Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a portfolio of clients with responsibility for renewals, upselling, and cross-selling within current publisher accounts.

• Develop and oversee a pipeline of expansion opportunities; ensure visibility into account growth and progress towards objectives.

• Track account performance against forecasts and proactively identify potential risks and opportunities.

• Act as the main point of contact and trusted advisor for assigned accounts.

• Conduct client communications, including business reviews (QBRs/ABRs/SBRs), performance updates, and strategic planning sessions.

• Cultivate an in-depth understanding of partner KPIs, monetization strategies, and success metrics.

• Evaluate campaign and platform performance to offer proactive, data-driven recommendations.

• Identify opportunities for optimization and collaborate with internal teams to implement solutions.

• Convert data into clear, actionable insights that align with client objectives.

• Take charge of account planning, reporting, and overall account health monitoring.

• Maintain solid Salesforce practices, including tracking opportunities, inputting forecasts, and documenting activities.

• Conduct platform demonstrations, onboarding, and training sessions to promote adoption and value realization.

• Collaborate with Sales, Supply Operations, Product, and Support teams to ensure consistent client outcomes.

• Assist with RFP responses and strategic opportunities alongside the Sales team.

• Gather client feedback and insights to guide product and operational enhancements.

⛳️ Requirements

• 4–7+ years of experience in Customer Success, Account Management, or Publisher Partnerships (Supply Side).

• Proven capability to drive renewals and increase revenue within existing accounts.

• Strong client-facing presence with the capacity to influence both day-to-day and executive stakeholders.

• Experience managing multiple accounts with conflicting priorities and deadlines.

• Data-driven mindset with the ability to interpret performance into strategic recommendations.

• Strong operational discipline, including familiarity with CRM tools (Salesforce preferred) and pipeline management.

• Exceptional written and verbal communication skills.

• Preferred: Experience in digital media, ad tech, or publisher ecosystems.

• Preferred: Knowledge of Ad Serving, CRM data/audiences, Ad Tags, and Email Service Providers (ESP).

• Preferred: Basic understanding of HTML and campaign setup processes.

🏝️ Benefits

• Unlimited PTO.

• Comprehensive medical, dental, and vision coverage.

• Employee Equity.

• Employee Discounts.

• Virtual Wellness Classes.

• Pet Insurance.