Senior Customer Success Manager, Addressability

2 months ago

New York, United States LiveIntent Full time
About the Job:

LiveIntent is looking for a dynamic Senior Customer Success Manager, Addressability who has proven account management experience in improving customer adoption, building lasting relationships, minimizing churn, and managing high value customers. This key player will be responsible for cultivating and maintaining strong relationships within LiveIntent's strategic Identity Data partners ensuring high levels of customer satisfaction and retention. The Senior CSM should be comfortable owning, driving, and leading strategic conversations while being able to work both autonomously and collaboratively in a team environment. They will be the main point of contact for any inquiries from our clients and should be well informed of all goals, expectations, and needs that the client has requested.

Responsibilities:
  • Own and maintain strong relationships with new and existing accounts and ownership of customers' success with LiveIntent measured through renewals
  • Collaborate with other sales teams within LiveIntent to uncover new revenue streams
  • Day to day client support and engagement as the main point of contact on the accounts - working closely with other departments to ensure exceptional customer experience, identify key action items, and drive action on any issues that might arise
  • Possess a deep understanding of client goals and needs to provide realistic expectations
  • Effectively communicate all aspects of the account in efforts to provide optimal client solutions based on our offerings
  • Lead and attend meetings related to specific accounts, identifying key action items and decisions
  • Coordinate kick-off calls and manage client check ins to ensure client satisfaction
  • Work with customers to ensure they are leveraging LiveIntent effectively and finding value in our offerings
  • Following up with clients to ensure they are making the necessary technical or reporting adjustments needed.
  • Review client facing Billing Reports and invoices to ensure they match before invoices are sent out.
  • Develop and share best practices to continually improve operational efficiency, quality of work, and product effectiveness
  • Work closely with Product and Sales Engineering teams to ensure clients are set up optimally for success
Qualifications:
  • A minimum of 5 years customer success/account management experience required
  • A minimum of 3 years experience at a digital media publisher, ad-tech/marketing tech, agency, SSP or data provider required
  • Ability to drive client and executive level communications
  • Detail-oriented and responsive to deadlines, with a strong ability to juggle multiple tasks and prioritize appropriately
  • Exceptional oral and written communication skills
  • In-depth knowledge of AdTech and Identity ecosystem, along with an understanding of ad-serving platforms and addressability providers
At LiveIntent, we've introduced a hybrid workplace model to be present with one another, share learnings and collaborate through in-office partnerships. Our office is located at One World Trade Center, with easy transportation access and incredible NYC skyline views. For this role, you'll need to join us in the office Tuesday and Wednesday but not every week is needed, you'll also get at least one "Work from Anywhere" week each month to enjoy some flexibility.

We Support Employee Health And Wellness By Providing:
  • Comprehensive medical, dental, and vision coverage through two different providers with many plans being offered with 100% premium coverage for individuals and families, along with access to our 24/7 telemedicine provider Eden Health
  • Flexible PTO - We believe that time off to rest and recharge is important to all our employees and benefits everyone
  • One work from anywhere week each month to enjoy flexibility
  • Summer Fridays - Early dismissal to kick off your weekend
  • Access to BetterUp Care which focuses on the importance of mental fitness by providing confidential coaching and support to help build resilience and sustain well-being as we all navigate the ups and downs of work and life
  • Monthly wellness expense to use towards gym membership, subscription plan, fitness classes, or personal wellness
  • WFH expense reimbursement to ensure you are set up for success
  • 12 weeks of 100% paid parental leave from day one of employment for the birth or adoption of a child
  • Access to Alma and our Employee Assistance Program which offers confidential assessments, short-term counseling, referrals, and follow-up services to employees
  • Voluntary benefits such as Critical Illness, Accident and Hospital Indemnity Insurance, Pet Insurance and Identity & Fraud Protection
  • 401k program
Education:

We foster belonging, inclusion, and diversity (BID) to help you live your best work life with a common goal of creating a safe space for each other, spreading education, awareness, discussion, and supporting people throughout LiveIntent + beyond through:
  • Mid-year and annual performance and compensation review process
  • BID Framework which includes a diverse group of panel leaders, advocates, culture squad members and DEI Executive Committee
  • Educational Sessions
  • Weekly and quarterly employee engagement activities

About LiveIntent:

LiveIntent, one of the world's largest people-based marketing platforms, connects 2,500 publishing and advertising brands with over 250 MM verified people every month across all types of media. With the anonymized email address at the center of its industry-leading identity graph, LiveIntent provides brands with solutions that help them monetize, acquire, and retain real people, even where cookies don't work. LiveIntent enriches a brand's data, making it possible for them to deepen their understanding of their audiences, and more effectively market to people wherever they are present and paying attention. LiveIntent has offices located in New York, Berlin, and Copenhagen.

Instilling diversity, a sense of belonging, and empowerment into LiveIntent's culture, core values, and vision is core to our success. Our BID framework and DEI Executive Committee gladly supports and provides individuals at the organization the chance to voice their opinions and feel heard in a space that is safe and welcoming.

LiveIntent is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, height, weight, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

The base salary for this position begins at $85,000 with a maximum salary opportunity of $120,,000. When determining compensation for roles, we look at the qualifications needed for the position along with the mix of required and preferred skills/experiences, market data, and existing team equity. We rarely hire an individual into a position at the top of the salary band due to the belief that we are hiring people into roles that also challenge them to learn and grow. The band highlights that potential. We put an emphasis on growth and development through our performance and compensation reviews 2x a year in parallel with ongoing conversions with your manager throughout the year.

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