Customer Success Manager

Flam is building the next generation of interactive media through its content format. We are an AI-native technology company transforming how brands and consumers interact through immersive, interactive content. Our technology enables rich, app-less experiences that can be launched instantly on smartphones, creating a fundamentally different way for brands to engage consumers. We are backed by leading investors and already work with some of the world's largest brands. We are now building Flicks, our interactive media format for the US market.

Key Responsibilites :

Delivery Coordination

• Act as the bridge between the Solutioning Team, Sales Team, and the Design and Tech/Engineering teams once campaign requirements are handed off.
• Track each campaign's progress against its requirements and timeline, from requirement handoff to go-live.
• Follow up continuously with Design and Tech to surface bottlenecks — resourcing gaps, unclear requirements, technical blockers, delayed approvals — before they threaten the go-live date.
• Proactively flag risks and delays to the Sales Team so client-facing timelines can be managed realistically.
• Keep the campaign on track to go live within the committed timeline, escalating internally where needed.

Quality Control

• QC every campaign before and at go-live: correctness of design execution against the brief, formatting consistency, layout and coloring issues, and any factual or informational errors presented in the creative.
• Own the final check that separates "technically delivered" from "ready for a government client to see."
• Flag and route any design or content issues back to the relevant team for correction, and re-verify the fix.

Reporting

• Coordinate with the Tech team to pull live campaign data — go-live date/time, views, and other relevant performance metrics.
• Compile and produce internal reports and external-facing reports for agencies and government departments.
• Hand off client-ready reports to the Sales Team so they can share these with agencies or clients directly.

What Success Looks Like :

• Government campaigns consistently go live within the committed timeline.
• Bottlenecks are surfaced early and resolved before they affect the client-facing deadline, not discovered after.
• Live campaigns are free of design, formatting, or factual errors by the time they reach the client -QC catches issues before the client does.
• Sales and government stakeholders have accurate, timely reporting without having to chase for it.

Who you are ?

• 2-5+ years in a customer success, program/project management, ad operations, or campaign delivery role — ideally in advertising, adtech, martech, or a client-services environment (exact band TBD based on seniority of the pod hire).
• Comfortable being the connective tissue across multiple teams (sales, solutioning, design, tech) with different priorities and working styles - able to push for timelines without owning the underlying design or code.
• Detail-oriented, especially under QC: can spot formatting inconsistencies, design errors, and factual inaccuracies before they go live.
• Organized and timeline-driven; can track multiple campaigns in parallel and know which ones are at risk.
• Clear, professional written and verbal communicator — this role regularly produces reports and updates that go to both internal leadership and external government/agency stakeholders.
• Prior exposure to government, public-sector, or agency-side client work is a strong plus, given the compliance and stakeholder sensitivity typical of this segment.
• Working familiarity with campaign/creative production concepts (infographics, motion/animation, voiceover, AR/interactive formats) is a plus, though the CSM is not expected to execute these themselves.

*This role involves significant travel