Customer Success Manager

Summary

Join Pixalate, an online trust and safety platform, as a Customer Success Manager (CSM)! In this remote role, you will manage the complete lifecycle of client accounts, from onboarding to renewals. You will present Pixalate solutions to key clients in the programmatic ecosystem and maintain awareness of client needs. The ideal candidate possesses 2-3 years of experience in client-facing roles within the digital advertising industry and a strong understanding of ad tech. You will be skilled in using various software and tools, including Salesforce and Excel. Pixalate offers excellent benefits, including full medical coverage, unlimited PTO, and a 401k.

Requirements

• Ad servers, exchangers, DSPs, SSPs, and the role of each in the digital advertising ecosystem
• Differences and similarities among digital advertising channels (eg. display, mobile web, in-app mobile, and OTT/CTV)
• Invalid traffic (IVT) and viewability in the context of digital advertising
• BA/BS degree in technical, business, or other related fields (or equivalent experience)
• 2-3 years of experience in client-facing Customer Success, Technical Account Management, and/or Technical Sales roles at SSPs, DSPs, exchanges, advertisers, agencies, publishers, ad networks, or other digital advertising technology vendors
• Skilled in MSFT Excel (eg. pivot tables and graphs), Salesforce, and familiar with Google Drive and JIRA
• Understanding of digital media ecosystem terminology and ad operations tools and practices (eg. campaign optimization, javascript, tagging, cookie, macros, and platforms)
• Demonstrable ability to take ownership and accountability and act on client goals and objectives in a technical environment
• Self-starter capable of thriving in a startup environment
• Ability to maintain poise under stress, especially when resolving time-sensitive issues
• Data-driven, analytical, and process-oriented
• Excellent written and verbal communication/presentation skills

Responsibilities

• Managing the complete lifecycle of client accounts, including onboarding, training, customer support, subscription renewals and upsells, and quarterly business reviews
• Presenting Pixalate solutions to key clients within the programmatic ecosystem, including major sell-side platforms (SSPs), demand-side platforms (DSPs), ad exchanges, and publishers
• Maintaining awareness of client needs and opportunities for expansion
• Understanding the competitive landscape and new industry developments and standards
• Driving positive customer success outcomes: retention, expansion, churn reduction, client advocacy, and account lifetime value
• Ensuring Pixalate product adoption, client satisfaction, and account health

Preferred Qualifications

Proficiency with spoken and written English, a second language is a plus

Benefits

• Excellent benefits package, including medical, dental, and vision insurance Premiums 100% covered for employees and 50% covered for dependents
• Unlimited PTO
• 401k
• Monthly internet reimbursement
• Hybrid, flexible hours
• Opportunity for advancement
• Fun annual team events
• Being part of a high performing team that wants to win and have fun doing it
• Extremely competitive compensation