Senior Customer Strategist

SENIOR CUSTOMER STRATEGIST Customer Strategy · Chalice AI Location: Hybrid (NYC) or Remote (US) ABOUT CHALICE Chalice builds custom AI for advertising. Every product we ship is purpose-built and tailored to a specific client's business goals, rather than applied off the shelf. Where we've won is modeling toward outcomes traditional digital buying platforms can't reach — not clicks and viewability, but predicted lifetime value, offline and in-store sales, foot traffic, and sell-out rate: the goals a business actually runs on. THE ROLE We're hiring a Senior Customer Strategist to own a book of strategic accounts — the relationship, the strategy, and the plan for how each one grows. This is not a campaign management role, and it is not a support function. Our Customer Strategy team carries a depth that most client-facing teams don't have: platform mechanics, audience strategy, campaign craft, and genuine fluency in how the digital ad ecosystem fits together. You'll be the person a client calls when they need to know what to do next, not just what happened last week. We'd rather you bring a recommendation than a question. WHAT YOU'LL OWN The Client Relationship ● You are the day-to-day face of Chalice on your accounts, across both brand and agency sides. ● Build and maintain a real stakeholder map — who holds budget, who influences, and who we haven't yet met — and develop those relationships deliberately, not only when we need something. ● Know how your accounts are performing, how the client believes they're performing, and where those two views differ. Account Strategy and Growth ● Hold a point of view on how each account can grow and which of our capabilities gets us there. ● Build and maintain a growth plan for every key account — the account thesis, the stakeholder map, a revenue ambition, and named next actions with owners and dates. ● Build the growth thesis for each account and help unlock the budget behind it. You'll identify where incremental budget and expansion opportunities sit, shape the opportunity, and stay involved as it develops alongside your Sales counterpart. ● Turn strong campaigns into proof points and case studies that help us win similar clients. Anticipating and Questioning the Ask ● When a client or internal team asks for something, the first question is whether it actually serves the goal. ● If a client's objective is online sales but the request is CTR optimization on banners, we expect you to say so and recommend the right approach instead. Executing a request well is not the same as the request being right. Campaign Performance and Orchestration ● Own the performance narrative on your accounts: pacing, optimization direction, and post-campaign insights and recommendations. ● You won't be building campaigns in-platform yourself. Instead, you'll ensure campaigns launch on time, pull in the right teammates for each task, and flag early when a launch looks likely to slip or an account needs troubleshooting. ● Route the client's voice back into Chalice: product feedback, roadmap needs, and blockers affecting the account. HOW YOU'LL BE MEASURED As a picture, not a single number: ● The health and trust of your client relationships ● The depth of your stakeholder coverage ● The quality of your account strategy and planning ● Opportunities you create and help advance ● Retention across your book ● Incremental revenue unlocked on your accounts WHO YOU'LL WORK WITH ● Sales: You'll be paired with a Sales counterpart on every account, working the commercial side of the relationship together. ● Technical Account Management (TAM): TAM owns platform and technical setup, integrations, data loading, and deep troubleshooting, so you can stay focused on the client. ● Solutions Architecture: For solution design on genuinely hard client problems, and for presales work on new opportunities. ● Data Science, Product, and Engineering: You'll bring client problems in and take solutions back out. HOW WE WORK You'll operate wi…