Customer Success Manager

Our client an enterprise software company delivering scalable data and optimization solutions to support measurable customer outcomes is seeking a dynamic Customer Success Manager to join their team and serve as the primary point of contact for the company’s AMS customers. The role will be responsible for ensuring customer satisfaction, driving product adoption, and fostering long-term relationships with digital media publishers and media owners.

• Serve as the primary liaison between the company and its clients, acting as a trusted advisor
• Understand each customer’s business objectives and align to the company’s AMS capabilities to support their goals
• Conduct regular check-ins, business reviews, and strategic planning sessions with customers
• Act as the customer advocate internally, ensuring their needs are communicated to product, engineering, and leadership teams

• Guide customers through onboarding and implementation of the company’s AMS
• Drive product adoption by training customers on platform features and best practices for audience data management
• Identify opportunities to optimize customers' use of the company’s platform features to improve audience segmentation and monetization
• Develop and share data-driven insights and recommendations to help customers maximize ROI

• Monitor customer health metrics and proactively address potential issues or concerns
• Identify expansion opportunities within existing accounts through upselling and cross-selling
• Develop success plans tailored to each customer's maturity and business objectives
• Achieve retention and renewal targets while maintaining high customer satisfaction scores

• Collaborate with technical teams to troubleshoot platform issues and ensure timely resolution
• Translate technical concepts into business value for non-technical stakeholders
• Coordinate with implementation specialists during technical integrations and data migrations
• Stay current on platform updates and new features to effectively communicate value to customers

• Track and report on customer engagement, adoption metrics, and success outcomes
• Analyze customer data to identify trends, patterns, and opportunities for improvement
• Prepare executive-level reporting on account status and customer success initiatives
• Contribute to the development of customer success best practices and playbooks

• 3-5 years of experience in customer success, account management, or client services roles
• Experience working with digital media publishers, ad tech platforms, or marketing technology solutions
• Understanding of data management platforms (DMPs), audience segmentation, and digital advertising ecosystems
• Proven track record of managing complex customer relationships, both domestic and international, and achieving retention targets
• Strong analytical skills with the ability to interpret data and provide actionable insights
• Excellent communication and presentation skills, both written and verbal
• Ability to manage multiple accounts and priorities simultaneously
• Proficiency with CRM and work management systems (Hub Spot, Monday preferred) and customer success platforms
• You are very comfortable working with data - you have the skills to effectively visualize data, draw conclusions, and take action based on those
• You are a self‑starter, who is comfortable with ambiguity and enjoys solving new problems. For example, where content or collateral does not exist, you will proactively create it and share it with the rest of the team

• Experience as a Senior Customer Success Manager, or an Account Manager within the Ad Tech, Mar Tech space, preferably within a SaaS company
• You have a proven ability to build senior stakeholder relationships and map complex organizations across geographies and budget holders
• Deep understanding of digital media and advertising ecosystem, and experience with publisher audience monetization strategies, Revenue/Ad Operations and/or Programmatic Advertising
• Technical aptitude with the ability to understand APIs, data integrations, and platform architectures
• Experience with data visualization and analytics tools
• Bachelor’s degree in Business, Marketing, Communications, or related field

Our client offers an attractive compensation package including: competitive base salary, annual bonus, equity and additional health insurance, time off, 401k, flexible working environment and other benefits.

This is a hybrid position – partially remote and partially working out of our HQ in New York City. Candidates must be within daily commuting distance of NYC or willing to relocate.