Customer Success Manager, Advertising

The Customer Success Manager (CSM) for Advertising plays an important contributor role in the day-to-day of the Customer Success team. As a “player” they are responsible for achieving team and individual targets, managing accounts and providing strategic guidance and support to customers.

The CSM also follows advertising best practices and should have a strong understanding of display ads and other forms of content-based advertising such as newsletters, blog posts and podcasts. This role will be tasked with adhering to engagement expectations and customer activities, and interfaces with different internal groups such as Product, Sales and Marketing.   

The ideal candidate should have demonstrated success in both theory and practice for customer success.

What you’ll do:

• Setting onboarding, training, and go-live schedules (together with Sales and Client)
• Executing onboarding, training and campaign launch schedules (including training of Client where needed)
• Work with Clients to identify goals and success metrics, and keep track of progress
• Provide feedback and guidance to Clients, and work with them to adopt best practices
• Encourage ongoing engagement
• Provide Sales with insights to drive upsells and renewals
• Provide product feedback to Product Team for product enhancements
• Work with Marketing to create content
• Adequately tier Clients based on spend and churn risk, and direct focus and resources accordingly

What you’ll need to have:

• 3+ years experience in an Account Management, Customer Success, or Advertising/Campaign management role
• Proven ability to lead people internally and externally to drive outcomes
• Experience with tools such as Google Ad Manager, Catalyst, AdBook/Fattail and Salesforce
• An outstanding ability to communicate clearly with considerable attention to detail
• A foundation of critical and creative thinking coupled with a passion for customer satisfaction
• Proven track record of hitting or exceeding performance targets  #LI-Remote #LI-KS1