Senior Customer Success Manager

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

📋 Description

• Manage a portfolio of Freestar's intricate publisher accounts as the main strategic liaison.

• Facilitate executive business reviews with a forward-thinking approach to relationships.

• Establish multi-faceted relationships across publisher revenue, ad operations, product, and editorial teams.

• Anticipate potential account risks and opportunities while providing actionable recommendations.

• Oversee comprehensive performance analysis, including trend identification, hypothesis development, test design, and tracking of outcomes.

• Propel optimization across auction dynamics, floor pricing, identity and audience strategies, format diversification, and user experience/revenue trade-offs.

• Act as a technical resource on programmatic mechanics for both publishers and colleagues.

• Collaborate with yield, demand, and product teams to create customized account solutions.

• Identify and cultivate additional expansion opportunities across various products, formats, and services.

• Contribute to renewal discussions by providing account narratives and commercial insights.

• Highlight portfolio trends to guide product development, demand strategy, and improvements in customer success processes.

• Mentor and assist junior Customer Success Managers (CSMs).

• Develop and enhance playbooks, quarterly business review (QBR) templates, and best practices.

• Participate in onboarding and training as a subject matter expert.

⛳️ Requirements

• 5–8 years of experience in customer success, account management, or a publisher-facing role within the ad tech or programmatic advertising sectors.

• Proven ability to manage intricate, high-value accounts with multiple stakeholders.

• Extensive working knowledge of the programmatic ecosystem — including header bidding, floor pricing, auction mechanics, yield optimization, GAM, and identity solutions.

• Strong analytical skills and the capability to independently conduct performance analysis and transform data into a coherent narrative.

• Executive presence and effective communication skills, with the ability to engage at the VP or C-suite level.

• A coaching mindset.

• Self-motivated and proactive; capable of managing a complex portfolio independently.

• Bonus: Experience on the publisher side.

• Bonus: Familiarity with identity and audience solutions, such as UID2, RampID, and first-party data strategies.

• Bonus: Experience with consent management platforms (CMP) and the impact on downstream monetization.

• Bonus: Comfort with customer success (CS) and customer relationship management (CRM) platforms, along with a systematic approach to data-driven portfolio management.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible working hours and remote work options.

• Professional development opportunities and training programs.

• Supportive work culture emphasizing teamwork and collaboration.