Client Success Manager

Madhive•New York, NY

29d•$80,000 - $90,000•Hybrid

About The Position

Madhive is the leading independent and fully customizable operating system built to help local media professionals build profitable, differentiated, and efficient businesses. Madhive empowers sales teams to extend their reach into streaming and connects local advertisers with the communities they serve. Madhive’s platform provides the unique ability to reach local audiences at national scale, with premium supply partnerships and end-to-end tools for planning, targeting, and measuring full-funnel campaign outcomes. Powering campaigns for over 30,000 small and medium businesses per day, Madhive is driving the evolution of local media. Madhive is currently seeking a Client Success Manager to join its growing team based out of NYC. This is an incredibly exciting time to join the Client Success Team at Madhive. We’re partnering with our Media, Agency, and Brand direct clients to create and scale the best in class, TV-first solutions in the market. The Client Success team is directly responsible for the company’s retention revenue and growth goals. The ideal candidate is fluent in the current ad-tech ecosystem, understands the opportunity before us to transform it, and can balance delivering short and mid-term client goals while staying the course to own or transform parts of the market longer term. This is a hybrid role, working 2-3 days a week at Madhive HQ in the Financial District of New York City.

Requirements

Bachelor’s Degree in Marketing, Advertising, Business or Stats preferred
4+ years of experience in a similar Client Services role
Data-savvy with strong excel skills
Experience hiring, mentoring, and delegating responsibilities to junior team members
Comfortable converting data into actionable items for specific tasks or broader narratives to tell a story
Strong communication skills
Ability to project manage, prioritize and articulate issues to management when they arise
Experience managing, troubleshooting and optimizing platform-based media campaigns in DSPs, Social Platforms or SEM Bid Managers

Nice To Haves

Ad Operation Experience preferred

Responsibilities

Truly own and drive retention and growth for your book of business
Serve as a trusted partner for customers by understanding their business challenges and connecting product solutions to their needs
Own the customer journey from onboarding to renewal, including closing revenue
Work cross functionally to advocate for a customer first mindset across all business decisions
Maintain varying sized clients and books of business focused on growing and retaining clients to drive revenue and ensure customer satisfaction
Serve as the escalation point for assigned clients to resolve questions over email/phone, in status calls, and at on-site office hours as necessary
Support AdOps by monitoring campaign metrics for delivery and KPIs; provide detailed summary of campaign optimizations to all internal teams.
Continual education on capabilities and reporting on deeper applications of products, operations, processes, and self-service offerings
Ensuring that you are driving value by analyzing customer performance, industry & vertical trends, and projections in order to best support your client.
Train and onboard new clients
Drive existing customer net revenue retention and increased adoption and improve customer health
Prepare for and lead Executive Business Reviews
Mentorship and development of team members