Customer Success Manager at Integral Ad Science

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We’re looking to hire a passionate and motivated Customer Success Manager to lead satisfaction, retention, adoption, operations and revenue efforts across Integral Ad Science’s global brands. You will drive our approach to global account success. You will be at the heart of our customer operations and a crucial part of our Customer Success team.

What You'll Do:

  • Manage client relationships with some of IAS’s largest, most sophisticated and strategic accounts 
  • Be responsible for expanding customer relationships; working collaboratively with Sales, identify opportunities for increased adoption of IAS products and close additional revenue (expansion/up-sell/cross-sell) from strategic customers. Work closely with Sales to successfully renew client contracts 
  • Be a leader and subject matter expert across Customer Success to continuously upskill the organization’s talent base 
  • Actively participate in cross-organization continuous improvement initiatives to continue to transform IAS Customer Success. Deliver/facilitate formal training sessions for more junior members of the global team 
  • As appropriate, work with Customer Program Managers and Sales executives to drive successful global activation and roll-out of IAS solutions. Collaborate effectively with Sales and Customer Success leads globally to enable the highest levels of customer service and satisfaction 
  • Help lead Associate CSMs and Customer Program Managers to successfully serve our customers 
  • Provide thoughtful customer-driven product feedback to customer success leadership and product leadership 
  • Continuously execute all of the core duties of an IAS Customer Success Manager: 
    • Be the champion and advocate for the customer at IAS
    • Be accountable for customer success and customer satisfaction overall, and, ultimately, renewal and retention/client expansion results
    • Build trusted relationships with key stakeholders within customer organizations (agencies, advertisers, publishers and/or networks) to understand their strategic goals, generate proper levels of adoption, manage renewals, and create new revenue opportunities (expansion/up-sell/cross-sell)
    • Partner closely with customers to clearly articulate and communicate customer desired business objectives and outcomes to IAS stakeholders
    • Be disciplined with continued customer engagement to continually drive high value engagement, adoption and overall value for the customer. This includes establishing a regular cadence (e.g., bi- weekly meetings, regular business reviews) with key customer personnel and repeatedly demonstrating the value of IAS solutions
    • Develop executable success plans and work with Sales Executives to craft and continuously update strategic account plans
    • Leverage the broader IAS on-boarding team, methodologies, and best practices to support successful implementation on the customer side
    • Use in-depth knowledge of customer industry and/or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products
    • Demonstrate product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s)
    • Proactively track and manage customer relationship health by owning issue resolution and, if necessary, escalating issues; Handle escalations and resolve issues for customers through coordination across functional areas of the company, including Marketing, Sales, Client Services, Engineering, Finance, Training, and/or Support o Rigorously track and report on key metrics for customer success, including Net Revenue Retention/Expansion activities, client interactions and Customer Health-related metrics
    • Identify & execute/close high-value customer advocacy opportunities – including product beta participation, case studies, internal sales references, external references/co-marketing opportunities
    • Develop new materials – presentations, roll-out plans, and proposals – to facilitate customer engagement

What You'll Need:

  • 4+ years experience in sales, account management and/or customer success in the ad tech/mar tech/digital media/marketing/advertising space, working with large advertisers and agencies
  • Track record of owning customer relationships, overseeing the entire lifecycle of the client, responsible for account retention and growth 
  • Experience leading client meetings, QBR's, product training, data analysis, and strategic business reviews 
  • Proven track record of meeting or exceeding performance and retention goals
  • History of building strong, trusting collaborative relationships with key senior level stakeholders 
  • Ability to collaborate effectively or lead cross-functional teams 
  • Excellent written, verbal and listening communication skills
  • Experience with Salesforce.com, MS PowerPoint and Excel, and preferably also with next-generation Customer Success tools (e.g., Gainsight and others) 
  • Ability to travel occasionally for important customer meetings, engagements, etc.
  • Bachelor's degree, IT or business related field preferred

About Integral Ad Science

Integral Ad Science (IAS) is the global market leader in digital ad verification, offering technologies that drive high-quality advertising media. IAS equips advertisers and publishers with both the insight and technology to protect their advertising investments from fraud and unsafe environments as well as to capture consumer attention, and drive business outcomes. Founded in 2009, IAS is headquartered in New York with global operations in 18 offices across 13 countries. IAS is part of the Vista Equity Partners portfolio of software companies. For more on how IAS is powering great impressions for top publishers and advertisers around the world, visit integralads.com.

Equal Opportunity Employer:

IAS is an equal opportunity employer, committed to our diversity and inclusiveness. We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability or age. We strongly encourage women, people of color, members of the LGBTQIA community, people with disabilities and veterans to apply.

California Applicant Pre-Collection Notice:

We collect personal information (PI) from you in connection with your application for employment or engagement with IAS, including the following categories of PI: identifiers, personal records, commercial information, professional or employment or engagement information, non-public education records, and inferences drawn from your PI. We collect your PI for our purposes, including performing services and operations related to your potential employment or engagement. For additional details or if you have questions, contact us at [email protected]

To learn more about us, please visit http://integralads.com/ and https://muse.cm/2t8eGlN

Attention agency/3rd party recruiters: IAS does not accept any unsolicited resumes or candidate profiles. If you are interested in becoming an IAS recruiting partner, please send an email introducing your company to [email protected] We will get back to you if there's interest in a partnership.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
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    • MarketoEmail
    • MarketoLead Gen

Location

At the corner of State & Madison in The Loop, IAS is just a short walk away from Millennium Park, the Chicago Riverwalk, and more.

An Insider's view of Integral Ad Science

How would you describe the company’s work-life balance?

While there’s never a shortage of engaging work to be done, IAS encourages balance with perks like paid volunteer time, unlimited discretionary vacation, and Summer Fridays. On a deeper level, I’m comfortable bringing my authentic self to work. IAS is home to active employee resource groups such as IAS Working Parents, as well as informal groups.

Jessica

Software Engineer

What does your typical day look like?

A typical day involves checking in on client performance, pulling reports, answering questions, & ultimately acting as the face of IAS to my set of clients. I like to think of the Customer Success Manager role as a middle-person between our clients & the solutions needed. The key is not to have all the answers, but to know where you can find them.

Zach

Associate Customer Success Manager

How has your career grown since starting at the company?

I joined IAS in April 2020, and it’s one of the best decisions I’ve made for my career. I’ve helped train teams how to interview, hired dynamic senior level employees to support the growth of our teams, and been given a level of autonomy that I’ve been craving. Everyday is a new challenge that pushes me to evolve, and I love it!

Timothy

Recruiter

How do you make yourself accessible to the rest of the team?

It's more important than ever to have open channels of communication. We hold weekly virtual town halls where we keep everyone updated on important company news, but more importantly, open our leadership team up for questions. We have several open Slack channels where the team can ask about anything - from my US Open picks to our latest policies.

Lisa

Chief Executive Officer

How does your team reward individual success?

My team popularized the notion of awarding karma points on slack which are a light-hearted reward to show appreciation. We also give a shoutout in the R&D newsletter for individual and team achievements.

Milap

DevOps Engineer

What are Integral Ad Science Perks + Benefits

Integral Ad Science Benefits Overview

We want our employees to stay happy, healthy, and inspired. At IAS, we offer unlimited PTO, comprehensive health insurance, and much more - from an employee volunteer program to happy hours and snacks in the office.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Employees get free lunch on Friday.
Happy Hours
Recreational Clubs
IAS sponsors group sports like Basketball, Soccer and Volleyball.
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship is part of our Manager Program and Internship Program.
Time allotted for learning
Online course subscriptions available
Customized development tracks
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