Senior Customer Success Manager

3 weeks ago

New York, New York, United States Surfside Full time

Senior Customer Success Manager - Advertising/Marketing Technology

Surfside is an end-to-end marketing technology that aggregates first-party data across all customer touchpoints, allowing advertisers the ability to better understand, target, and measure how to influence current and future customers. Powered by the only cannabis-focused customer data platform (CDP) with a complete view and opinion on the cannabis consumer, Surfside enables cannabis businesses to find and attract qualified consumers through the monetization of their online and in-store audiences. We work with many clients and advertisers across different verticals and have a core focus in the Cannabis industry as we bring unique technology to a complex and massive vertical. We are looking for innovative, action-oriented professionals with the desire and initiative to make a major impact for the leading technology platform in the Cannabis space as we continue to expand within Cannabis and to other verticals.

The Opportunity:

At Surfside, the work environment is collaborative, fast-paced and team-driven. We are currently seeking a Senior Customer Success Manager to focus on senior-level client relationships, analyze and optimize campaign performance, strategically manage and upsell key accounts, and lead complex processes and organizational workflows in our Operations department. We're looking for a highly motivated and experienced individual, who is ready to roll up their sleeves, think outside the box, and help lead our account management, sales and measurement efforts across the US.

This role is core to maintaining existing accounts and assisting with campaign implementation and reporting. You will work closely with sales, clients, ad ops and engineering to help support our rapid client and revenue growth. Your core focus will be on acting as the main point of contact between ad operations and clientele with your product expertise and real-time knowledge on live campaigns within the Surfside platform to ensure revenue growth and platform adoption. You will be responsible for developing reporting materials, optimization reports and business reviews that exhibit and inform our clients how to best utilize the Surfside technology to meet and exceed their KPIs. The ideal candidate works well in groups, is a creative thinker, organized, and committed to excellence in customer service.

Essential Duties & Responsibilities:

  • Lead, manage, and proactively grow relationships with key clients and agency partners
  • Help onboard new account managers and account specialists, ensuring they understand best practices and key cross-functional relationships
  • Lead internal workflows and processes to maintain internal metrics and business dashboards
  • Dive deep into campaign performance data; guide KPI driven measurement strategies, identify performance trends, optimize campaigns to achieve results, and provide recommendations for upsell opportunities
  • Increase adoption and engagement of Surfside's self-service platform providing ongoing technical support and real time analysis
  • Proactively develop best-in-class case studies that deliver a constantly evolving test-and-learn agenda across the category
  • Ability to understand data and trends to "tell a story" to a client through reportable insights, case studies, and optimization recommendations
  • Recognize upsell opportunities; lead and influence clients to invest when opportunities arise
  • Support Sales throughout campaign process by being active participant on client meetings for reporting updates, business reviews and campaign performance
  • Develop a strong understanding of Surfside's value proposition and become an expert in our product offering (current and future)

Requirements:

  • 6+ years experience in digital advertising, specifically programmatic advertising, focused on account management, customer success, reporting and client services
  • Bachelor's degree or equivalent experience
  • Strong organizational, presentation project management, and communication skills
  • Advanced Excel and PowerPoint skills, as well as experience with analyzing datasets and delivering actionable insights
  • Incredibly data driven, with deep understanding of advertising performance metrics
  • Passion for technology, media measurement, programmatic advertising and consumer insights
  • Self driven and motivated; ability to handle multiple projects at once

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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