Customer Success Manager

Base Salary:

$80,000 – $100,000 (experience dependent) 

OTE:

$100,000 - $125,000 (Base Salary + 25% bonus based on GRR and NRR metric achievement)

Location:

Chicago, USA

Employment Type:

Full-Time, Permanent

Hybrid

: 2-3 days onsite / 2-3 days remote

Reports To: VP

of Customer Success & Partnerships

About Lunio

Lunio is a 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

Lunio is seeking an experienced Customer Success Manager with deep roots in performance marketing or adtech to help our clients maximize clean, revenue-driving traffic across paid media. Ideal candidates have managed paid search or paid media portfolios and advised clients on optimization, attribution, and incrementality. You'll work with marketing teams to improve ROAS, conversion rates, and efficiency by eliminating wasted spend from invalid traffic, uncovering actionable insights, and helping advertisers scale with confidence. If you're fluent in the language of Google Ads, GA4, and performance metrics and you're excited to partner with innovative marketers to deliver measurable results; this is the role for you.

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

• 3-5 years' experience in Paid Search, Paid Media or Paid Social activation with a focus on