Senior Customer Success Manager

4 months ago

Washington, United States The Ladders Full time
Customer Success Manager

Employment Type: Full-Time Location: DC area, hybrid

Minimum Experience: Mid Level

Pixalate is an online trust and safety platform that protects businesses, consumers and children from deceptive, fraudulent and non-compliant mobile, CTV apps and websites.

Our software and data have been used to unearth multiple high profile criminal and illegal surveillance cases including:
  • Gizmodo: An iCloud Feature Is Enabling a $65 Million Scam, New Research Says
  • Adweek: A 7-Figure Ad Fraud Scheme Running on Roku Underlines Murkiness of CTV
  • Washington Post: Your kids' apps are spying on them
  • Pro Publica: Porn, Piracy, Fraud: What Lurks Inside Google's Black Box Ad Empire
  • ABC7 News: The State of Children's Privacy Online
  • NBC News: How many apps are tracking your children
Our team of lawyers, data scientists, engineers, economists, and researchers span globally with presence in California, New York, Washington DC, London, and Singapore.

ABOUT THE ROLE

Pixalate is hiring a Senior Customer Success Manager (CSM) to join our growing team in the DC area. Successful candidates will use programmatic expertise and knowledge of the digital landscape to establish and maintain active relationships with client accounts. This role is remote but may require occasional travel to meet with clients.

RESPONSIBILITIES
  • Managing the complete lifecycle of client accounts, including onboarding, training, customer support, subscription renewals and upsells, and quarterly business reviews
  • Presenting Pixalate solutions to key clients within the programmatic ecosystem, including major sell-side platforms (SSPs), demand-side platforms (DSPs), ad exchanges, and publishers
  • Maintaining awareness of client needs and opportunities for expansion
  • Understanding the competitive landscape and new industry developments and standards
  • Driving positive customer success outcomes: retention, expansion, churn reduction, client advocacy, and account lifetime value
  • Ensuring Pixalate product adoption, client satisfaction, and account health
QUALIFICATION
  • Ad servers, exchangers, DSPs, SSPs, and the role of each in the digital advertising ecosystem
  • Differences and similarities among digital advertising channels (eg. display, mobile web, in-app mobile, and OTT/CTV)
  • Invalid traffic (IVT) and viewability in the context of digital advertising
  • BA/BS degree in technical, business, or other related fields (or equivalent experience)
  • 2-3 years of experience in client-facing Customer Success, Technical Account Management, and/or Technical Sales roles at SSPs, DSPs, exchanges, advertisers, agencies, publishers, ad networks, or other digital advertising technology vendors
  • Highly skilled in MSFT Excel (eg. pivot tables and graphs), Salesforce, and familiar with Google Drive and JIRA
  • Understanding of digital media ecosystem terminology and ad operations tools and practices (eg. campaign optimization, javascript, tagging, cookie, macros, and platforms)
  • Demonstrable ability to take ownership and accountability and act on client goals and objectives in a technical environment
  • Self-starter capable of thriving in a startup environment
  • Ability to maintain poise under stress, especially when resolving time-sensitive issues
  • Data-driven, analytical, and process-oriented
  • Excellent written and verbal communication/presentation skills
  • Proficiency with spoken and written English, a second language is a plus
BENEFITS

We focus on doing things differently and challenge each other to be the best we can be.
  • Excellent benefits package, including medical, dental, and vision insurance
    • Premiums 100% covered for employees and 50% covered for dependents
  • Unlimited PTO
  • 401k
  • Monthly internet reimbursement
  • Hybrid, flexible hours
  • Opportunity for advancement
  • Fun annual team events
  • Being part of a high performing team that wants to win and have fun doing it
  • Extremely competitive compensation

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