Customer Success Manager

What you'll do

• Develop and maintain the multi-year strategic client relationship for Global accounts to meet and exceed customer objectives and IAS revenue goals
• Act as the lead point of contact for both external and internal stakeholders in all matters specific to the assigned client portfolio
• Ensure successful activation, upselling and retention of solutions according to client needs and objectives and align account strategy globally
• Work closely with Account Executives and Technical Account Managers to ensure activation of IAS products is in sync with account guidelines and client specifications
• Lead strategic client business meetings, webinars, training sessions and provide industry trends and analysis
• Act as the Client champion for product feedback and manage issue escalations
• Negotiate and activate contract renewals
• Develop a trusted advisor relationship with key client stakeholders and executive sponsors, asking pertinent questions to influence performance
• Attain a thorough understanding of assigned client’s goals, industry trends and best practices
• Build a solid understanding of IAS products and processes to assist clients drive business value and ROI on their digital spending
• Collaborate with other internal departments on joint processes towards increased 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 internal and external 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
• Social and/or CTV experience is highly desirable
• 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

Benefits