Customer Success Manager

Summary

Join Freestar as a Customer Success Manager and work directly with top-tier clients, acting as their primary point of contact. You will need a deep understanding of publisher needs and the ability to communicate technology products effectively. This role requires collaboration with various internal teams to optimize publishers' ad stacks. Responsibilities include maintaining client relationships, monitoring site performance, offering optimization ideas, and pitching new products. You will also serve as a support system between the technical team and publishers, handling escalated situations, and elevating the skill set of the Customer Success team. Freestar offers a fully remote position with opportunities to work with top publishers.

Requirements

• 2-3 years of proven success as an Account Manager or Customer Success Manager
• Experience in the AdTech industry and/or a Publisher background. Advanced understanding of the programmatic advertising ecosystem, specifically header bidding
• Well-versed in Google products, including but not limited to, Google Ad Manager and Google Analytics
• Familiarity with CRM and project management systems such as Salesforce, Trello, Zendesk, and Jira
• Excellent verbal and written communication skills

Responsibilities

• Have a firm grasp of each publisher's business, including their main KPIs, competitive standing, performance initiatives, and industry needs
• Maintain daily and weekly contact with clients to foster the publisher relationship, building a strong rapport and ensuring clear performance strategies are being met
• Lead both client-facing and internal calls, including, but not limited to, business reviews
• Liaise between our clients and internal teams on a daily basis. Be the face and voice of Freestar, responding to clients via phone, email, and Slack
• Monitor site performance, offering optimization ideas
• Serves as a support system between the technical team and the publisher, using data to proactively diagnose, troubleshoot, and resolve anomalies
• Pitch and upsell new products that will have a positive impact on our publishers' performance and overall business. While this is not a sales role, you will still need to be comfortable in offering our publishers all of the Freestar solutions that make sense for their needs. We are revenue experts, so if there is room for growth, our clients expect to hear those ideas from us
• Act as an expert for both Freestar products and industry trends, providing guidance, support, and education to our publishers, with the ability to explain complex technical concepts in simple terms for clients and stakeholders with varying levels of expertise
• Generate new business from current publishers by solidifying our reputation in the marketplace and fostering a strong referral network
• Handle delicate situations that have been escalated and require a high level of skill and temperament to defuse and resolve
• Elevate the skill set of the Customer Success team by sharing industry knowledge, promoting a culture of learning, and discussing best practices

Preferred Qualifications

• Exceptional organizational and time management skills with the ability to navigate and properly prioritize multiple competing deadlines and projects simultaneously
• Strong work ethic and high internal drive, with a strong sense of urgency to drive projects to completion
• Professional maturity and confidence, with the ability to effectively take the lead on both internal and external calls
• Teamwork, interpersonal & relationship-building skills, with the ability to lead by influence and example
• A proactive mindset with the ability to take initiative beyond the specific role, supporting the company and cross-functional teams in achieving our overall goals

Benefits

• Full-Time, Salaried Position
• Fully remote company with collaborative asynchronous teamwork
• The opportunity to drive success alongside some of the top publishers in the world