Customer Success Manager
We’re looking for an experienced and highly motivated Customer Success Manager to join our Customer Success team. The Customer Success Manager will partner with Sales and Customer Operations to successfully onboard, retain, grow and engage at a high level with priority accounts. The primary focus of this role is to shorten time to value realization, solidify strong partner relationships with key senior level stakeholders, align IAS solutions with client goals & objectives, and ultimately deliver desired outcomes for our most valued accounts.
Customer Success Managers build comprehensive knowledge of the verification and analytics space within the advertising industry and use this knowledge to support and advise clients’ digital media strategies. This role will suit an experienced Customer Success Manager who is passionate about making an impact, driving ROI for their clients, and forging strong high-level relationships with agencies and marketers directly.
What you’ll do:
- Oversee the full client lifecycle and all aspects of client health including onboarding, value realization, optimization, expansion, and renewal, while leading product adoption and value realization for a book of highly strategic accounts.
- Master thorough knowledge of IAS products and services to ensure the timely and successful delivery of our solutions, according to the needs and objectives of each client.
- Identify expansion upsell and cross-sell opportunities, present solutions to clients, and successfully grow your book of business.
- Act as the primary point of contact and account owner for all matters specific to assigned clients, providing problem resolution and escalations in a timely manner.
- Own client meetings, including presenting product training, data analysis, strategic business reviews and additional engagement modules.
- Develop a trusted advisor relationship with key client stakeholders and executive sponsors, fostering regular, impactful engagement.
- Understand client goals and communicate and advocate for clients’ needs internally.
- Identify at risk opportunities and work with internal and external stakeholders to build and enact solutions.
- Work with Client Services, Sales, Product Marketing, and Finance to create best-in-class service experiences for all clients.
- Act as a thought leader within the larger Customer Success team to share industry learnings and demonstrate best practices
What you’ll need:
- 3+ years in a client-facing customer success/account management role in ad tech.
- Service-oriented ethos with a strong business acumen.
- The ability to align IAS solutions to client’s goals & objectives and deliver on desired outcomes.
- Create and successfully manage and against mutual action plans and strategic account plans.
- The ability to own the partner relationship and act as the client’s chief advocate and primary point of contact.
- Experience managing, consulting, and negotiating with clients with an excellent track record of retaining and growing a portfolio.
- Strong analytical skills, with the ability to identify business issues, analyze data, draw conclusions, and develop actionable recommendations.
- Exceptional organizational skills, with a proven track record of successfully managing projects to completion with precise attention to detail.
- Comfortable in a fast-paced, entrepreneurial, and rapid-growth environment.
- The ability to work independently as well as being an integral part of a larger team.
- Comfort working in multiple platforms and systems, with Salesforce proficiency being a priority.
- Curiosity; Business acumen; relationship building; outcomes driven; managing multiple projects and stakeholders; a challenger mindset; patience & persistence
- Strong programmatic experience, either as a trader or a planner
- Fluent in Spanish and English.
IAS strives to maintain a COVID-free workplace and the health and safety of our employees is a priority. IAS implemented a policy that requires all employees (with limited exceptions) to be fully vaccinated and provide proof of vaccination prior to employment, to the fullest extent permitted by applicable law.
About Integral Ad Science
Integral Ad Science (IAS) is a global leader in digital media quality. IAS makes every impression count, ensuring that ads are viewable by real people, in safe and suitable environments, activating contextual targeting, and driving supply path optimization.
Our mission is to be the global benchmark for trust and transparency in digital media quality for the world’s leading brands, publishers, and platforms. We do this through data-driven technologies with actionable real-time signals and insight. Founded in 2009 and headquartered in New York, IAS works with thousands of top advertisers and premium publishers worldwide. For more information, visit integralads.com or email us at [email protected].
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.
#LI-Remote