Senior Customer Success Manager - Media

THE ROLE: 

We're looking for an experienced Senior Customer Success Manager on the Client Services team, who defines the ‘’farmer’’ mentality – someone who thrives on nurturing deep-rooted relationships and harvesting long-term value from a sophisticated book of business.

In this role, you won’t just be managing accounts, you will be the lead architect of their growth. You’ll manage our highest-value clients, navigating the complexities of programmatic and multi-channel digital media to ensure their investment yields maximum returns. If you are a strategic thinker who sees a client objective and immediately starts mapping out a 12-month evolution plan, we want to talk to you.

Primary focus is on transforming a top-tier book of business into a thriving ecosystem of growth. You will be responsible for retention, but more importantly, for the expansion and diversification of our footprint within each account.

This is not a “maintenance” role. We are looking for a growth-oriented professional who views a stable account as a platform for innovation and expansion.

Key Responsibilities

• Strategic Account Planning: Developing and executing on comprehensive plans that aren’t just static documents. You will evolve these plans regularly to align with shifting client KPIs and market trends
• Revenue Growth: Identify untapped opportunities within existing accounts. You’ll lead the charge on upsells and cross-sells by demonstrating how new channels or programmatic strategies solve specific business hurdles
• Programmatic Subject Matter Expertise: Act as a consultant on multi-channel strategies (Display, Video, Social, CTV, etc.). You must be able to speak the language of performance data and attribution
• Executive Presence: Build “high and wide” relationships. You should feel equally comfortable presenting QBRs to CMOs while remaining a trusted partner to a mid-level stakeholder
• Churn Mitigation: Proactively identify “at-risk” signals and deploy recovery strategies before they impact the bottom line.

WHAT YOU’LL BRING:

• Experience: 5+ years in Customer Success or Account Management within the AdTech or Digital Media space
• Proven Success: in managing a customer portfolio and exceeding client expectations.
• Programmatic Fluency: Deep understanding of the programmatic landscape, including DSPs, SSPs and the nuances of multi-channel execution
• The “Farmer” DNA: You enjoy the process of building trust over time and find satisfaction in seeing a client’s spend and sophistication grow under your watch
• Analytical Rigor: You can look at a campaign dashboard and extract a narrative, not just a set of numbers.
• Resilience & Agility: A willingness to pivot between high-level strategy and tactical execution at a moment’s notice
• Sector Expertise: Previous experience managing RMG (Real Money Gaming) or iGaming clients is highly welcomed and will be a significant advantage.

About the Client Services team

Our team thrives because we look out for one another. We’re looking for someone who finds as much satisfaction in mentoring a teammate as they do in closing a growth deal. To us, no task is too small if it contributes to our clients’ success—so while you’ll be leading top-tier accounts, you’re also someone who doesn’t mind rolling up your sleeves for campaign audits or administrative needs. We believe in expertise without ego; we share our 'secret sauce,' we troubleshoot together, and we celebrate every win as a team.

We enjoy an ‘office-first’ culture and maximize opportunities to collaborate, connect and learn together. Our hybrid working models differ depending on your role and location. 

One team, being brave, driving change

Let us know when you apply if you need any assistance during the recruiting process due to a disability.