Client Success Manager

You will play a pivotal role in understanding our customers' needs, ensuring an excellent customer experience, and building long-term customer loyalty by combining service excellence with growth-oriented thinking. Client Success Managers function as the primary coordination points on both RFPs and sold campaigns, contributing directly to retention and revenue expansion.

• Serve as the dedicated post-sales contact for clients, ensuring seamless onboarding, adoption, and ongoing support.
• Build deep, consultative relationships with clients by understanding business priorities, KPIs, and success measures.
• Act as the go-to resource for clients, supporting campaign launches, execution, and optimization.
• Anticipate client needs, address challenges before they arise, and position Locality as a trusted partner
• Coordinate between departments to strategically respond to RFPs, ensuring proposals align with client and partner objectives.
• Manage and oversee campaign execution with Ad Operations, Trading, Planning & Campaign Excellence, and other service teams.
• Conduct quality control checks across pre- and post-sales environments to ensure accuracy and delivery.
• Proactively identify upsell and cross-sell opportunities, collaborating with Sales and Channel Partner Managers to advance proposals.
• Support QBRs and performance reviews by working with Account Executives to prepare insights, reports, and strategic recommendations to show ROI and value delivered.
• Monitor client health, satisfaction, and engagement metrics; escalate risks and mitigate churn.
• Provide campaign insights, optimization recommendations, and best practices to drive client outcomes.
• Meet or exceed growth targets through renewal and expansion efforts and ensure clients realize measurable value from Locality's products.
• Maintain accuracy of CRM data and other systems together with your Account Executive counterpart for forecasting, order management, and reporting.
• Partner with Analytics to deliver and analyze campaign reports that highlight ROI, optimizations, and future opportunities.
• Serve as the primary escalation point for advertiser or partner issues, coordinating timely resolution.

• 3–5 years' experience in digital media, customer success, account management, or advertising; channel sales/partner management experience a plus.
• Bachelor's degree in marketing, business, advertising, or related field preferred.
• Knowledge of OTT/CTV platforms, digital advertising strategies, and performance measurement.
• Strong relationship-building skills with the ability to influence senior client stakeholders.
• Documented record of achieving growth or retention goals in a media/advertising role.
• Analytical mindset with ability to interpret campaign data and provide insights.

Compensation for the role includes a competitive base salary in the range from $60k-$85k in addition to a bonus structure(dependent on years of experience, level of education obtained, as well as applicable skillset), and an excellent benefits package (including but not limited to health care benefits, retirement benefits and paid days off).

At Locality, we believe our biggest asset is our people. We are proud to be an equal opportunity employer, hiring and developing individuals from diverse backgrounds and experiences to add to our collaborative culture. Locality values and solicits applications from all qualified candidates without regard to actual or perceived race, creed, color, religion, sex, gender, age, physical or mental disability, medical condition, sexual orientation, gender identity and/or expression, alienage or national origin, ancestry, citizenship status, marital status, military or veteran status, genetic information, or any other basis protected by federal, state, or local law.