Customer Success Manager

Summary

Join Integral Ad Science (IAS) as a Customer Success Manager (CSM) and partner with Sales, Technical Client Services, and Solutions Engineers. You will onboard new accounts, retain and grow sales revenue within existing accounts, and increase client adoption of IAS publisher technology. Maintain strong client relationships and ensure client campaigns meet objectives, focusing on growing long-term client revenues. This role offers in-depth experience in the advertising industry's verification space, allowing you to develop technical, communication, and commercial skills. You will be responsible for overseeing client lifecycles, preparing regular reporting and data analysis, and developing trusted advisor relationships with clients. The position also involves identifying upsell opportunities and collaborating with various teams.

Requirements

• Understanding of programmatic advertising industry required
• Strong analytical skills, with the ability to identify business issues, analyze data, draw conclusions, and develop actionable recommendations
• Demonstrated ability to effectively communicate, present and advise clients
• Ability to learn quickly and grasp different processes and systems
• Enthusiasm to work in a fast-paced and demanding environment
• Exceptional organizational skills with the ability to prepare clear and concise documents
• Fluency with Microsoft PowerPoint, Word, Excel

Responsibilities

• Understand the digital advertising ecosystem of advertisers, agencies, publishers, and media technology partners
• Build a solid understanding of all IAS products and processes
• Oversee the lifecycle and all aspects of client health including on-boarding, value realization, and renewal, while spearheading further adoption of IAS services. Act as the lead point of contact and account owner for all matters specific to assigned clients, providing problem resolution and escalations in a timely manner
• Prepare regular reporting and data analysis of client activity
• Develop trusted advisor relationships with key client stakeholders and ensure the timely and successful delivery of IAS solutions according to client needs/objectives
• Assist with critical customer requests/escalations as needed while identifying at-risk scenarios and work with internal/external stakeholders to build & enact solutions
• Identify and drive upsell opportunities alongside the Sales team within current accounts
• Conduct regular business reviews with key clients to highlight IAS value
• Meticulously track customer engagements via internal systems to document customer lifecycle
• Work cross collaboratively with Sales & Customer Success teams to successfully onboard new customers
• Keep up to date with all product enhancements and developments and communicate these to clients in a clear and intelligent manner
• Collaborate with team members by sharing industry knowledge/developments and account-specific knowledge

Preferred Qualifications

• 2-4 years experience in Ad Tech, agency, DSP, or publisher preferred
• Experience working in Salesforce, Gainsight, GAM, GCM is a plus

Benefits

• Paid time off
• Health insurance (medical, dental, vision) as well as PPO, HSA and FSA options
• 401k with employer matching contributions
• Competitive compensation
• Annual bonus
• Other incentive plans including employee stock purchase plans and other equity based bonuses