Customer Success Manager (Advertising & Media)

MediaRadar

5d•Onsite

About The Position

We are looking for a strategic Customer Success Manager with a deep background in the advertising and media agency space. This role requires someone who thrives within the fast-paced, high-stakes world of agency life and understands how to navigate the complex, multi-layer relationships inherent in large-scale media accounts. You will be responsible for engaging with our enterprise clients post-sales, driving user adoption, and demonstrating tangible business value to ensure high retention. Our Enterprise team needs ambitious, "agency-minded" individuals who can translate technical optimization into creative and commercial wins for our most complex customer base. Note: To comply with the Bill 96 mandate for our Quebec-based clients, professional fluency in French is a core requirement for this position.

Requirements

Professional proficiency in both French and English is required to service clients in Quebec in accordance with the Bill 96 mandate.
Significant experience working within or directly with advertising/media agencies is highly sought after.
3+ years experience supporting customers in customer success, account management, or customer marketing at scale.
Significant level of comfort interacting with large, strategic customers over a variety of mediums (phone, email, webinars).
Self-starter who has fresh ideas when it comes to growing customer engagement.
Great prioritization skills and the ability to execute on customer-facing activities.
Ability to make changes on the fly and continuously improve our processes.
Team player and customer advocate motivated by helping others succeed.
Knows how to listen to the customer and translate their business needs into a personalized consultation.
Highly data-driven and intrigued by the challenge of delivering an awesome experience to hundreds of customers.
A go-getter who thrives in a fast-paced environment, embraces change, and takes the initiative to get things done.

Responsibilities

Manage post-sales activity of large, enterprise customers through strategic and regular touchpoints that require product knowledge, prioritization planning, and project management.
Maintain a deep understanding of the product and make recommendations on how customers can use it to accelerate their own business objectives.
Demonstrate high-touch tactics with customers to drive positive outcomes and articulate value realized for their businesses.
Provide comprehensive support and consultations in French to meet regional mandates and ensure high-quality service for Quebec-based clients.
Develop customized engagement strategies for various points of contact.
Analyze customer data to build and execute engagement strategies within your customer portfolio.
Proactively identify and flag churn risk and work actively with a broader account team to mitigate.
Partner with Marketing, Sales, and Support to provide effective customer engagements.
Function as the voice of the customer, identifying customer trends and providing internal feedback on how we can better serve our customers.