Senior Manager, Customer Success

Summary

Join Pixalate as a Sr. Customer Success Manager in Singapore and build strong relationships with clients in the US and UK. You will present Pixalate solutions to key clients in the programmatic advertising ecosystem, ensuring product adoption and client satisfaction. Responsibilities include onboarding, training, customer support, business reviews, and managing subscription renewals. This role requires managing clients across different time zones and necessitates a deep understanding of programmatic advertising, ad operations, and the digital media ecosystem. Success in this position demands excellent communication, analytical, and time management skills, along with proficiency in various software tools. Pixalate offers a casual, flexible work environment with subsidized lunches, fun team events, and competitive compensation.

Requirements

• Programmatic digital advertising sufficiently well to communicate client requests to Pixalate’s technical teams
• Ad servers/exchanges/DSPs/SSPs and the role of each in the digital advertising ecosystem
• Differences and similarities among digital advertising channels (e.g., 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 field (or equivalent experience)
• 4+ years 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
• Excellent time management and organizational skills
• Ability to maintain poise under stress, especially when resolving time-sensitive issues
• Understanding of digital media ecosystem terminology and ad operations tools and practices (e.g., campaign optimization, javascript, tagging, cookie, macros and platforms)
• Highly skilled in MSFT Excel (e.g., pivot tables and graphs) and Salesforce (e.g., reporting and dashboards); and familiar with Google Drive (i.e., Docs, Sheets and Slides) and Jira (or comparable issue tracking systems)
• Ability to manage/influence professionally and effectively through persuasion, negotiation, and consensus building
• Data-driven, analytical and process-oriented
• Excellent written and verbal communication / presentation skills
• Self-starter capable of thriving in a startup environment
• Demonstrable ability to take ownership and accountability, and act on client goals and objectives in a technical environment

Responsibilities

• Present Pixalate solutions to key clients within the programmatic ecosystem, including major sell-side platforms (“SSPs”), demand-side platforms (“DSPs”), ad exchanges, and publishers
• Maintain awareness of client needs and opportunities for expansion
• Understand competitive landscape, new industry developments and standards
• Drive positive customer success outcomes: retention, expansion, churn reduction, client advocacy and account lifetime value
• Ensure Pixalate product adoption, client satisfaction and account health
• Onboarding
• Training
• Customer Support
• Business Reviews and Reporting
• Subscription Renewals / Cross-sells / Up-sells
• Account health assessments
• Advocacy

Benefits

• Flexible hours (yes, we mean it - you will never have to sit in traffic anymore!)
• Subsidized lunches (via a GrubHub allowance)
• Fun team events
• Extremely competitive compensation
• Opportunity for advancement (Pixalate will be what you make it)