Customer Success Manager - Full Time, Chicago, USA

Lunio
Chicago, IL

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Job Details

Full-time
$80,000 - $120,000 a year

Benefits

Paid parental leave
Paid holidays
Health insurance
Dental insurance
Paid time off
Adoption assistance
Parental leave
Vision insurance

Qualifications

Attribution modeling
Data-driven problem-solving

Full Job Description

(CSM)

Location: Chicago, USA
Type: Full-Time, Permanent
Hybrid Schedule: 2 days onsite / 3 days remote
Reports To: VP, Customer Success & Partnerships

About Lunio
Lunioi sa fast-growing SaaS company on a mission to help performance
marketers eliminate ad fraud and maximize return on ad spend. With a
collaborative, high-performing team across the UK and US, we empower
marketers to do more with every dollar. As we expand our presence in the US,
we’re looking for an experienced Customer Success Manager who can thrive in
a fast paced, data driven environment.

The Opportunity
We’rel ooking for an experienced and commercially savvy Customer Success
Manager (CSM) to join our US team. In this role, you’ll own a portfolio of
customers and guide them through the entire customer lifecycle, from
onboarding and adoption to value realization, growth, and retention. You’ll be
instrumental in ensuring customers achieve their desired outcomes while
championing their voice across our internal teams. This is a high-impact,
customer-facing role ideal for someone with a background in paid media,
digital marketing, or MarTech, who’s ready to build long-term, strategic
partnerships with customers while driving recurring revenue growth.

The role will report to the VP, Customer Success & Partnerships who is focused
on building successful relationships with Lunio customers.

You’ll be focused on the following metrics:

Customer Health Score
Gross & Net retention rate
Usage and adoption of Lunio within your customer portfolio

Key Responsibilities
Own a Book of Business
Manage a portfolio of strategic enterprise accounts ($60k-$1M ACV),
acting as the primary point of contact and trusted advisor throughout the
customer journey.
Drive Value Realization
Help customers define success, implement best practices, and adopt the
Lunio platform to meet their business goals.
Collaborate Cross-Functionally
Work closely with Sales, Product, Marketing, and Engineering to deliver
seamless onboarding, support product feedback loops, and identify
growth opportunities.
Manage Renewals & Expansion
Forecast renewal health, proactively mitigate churn risks, and identify
upsell/cross-sell opportunities to support revenue growth.
Advocate for Customers
Voice customer needs and insights internally, helping prioritize product
roadmap features and support improvements.
Leverage Data to Tell the Story
Monitor adoption, engagement, and success metrics like NRR, CSAT,
usage, and Customer Health Scores—translating insights into action plans.
Educate & Enable
Deliver tailored enablement sessions, marketing performance insights,
and strategic business reviews (QBRs/EBRs) to drive ROI for each
customer.

What You Bring
5-8y ears’ experience in Customer Success, Account Management, or
Digital Marketing (Paid Media experience strongly preferred)
Strong understanding of performance media buying platforms (e.g.,
Google Ads, PMAX, Linkedin, Tik Tok, Meta, etc) and attribution /
optimization tactics used across these platforms
Experience navigating marketing analytics, attribution models, and
ROI analysis
Proven ability to work with senior stakeholders—translating complex
strategies into measurable outcomes
Strong commercial acumen with a knack for identifying growth
opportunities within existing accounts
Analytical mindset with comfort in data dashboards and storytelling
through metrics
A proactive, curious, and customer-first approach to solving problems

Bonus Points If You Have
Experience working in or with media agencies
Previous involvement in renewal forecasting, contract negotiation,
or revenue expansion
Familiarity with CS tools like PlanHat, HubSpot, or Salesforce

Why You’ll Love It Here
Competitive base salary + performance incentives
Collaborate with smart, passionate teammates across the US and UK
Be part of a high-growth SaaS company with a culture rooted in
innovation and inclusivity
Have real impact on customer outcomes, retention, and product
evolution

Package
At Lunio, webelieve high performance is sustained by high well-being.
Our U.S. policies are designed to match the care and flexibility we extend
to our UK team while remaining regionally competitive and compliant,
including a full suite of benefits designed to support your health, growth,
and work-life balance.

Medical, Dental, and Vision Insurance: Comprehensive coverage to
support your physical and mental health — because feeling your best
means performing your best.
401(k) Retirement Plan: Plan for the future with confidence.
Our 401(k) program helps you build long-term financial security,

with options to contribute pre-tax and/or Roth, and employer
matching to boost your savings.

Paid Time Off (PTO): Earned time off, as well as paid company
holidays
Sick Leave: Separate from PTO to ensure you can take care of your
health
Parental Leave: Paid leave for new parents (birth, adoption, or foster
placement)
Remote Work Flexibility: Hybrid work environment with flexibility
Professional Development: Options for coaching, online courses and
education reimbursements

Salary
Base Salary: $80,000 – $120,000 (location & experience dependent)
OTE: Base Salary + 25% bonus based on GRR and NRR metric
achievement.

Let’s build something impactful together.
Apply now to join Lunio as we help marketers do more with every dollar.

[email protected]

Apply Now

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