Customer Success Manager

Basis

1d•$68,636 - $98,270•Remote

About The Position

At Basis, we empower agencies and brands with cutting-edge software that automates digital media operations. Our all-in-one platform supports seamless planning, reporting, and financial reconciliation across direct, programmatic, search, and social media. Weâre not just building advanced technology; weâre also building a culture where passionate, motivated individuals come together to drive meaningful change. Our commitment to inclusivity and growth ensures our employees thrive both professionally and personally. With our headquarters in Chicago, we offer flexible work options across the U.S. and Canada, including remote, hybrid, or on-site at headquarters. ABOUT THE TEAM The Customer Success team is part of the broader Basis Customer Experience team which includes Basis Solutions and Engineering, Customer Onboarding, and Customer Success. The Basis Customer Experience team is the center of our software operations and is the driving force behind our sales and support. Through our âraving fanâ service philosophy, we provide above and beyond service to thousands of advertisers, agencies, and other media buying professionals. Members of this team enjoy the opportunity to gain deep insight into the online advertising world and grow their careers through continued education in the workplace. WAYS YOUâLL CONTRIBUTE You will enthusiastically grow revenue and drive adoption of the Basis Platform through strategic account management and relationship building. You will be responsible for growing existing revenue alongside Sales by partnering with your clients to identify and meet their business objectives, ensuring their success as they adopt a new platform. From training them on Basis usage, DSP strategy and optimization, to defining packages and pricing, youâll own the day to day and become an integral part of your clientsâ digital strategy.

Requirements

Min 2 years experience in advertising technology or related field
Min 2 years sales experience in either direct sales, sales training, or account management
1+ years experience in a DSP/programmatic space
Dynamic presenter and public speaker
Loves to solve problems and dig into challenges
Ability to adapt quickly to a rapidly changing technology environment
Experience working with and influencing cross functional teams
Super-positive attitude, worthy of our âraving fanâ service philosophy
Ability to learn complex software applications and to thrive in a fast paced, ever-changing, startup environment
Excellent written and verbal communication skills, organizational, people, & time management skills
Enthusiasm to grow revenue & drive adoption of Basis
Deep knowledge of online business practices
The ability to travel (including some day and overnight trips)
Commitment to creating inclusive, respectful environments where all voices are valued and supported.
Thoughtful approach to collaboration, design, and decision-making that prioritizes equity, access, and continuous learning.

Nice To Haves

Bachelor's degree or higher
Experience or certification with Basis & Basis Certified

Responsibilities

Owning your own book of dedicated customers; focused on continued revenue growth, widening platform usage, goal development, and establishing clear product feedback communication channels.
Establishing best practices and creative strategies to rapidly grow client spend and platform adoption through continued education, proactive outreach, opportunity tracking, and goal development.
Collaborate with cross functional teams (Product, Sales, and Support) to resolve issues, prioritize feedback, and enhance client value.
Providing business insights through Partner Reviews and other regular reports to help drive revenue and Partner KPIs against platform usage.
Maintain detailed client health tracking, usage metrics, and engagement documentation in CRM and CS tools.
Maintaining a deep understanding of Basis' software products and industry knowledge to be able to speak with customers and the team about the most relevant features/functionality for their specific business needs.
Working closely with champions and decision makers to influence growth strategies thru Raving Fan Service.
Continuing education and developing programmatic buying knowledge and skills of your customers.
Reviewing campaigns and provide detailed feedback to educate platform buyers.
Helping realize client goals by customizing training, guiding campaign set up, and making optimization recommendations.
Working with Basis' internal support, product, and operations teams to provide high level of assistance post sale.
Maintaining and improving the NPS (Net Promoter Score) and advocacy program