Customer Success Manager- NY

Ex.Co • New York, NY

7d • Onsite

About The Position

EX.CO is seeking a Customer Success Manager to join their core team in the NYC office. This role will act as the liaison between publishers and EX.CO’s Product, RevOps, and Tech teams to achieve publisher KPIs, revenue goals, and promote EX.CO’s video platform. The position involves delivering best-in-class services through strategic vision, training, and planning sessions, ensuring continuous growth throughout the customer journey. The Customer Success Manager will be the primary point of contact for publishers and their advocate within EX.CO, staying informed about industry trends to guide customers through changes.

Requirements

• 4+ years of customer-facing experience (Customer Success, Client Services, Account Manager, Program Manager).
• 3+ years of experience at an Ad-Tech company or publisher.
• Customer-centric approach to managing and growing customer relationships.
• Entrepreneurial spirit, eager to learn and diligent contributor.
• Stellar organizational, writing, listening, and presentation skills.
• Sense of ownership skills, time management, project management, and prioritization.
• Ability to be analytical, resourceful and tech-interested to see problems to resolution.

Nice To Haves

• Experience using tools such as Tableau and CRM tools (Zendesk, Salesforce, Monday).
• Familiarity with SSPs, OVPs, DSPs.
• Served as consultant to media or video companies.
• Sales background having led upsell opportunities.
• Previously worked as a Program or Project Manager directly with customers.

Responsibilities

• Lead strategic relationships with a portfolio of global Online Video and Connected TV (CTV) publisher accounts, building trusted executive relationships and guiding customers through every stage of the customer lifecycle to maximize retention, growth, and long-term success.
• Manage a global book of business across multiple regions and time zones, ensuring proactive communication, timely execution, and a consistent, high-quality customer experience.
• Partner cross-functionally with Business Development, Ad Operations, Product, Engineering, and other key stakeholders to deliver seamless customer onboarding, accelerate product adoption, and drive ongoing business growth.
• Identify expansion and upsell opportunities by leveraging customer performance data, market trends, and new product capabilities to increase account value and support revenue growth.
• Lead strategic business planning sessions, define customer success objectives, and deliver executive-level Quarterly Business Reviews (QBRs) that communicate business outcomes, performance insights, and growth opportunities.
• Act as the voice of the customer by advocating for publisher priorities internally, influencing product enhancements, and providing executive leadership with regular updates on customer health, risks, opportunities, and strategic initiatives.
• Demonstrate deep technical and industry expertise by leveraging self-service platforms, navigating complex advertising technology ecosystems, and applying programmatic advertising knowledge to resolve customer challenges and optimize business outcomes.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed