Customer Success Manager

Roku•New York, NY

13d•$75,000 - $90,000•Hybrid

About The Position

Our Customer Success Manager (CSM) will be a main point of contact for both Sales and their clients, responsible for onboarding new customers, proactive engagement, strategic problem solving, and identifying opportunities for growth within existing accounts. This role is critically important to demand expansion and retention. Our CSMs will work both in pre-sale and post-sale motions. You’ll support clients in their initial campaign set ups and launch, help with media planning, and provide best practices. You’ll also support clients after launch, proactively identifying opportunities for increased performance and revenue incrementality. There are exciting opportunities to build within this role. This customer-facing role will combine strong ad tech expertise, communication skills, and problem-solving abilities to ensure our performance-focused clients get the most out of Roku Ads Manager and know we are here to help them make CTV work. This role reports directly into the Head of Product Commercialization, Ads Manager. For New York Only - The estimated annual salary for this position is between $75,000 and $90,000 annually. Compensation packages are based on factors unique to each candidate, including but not limited to skill set, certifications, and specific geographical location. This role is eligible for health insurance, equity awards, life insurance, disability benefits, parental leave, wellness benefits, and paid time off. In summary, Ads Manager’s Customer Success Manager will work closely with a defined list of key accounts as the main point of contact, super serving these core accounts along with their Sales counterparts to ensure revenue retention and growth. Success in this position requires strong ad tech knowledge, communication skills, a passion for critical thinking, and a hunger to engage with clients. You will be an individual contributor who will work cross-functionally to ensure the clients have what they need to win in CTV. The role is fast-paced in a particularly high-growth area, requiring the ability to work autonomously in an ever-changing environment.

Requirements

2+ years of professional work experience within digital media or a similar industry.
Worked in ad sales customer support, customer service, account management or ad tech adjacent support roles. Bonus points for a focus on self-serve, CTV, and/or with growth marketer personas.
Strong understanding of the ad tech ecosystem, and its common issues and asks.
Track record in retaining and growing client revenue.
Excellent communication skills with a knack for simplifying complex solutions.
A self-starter who’s hungry to attack new challenges that come with servicing clients using a new and innovative ad platform.
Highly collaborative, with the ability to adapt quickly to evolving business needs
The ability to effectively collaborate with cross functional teams.
A naturally curious mindset, eager to learn and grow in a dynamic environment.

Responsibilities

Client Relationship Management: Develop and nurture relationships with clients in partnership with Sales.
Conduct regular check-ins, increasing stickiness and customer satisfaction.
Understand business objectives and KPIs to maximize campaign effectiveness.
Onboarding & Adoption: Guide new clients through initial campaign setup, ensuring a smooth launch.
Drive adoption of performance features, enabling measurable campaign success.
Success & Retention: Proactively monitor campaigns, mitigating churn and dissatisfaction.
Respond promptly to client needs, collaborating with internal teams as needed.
Growth & Expansion: Collaborate with Sales to identify and act on incremental revenue opportunities.
Drive awareness and use of new features, partnerships, and solutions.
Market Feedback: Ensure customer feedback is collected, aggregated, and incorporated into product enhancements and future roadmaps.