Customer Success Manager

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WHO WE ARE 

Basis Technologies delivers software and services to automate digital media operations for leading agencies and brands. 

Our comprehensive ad tech platform, Basis, supports the planning, reporting, and financial reconciliation of direct, programmatic, search, and social media, all in one place. 

We are deeply committed to building software that will change the ad tech industry for the better and are equally dedicated to building an inclusive culture of highly motivated individuals who create a positive and supportive environment together. We invest in our culture and support our employees so they can do their best work. 

Basis Technologies is headquartered in Chicago, and our employees have the flexibility to work from headquarters, completely remote, or a hybrid of the two. Please note, we are hiring on a remote working basis only in the U.S. and Canada.

ABOUT THE TEAM

The Customer Success team is part of the broader Basis Customer Experience team which includes Basis Solutions and Implementation, Customer Onboarding, and Customer Success. The Basis Customer Experience team is the center of our software operations and is the driving force behind our sales and support. Through our ‘raving fan’ service philosophy, we provide above and beyond service to thousands of advertisers, agencies, and other media buying professionals. Members of this team enjoy the opportunity to gain deep insight into the online advertising world and grow their careers through continued education in the workplace.

WAYS YOU’LL CONTRIBUTE   

You will enthusiastically grow revenue and drive adoption of the Basis Platform through strategic account management and relationship building. You will be responsible for growing existing revenue alongside Sales by partnering with your clients to identify and meet their business objectives, ensuring their success as they adopt a new platform. From training them on Basis usage, DSP strategy and optimization, to defining packages and pricing, you’ll own the day to day and become an integral part of your clients’ digital strategy.  You will also contribute by:  

• Growing revenue across a dedicated book of Basis clients, serving as the main point of contact  
• Establishing best practices to rapidly grow client spend and platform adoption through continued education, proactive outreach, opportunity tracking, and goal development 
• Collaborating with business leaders & cross-functional teams as a customer advocate to integrate client feedback & experience metrics into decisions on products to improve client usability and satisfaction 
• Reviewing campaigns and provide detailed feedback to educate platform buyers
• Owning and developing strong relationships with our clients through ‘raving fan’ service
• Providing business insights through Partner Reviews and other regular reports to help drive revenue and Partner KPIs against platform usage
• Continuing education and developing programmatic buying knowledge and skills of your customers 
• Serving as a customer advocate & recommending & implementing client feedback that influences business decisions. Further develop customer goals with Basis and customer leadership 
• Educating partners on new platform features, DSP partners, services, and best practices 
• Helping realize client goals by customizing training, guiding campaign set up, and making optimization recommendations 
• Working with Basis' internal support, product, and operations teams to provide high level of assistance post sale 
• Working closely with champions and decision makers to influence growth strategies
• Acknowledging and embracing diversity of thought and opinion, and approach with Beeps, clients and vendors, regardless of background, culture, and organizational level. Specific examples include, but are not limited to:
• Engage Actively in Diversity, Equity, and Inclusion (IDEA)
• Pursue Continuous IDEA Development
• Cultivate an Inclusive Work Environment

• 3+ years experience in advertising technology or related field 
• 3+ years sales experience in either direct sales, sales training, or account management 
• 1+ years experience in a DSP/programmatic space 
• Dynamic presenter and public speaker 
• Loves to solve problems and dig into challenges 
• Ability to adapt quickly to a rapidly changing technology environment 
• Experience working with and influencing cross functional teams 
• Super-positive attitude, worthy of our ‘raving fan’ service philosophy 
• Ability to learn complex software applications and to thrive in a fast paced, ever-changing, startup environment 
• Excellent written and verbal communication skills, organizational, people, & time management skills 
• Enthusiasm to grow revenue & drive adoption of Basis 
• Deep knowledge of online business practices 
• The ability to travel (including some day and overnight trips)

• Bachelor's degree or higher 
• Experience or certification with Basis & Basis Certified