: goals, risks, action items, and key decisions across accounts.
• Contribute to forecasting and account planning by tracking renewals, scope changes, and upcoming opportunities in partnership with Client Leadership.
• Build and maintain strong client relationships and support key meetings (including travel as needed for MBRs and QBRs).

Requirements

• 2–4+ years of experience in a client-facing account management/client success role across digital media, marketing, or digital sales.
• Solid understanding of eCommerce, digital advertising, and performance marketing fundamentals.
• Excellent communication skills, both written and verbal, with a polished professional presence.
• Strong analytical skills with the ability to connect performance data to business outcomes.
• Highly organized and detail-oriented, capable of managing multiple priorities effectively.
• Proficient in Word, Excel, PowerPoint (or Google Docs, Sheets, Slides), Notion, and CRM tools (e.g., HubSpot).
• Team-oriented with a collaborative mindset, excited to build something future-defining alongside high performers.

Nice to Have

• Agency or AdTech experience.
• Experience in performance marketing or digital sales.
• Familiarity with data analytics tools.

What We Offer

• Generous paid time off policy to ensure a healthy work-life balance.
• Remote-first culture with a strong community base.
• Company-sponsored medical, dental, and vision benefits.
• Competitive quarterly bonus structure based on performance.
• Robust 401k program with company match after one year.
• Flexible parental leave benefits for new parents.
• Opportunities for growth and cross-functional collaboration.

Our Hiring Process

The hiring process for this Customer Success Manager - Remote position typically follows three stages: phone screen, hiring manager, and executive calls.

Equal Opportunity Statement

Darkroom is an equal opportunity workplace—we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.