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Customer Success Manager at Darkroom. Remote Location: Lisbon. About Darkroom. Darkroom. is the leading next-generation growth marketing firm engineering the brands of tomorrow. Founded in 2017, we set out to redefine what a modern agency could be, by replacing the inertia of legacy advertising behemoths with a model built for speed, intelligence, and measurable impact.. At our core, Darkroom is a human services company powered by . Matter. , a universal AI commerce layer that integrates executive-level strategy with proprietary agentic technology. This fusion enables our teams to deliver outsized returns by enhancing creative output, operational efficiency, and revenue generation across every stage of the customer journey.. Our track record speaks for itself: . billions in attributable revenue. driven across e-commerce marketplaces, media networks, DTC ecosystems, and social commerce platforms. Every engagement feeds into our proprietary data infrastructure, enabling a continuous feedback loop that accelerates growth, improves margins, and compounds results across our client portfolio.. What began as a boutique design studio has evolved into one of the . fastest-growing private companies in America (Inc. 5000). and among the . most effective performance media agencies of the 2020s (Varos). . Our founders were recognized by . Forbes 30 Under 30. for advancing the intersection of technology, marketing, and advertising, cementing Darkroom’s role as a defining player in the future of media innovation.. About the Role. At Darkroom, you’ll step into a high-impact role on a fast-paced team that thrives at the intersection of creativity, strategy, and revenue. As a . Client Success Manager. , you’ll support a portfolio of accounts by building strong client relationships, keeping workstreams organized, and helping drive performance through clear communication, consistent execution, and thoughtful recommendations.. This is an ideal opportunity for someone who is passionate about digital media and marketing, is motivated by performance, and thrives in an ambitious, high-accountability environment. If you want to work closely with clients, learn from a world-class team, and grow quickly while doing it — this is the role for you.. 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).. Who You Are. Established:. 2–4+ years of experience in a client-facing account management/client success role across digital media, marketing, or digital sales. Agency or AdTech experience is a plus. Solid understanding of eCommerce, digital advertising, and performance marketing fundamentals.. Polished:. You communicate clearly and professionally with clients and internal teams, and your writing and meeting presence reflect a high standard.. Persistent:. You push through ambiguity, stay calm under pressure, and find solutions quickly when challenges come up.. Strategic:. You’re analytical with strong common sense — you can connect performance data to business outcomes and proactively identify improvements.. Communicative:. You’re highly organized, detail-oriented, and keep stakeholders informed on priorities, progress, and next steps.. Accountable:. You take ownership of your work, follow through consistently, and care about results and client outcomes.. Client Obsessed:. You’re committed to deliverable quality and client experience, and you’re proactive in ensuring clients feel supported and informed.. Tool-proficient:. Highly proficient in Word/Excel/PowerPoint (or Google Docs/Sheets/Slides), Notion, and CRM tools (e.g., HubSpot).. Strong presenter:. Comfortable presenting performance updates and recommendations, tailoring your communication to different stakeholder levels.. Team-oriented:. Collaborative, humble, and excited to build something future-defining alongside high performers.. Working at Darkroom. Darkroom is not a typical agency. We are looking for A players that want to build something great. There is no room in our organization for mediocrity and candidates that are not at the top of their game do not last. We move fast, think deeply, and expect every team member to bring insight and rigor to everything they touch. We hold a high bar for performance, creativity, and ownership — but we also support each other relentlessly. No egos, no red tape — just world-class talent building something remarkable. We believe in . autonomy with accountability. , . truth over comfort. , and . outcomes over optics. . If you want to build and win alongside some of the smartest people in the business, you’ll thrive here.. Work-Life Balance:. We recognize that time away from work is essential for growth and well-being. Our generous paid time off policy ensures you have the time you need to maintain a healthy work-life balance and perform at your best.. Location, location, (or no) location:. . Remote-first culture. with a strong community base. While many roles remain . fully remote. , employees hired to work from our . New York. or . Lisbon. HQs (opening early 2026) are expected to adopt a . hybrid working model. , including . weekly in-office appearances. . Hub locations also include the Bay Area, Philly, São Paulo, and Barcelona.. Health & Wellness:. Company-sponsored medical, dental, and vision benefits with, so you can stay as healthy as can be.. Generous Quarterly Bonuses:. Your productivity directly translates to your compensation. We offer a competitive quarterly bonus structure that is both substantial and customized to your role, ensuring your hard work is consistently and generously rewarded.. Finances, growth, and retirement:. After one year with Darkroom, we deliver a robust 401k program with company match, equity incentives, and a profit-sharing opportunity so we can help you save as the company grows.. Endless opportunities for growth:. Our agency is founded on an interdisciplinary approach, giving Darkroomers insights into services far beyond your job description. Grow your skills and interests beyond your niche and stay at the forefront of the industry through total immersion in cross-functional collaboration.. Parental Leave:. flexible parental leave benefits to support new parents during this important transition, ensuring time to bond with their families while maintaining work-life balance.. Our Hiring Process and Compensation:. The hiring process for this 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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements