Senior Customer Success Manager

What you'll do

• Develop and maintain a large book across several independent agencies 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 assigned client portfolio
• Ensure successful activation, upselling and retention of solutions according to client needs and objectives and align account strategy
• Work closely with Sales and Technical Account Management across multiple initiatives ensuring activation of IAS products considers needs of all client types
• 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 within cross collaborative initiatives and innovations internally
• Negotiate and activate contract renewals
• Develop trusted advisor relationships with key client stakeholders and executive sponsors
• Attain thorough understanding of assigned client’s goals, industry trends and best practices
• Build 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, Media Partner, Social Platform, or CTV adtech
• Service-oriented ethos with a strong strategic commercial mind-set and a keen understanding of AdTech, SaaS or MarTech
• Strong analytical skills with ability to identify business questions, analyse data, draw conclusions, and develop actionable recommendations
• Exceptional organisational skills with 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
• Ability to prioritize across multiple initiatives and communicate and manage upward
• Proficiency in Microsoft Office/Google G-Suite
• Experience using SFDC, OpenAI/Gemini/other AI Tools

Tech stack

Benefits