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Firsthand is an AI-powered Brand Agent platform that transforms how marketers and publishers engage consumers through AI agents deployed across owned properties and paid media. The company has built Lakebed, an AI-first data and knowledge rights management system ensuring brands retain full ownership of their expertise.
You will own the post-sale operating relationship for Firsthand's agency, brand, and channel-partner engagements, reporting to the Head of Operations. This is a senior individual contributor role requiring strong operational rigor and the ability to lead through influence across Sales, Solutions Consulting, GTM Strategy & Operations, Product, and external partners.
Key responsibilities include:
- Serve as the primary operating lead from commercial handoff through launch, live delivery, value realization, and renewal preparation. Establish stakeholder maps, success plans, meeting cadences, decision rights, risks, dependencies, and escalation paths for each account.
- Translate campaign performance, technical progress, and optimization work into clear customer-facing value narratives. Own account health and renewal readiness, including proof-point collection, stakeholder alignment, and risk mitigation.
- Manage the customer-facing backlog and determine what requires Solutions Consulting, Product, Engineering, or commercial intervention. Partner with Solutions Consulting on sequencing while keeping them focused on solution design and implementation.
- Help establish the customer success discipline by applying and improving the customer lifecycle, account-health framework, and service standards. Develop playbooks for agency-direct and publisher/channel-sold engagements.
- Surface recurring customer needs and delivery patterns to GTM, Product, and Engineering to make successful work repeatable company capability.
You bring 10+ years in customer success, client delivery, strategic account management, program management, ad tech, martech, or related fields with ownership of complex enterprise relationships. You are fluent in programmatic media, partnerships, and strategic customer success. You understand advanced research and measurement solutions, digital advertising dynamics among agencies, advertisers, publishers, and technical teams. You are commercially astute, credible with executives and technical specialists, and comfortable holding teams accountable and making prioritization decisions under ambiguity.
Bonus experience includes work with AI-powered advertising solutions or early-stage industry innovation products.
