Senior Customer Success Operations Manager at PubMatic | AdTechTalent
Ad Ops4 days agoHybrid
PubMatic
Senior Customer Success Operations Manager
CTVOMNIprogrammaticad-opsAIcustomer successmonetizationreportingintegrationescalationsGoogle Ad ManagerLookerExcelJavaScriptHTMLSQLheader biddingPrebidRTBPMPVASTSSAIads.txtapp-ads.txtsellers.jsonschain
Key details
Salary
$130K – $140K
Employment type
Full-time
Seniority
Senior
Years experience
3-5
Location
New York, US
Full job description
Senior Customer Success Operations Manager role focused on managing a portfolio of CTV and omnichannel publisher accounts. Responsibilities include onboarding, optimization, integration management, escalation resolution, reporting, and collaboration with internal teams. Requires 4+ years experience in programmatic monetization or campaign optimization, strong knowledge of ad tech including RTB, header bidding, VAST, and ad servers like Google Ad Manager. Proficiency with Excel, Looker, AI tools, HTML, JavaScript, and debugging tools is needed. The role is hybrid based in New York with occasional travel. Benefits include healthcare, paid leave, commuter benefits, wellness programs, unlimited DTO, and catered lunches. Salary range $130,000 to $140,000 USD.
What you'll do
Own onboarding and optimization for a portfolio of CTV and OMNI publishers, from integration through to steady-state revenue growth
Partner closely with publishers and internal teams to grow publisher revenue, tracked through metrics such as fill rate, eCPM and time to first revenue
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Prepare for and take part in quarterly business reviews with clients, covering technical issues and product support opportunities
Manage capacity, allocation and overage conversations alongside the Customer Success team where relevant
Manage account setup and keep publisher accounts accurate on the PubMatic platform
Ensure technical integrations land on time, and keep publishers informed and supported through implementation
Work with sales, marketing, business development, product management and engineering to deliver customized implementation plans for select clients
Lead escalations from publisher and demand partners through to resolution, and document the root cause
Build and interpret reporting that surfaces competitive insights and growth opportunities for publishers
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Gather product feedback on monetization gaps from customers and the Customer Success team, and turn it into clear asks for Product
Keep Salesforce, JIRA and other support systems current
Use AI tools to speed up troubleshooting, reporting and documentation, and share best practices with the team
Build repeatable AI-assisted workflows for recurring work and document them for team reuse
Coach newer CSOMs and share best practices across the team
Follow PubMatic's data security and confidentiality guidelines
Requirements
4+ years of experience in programmatic monetization or campaign optimization
Solid understanding of programmatic auction dynamics
Deep knowledge of ad serving, video and rich media ads, and monetization
Working knowledge of RTB, PMPs, header bidding/wrapper (Prebid), SDKs and main ad formats and platforms
Understanding of the CTV and OTT ad stack, including VAST, server-side ad insertion, pod and ad-break structure, and supply chain transparency (ads.txt, app-ads.txt, sellers.json, schain)
Knowledge of ad servers and platforms such as Google Ad Manager; exposure to CTV ad servers and SSAI vendors is a plus
Proficiency in Excel or Google Sheets, including pivot tables and lookups, and comfort working with BI tools such as Looker
Experience using complex datasets to track performance trends, identify anomalies and find their root causes
Hands-on experience using AI tools to analyze data, draft documentation and cut down repetitive work, with good judgment on when to trust the output and when to double-check it
Working knowledge of web technologies, ideally HTML and JavaScript
Experience with debugging tools such as Chrome DevTools, Charles Proxy or Fiddler, and Prebid debugging tools; experience validating VAST tags is a plus
Experience owning a book of publisher or client accounts, and a track record of guiding teammates or newer colleagues
BA/BS degree
Tech stack
CTVOMNIprogrammatic monetizationad servingvideo adsrich media adsRTBPMPsheader biddingPrebidSDKsVASTserver-side ad insertionads.txtapp-ads.txtsellers.jsonschainGoogle Ad ManagerExcelGoogle SheetsLookerAI toolsHTMLJavaScriptChrome DevToolsCharles ProxyFiddlerSQL
Benefits
Paid leave programsPaid holidaysHealthcare insuranceDental insuranceVision insuranceDisability insuranceLife insuranceCommuter benefitsPhysical and financial wellness programsUnlimited discretionary time off (DTO) in the USReimbursement for mobileFully stocked pantriesIn-office catered lunches 5 days per week
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