The Customer Success Manager, Enterprise Accounts will support the Customer Success team to provide service and value realization to enterprise clients. The role involves partnering with Sales and Customer Success to activate new revenue, retain and grow client portfolios, increase adoption of IAS technology, maintain strong client relationships, and ensure campaigns meet goals. Responsibilities include strategic account management, client relationship development, product activation, contract renewals, forecasting, and collaboration with internal teams. Requirements include experience in client-facing roles with enterprise accounts, strong strategic and commercial skills, knowledge of AdTech/SaaS/MarTech, analytical and organizational skills, and proficiency with Microsoft Office; Salesforce, Looker, and JIRA experience is advantageous. Benefits include PTO, health insurance, 401k with matching, competitive compensation with bonus eligibility, training opportunities, and an international work environment. Location is New York, NY with hybrid work option.
What you'll do
Develop and maintain multi-year strategic client relationships for Global accounts to meet and exceed customer objectives and IAS revenue goals
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Act as the lead point of contact for external and internal stakeholders for assigned client portfolio
Ensure successful activation, upselling and retention of solutions according to client needs and objectives
Align account strategy across the globe
Work closely with Account Executives and Technical Account Managers to ensure activation of IAS products aligns with account guidelines and client specifications
Lead strategic client business meetings, webinars, training sessions and provide industry trends and analysis
Act as client champion for product feedback and manage issue escalations
Negotiate and activate contract renewals
Develop trusted advisor relationships with key client stakeholders and executive sponsors
Understand assigned client’s goals, industry trends and best practices
Build solid understanding of IAS products and processes to assist clients in driving business value and ROI on digital spending
Collaborate with internal departments to increase customer satisfaction
Forecast and track key account metrics and revenue
Own adoption and renewal of IAS services
Identify and grow opportunities within accounts and collaborate with sales teams to ensure growth attainment
Identify at-risk opportunities and work with stakeholders to build solutions
Requirements
Proven experience in a client-facing role within an Agency, Brand, Publisher or SaaS company for enterprise accounts
Service-oriented ethos with a strong strategic commercial mind-set and a keen understanding of AdTech, SaaS or MarTech
Experience managing, consulting and negotiating with Fortune 500 corporations with an excellent track record retaining and growing portfolio
Strong analytical skills, with the ability to identify business questions, analyse data, draw conclusions, and develop actionable recommendations
Exceptional organisational skills, with a proven track record of successfully managing projects to completion
Comfortable in a fast-paced, entrepreneurial and rapid-growth environment
Ability to work independently as well as part of a team
Microsoft Office proficient
Experience using Salesforce, Looker and JIRA will be advantageous
Tech stack
Microsoft OfficeSalesforceLookerJIRA
Benefits
Generous PTO policyHealth insurance (medical, dental, vision)PPO, HSA and FSA options401k with employer matching contributionsCompetitive compensation including fixed and variable payEligibility for annual bonus and/or other incentive plansContinuous training opportunitiesInternational work environment
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