Customer Success Manager

2 days ago

San Francisco, California, United States Integral Ad Science Full time
About the Role

We're seeking a highly motivated and experienced Customer Success Manager to join our team at Integral Ad Science. As a key member of our Customer Success team, you will be responsible for driving satisfaction, retention, and adoption efforts across our partners.

Key Responsibilities
  • Manage client relationships with IAS's strategic accounts, expanding customer relationships and identifying opportunities for increased adoption of IAS products.
  • Provide thoughtful customer-driven product feedback to customer success leadership and product leadership.
  • Execute core duties of an IAS Customer Success Manager, including being the champion and advocate for the customer at IAS, and being accountable for customer success and customer satisfaction overall.
  • Build 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.
  • Partner closely with customers to clearly articulate and communicate customer desired business objectives and outcomes to IAS stakeholders.
  • Develop executable territory plans to run your book of business, leveraging the broader IAS on-boarding team, methodologies, and best practices to support successful implementation on the customer side.
  • Use 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.
  • Proactively track and manage customer relationship health by owning issue resolution and escalating issues, if necessary.
  • Identify and execute high-value customer advocacy opportunities, including product beta participation, case studies, internal sales references, external references/co-marketing opportunities.
Requirements
  • 3+ years 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.
  • Comfortable with data-driven storytelling and leveraging data to provide customers with recommendations to improve business performance.
  • 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.
About Integral Ad Science

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

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

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