Senior Customer Success Manager

1 week ago

IL United States Integral Full time
About the Role

We are seeking a highly motivated and passionate Senior Customer Success Manager to lead satisfaction, retention, adoption, operations, and revenue efforts across our partners in the digital media industry.

Key Responsibilities:
  • Manage client relationships with some of our largest, most sophisticated, and strategic accounts in the ad tech space.
  • Expand customer relationships, working both independently and collaboratively with Sales teams to drive revenue growth.
  • Identify opportunities for increased adoption of our products and close additional revenue from strategic customers.
  • Work closely with Sales to successfully renew client contracts and drive long-term customer satisfaction.
  • Lead and be a subject matter expert across Customer Success, continuously upskilling the organization's talent base and driving business growth.
  • Participate in cross-organization continuous improvement initiatives to transform IAS Customer Success and drive business excellence.
  • Deliver and facilitate formal training sessions for more junior members of the global team to ensure knowledge sharing and skill development.
  • Provide thoughtful customer-driven product feedback to customer success leadership and product leadership to inform product development and drive business growth.
  • Execute all core duties of an IAS Customer Success Manager, including:
    • Being the champion and advocate for the customer at IAS.
    • Being accountable for customer success and customer satisfaction overall, and, ultimately, renewal and retention/client expansion results.
    • Building trusted relationships with key stakeholders within customer organizations to understand their strategic goals, generate proper levels of adoption, manage renewals, and create new revenue opportunities.
    • Partnering closely with customers to clearly articulate and communicate customer desired business objectives and outcomes to IAS stakeholders.
    • Being disciplined with continued customer engagement to drive high value engagement, adoption, and overall value for the customer.
    • Developing executable success plans, including account plans on your accounts or with an Account Executive on Enterprise accounts.
    • Leveraging the broader IAS on-boarding team, methodologies, and best practices to support successful implementation on the customer side.
    • Using in-depth knowledge of customer industry and/or business processes, deep knowledge of the product being sold, and technical expertise to drive and increase adoption and utilization of company products.
    • Demonstrating product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s).
    • Proactively tracking and managing customer relationship health by owning issue resolution and, if necessary, escalating issues.
    • Handling escalations and resolving issues for customers through coordination across functional areas of the company.
    • Identifying and executing high-value customer advocacy opportunities, including product beta participation, case studies, internal sales references, external references/co-marketing opportunities.
    • Developing new materials, including presentations, roll-out plans, and proposals, to facilitate customer engagement.
Requirements:
  • 6+ years of experience in sales, account management, and/or customer success in the ad tech/mar tech/digital media/marketing/advertising space, working with large advertisers and agencies.
  • Track record of owning customer relationships, overseeing the entire lifecycle of the client, responsible for account retention and growth.
  • Experience leading client meetings, QBR's, product training, data analysis, and strategic business reviews.
  • Proven track record of meeting or exceeding performance and retention goals.
  • History of building strong, trusting collaborative relationships with key senior-level stakeholders.
  • Ability to collaborate effectively or lead cross-functional teams.
  • Excellent written, verbal, and listening communication skills.
  • Experience with MS PowerPoint and Excel, and preferably also with next-generation Customer Success tools.
  • Ability to travel occasionally for important customer meetings, engagements, etc.
  • Bachelor's degree, IT or business-related field preferred.
About Integral Ad Science

Integral Ad Science (IAS) is a leading global media measurement and optimization platform that delivers actionable data to drive superior results for the world's largest advertisers, publishers, and media platforms.

Our software provides comprehensive and enriched data that ensures ads are seen by real people in safe and suitable environments, while improving return on ad spend for advertisers and yield for publishers.

Our mission is to be the global benchmark for trust and transparency in digital media quality.

Equal Opportunity Employer

IAS is an equal opportunity employer, committed to our diversity and inclusiveness.

We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability, or age.

We strongly encourage women, people of color, members of the LGBTQIA community, people with disabilities, and veterans to apply.

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