Manager, Customer Success

ArcSpan•New York, NY

6d•Hybrid

About The Position

ArcSpan is seeking a dynamic and customer-focused Customer Success Manager to serve as the primary point of contact for our growing portfolio of publisher and media-owner customers. In this role, you will be responsible for driving customer satisfaction, product adoption, retention, and growth. You will work closely with customers to help them achieve their audience monetization objectives while acting as a trusted advisor and strategic partner. This position is ideal for someone who thrives in a fast-paced SaaS environment, enjoys working with customers, and has experience in digital media, AdTech, MarTech, audience data, or programmatic advertising.

Requirements

3–5 years of experience in Customer Success, Account Management, Client Services, or related customer-facing roles.
Experience working with digital publishers, AdTech platforms, MarTech solutions, or SaaS businesses.
Understanding of audience data platforms, audience segmentation, and digital advertising ecosystems.
Demonstrated success managing complex customer relationships and achieving retention goals.
Strong analytical skills with the ability to interpret data and generate actionable insights.
Excellent written, verbal, and presentation skills.
Ability to manage multiple customer accounts and priorities simultaneously.
Experience with CRM and workflow management platforms (HubSpot and Monday.com preferred).
Strong data literacy with the ability to visualize data, identify trends, draw conclusions, and recommend actions.
Self-starter mentality with the ability to operate effectively in a fast-growing, entrepreneurial environment.
Comfortable creating new processes, documentation, and customer-facing materials when needed.

Nice To Haves

Experience as a Senior Customer Success Manager or Account Manager within AdTech, MarTech, Media, or SaaS.
Proven ability to build relationships with senior stakeholders and navigate complex organizations.
Strong understanding of publisher audience monetization, Revenue Operations, Ad Operations, and Programmatic Advertising.
Technical aptitude and ability to understand APIs, data integrations, and platform architectures.
Experience with analytics and data visualization tools.
Bachelor's degree in Business, Marketing, Communications, or a related field.

Responsibilities

Serve as the primary liaison between ArcSpan and its customers, acting as a trusted advisor.
Develop a deep understanding of each customer's business objectives and align ArcSpan AMS capabilities to support their goals.
Conduct regular business reviews, strategic planning sessions, and customer check-ins.
Advocate internally for customer needs and collaborate with Product, Engineering, and Leadership teams to ensure customer success.
Guide customers through onboarding, implementation, and adoption of ArcSpan AMS.
Train customers on platform capabilities, audience data strategies, and best practices.
Identify opportunities to improve audience segmentation, activation, and monetization outcomes.
Deliver data-driven recommendations that help customers maximize ROI.
Monitor customer health metrics and proactively address risks or challenges.
Develop customer success plans aligned to each account's goals and maturity level.
Identify expansion opportunities through upselling and cross-selling.
Support renewals and achieve retention targets while maintaining high customer satisfaction.
Partner with technical teams to troubleshoot issues and ensure timely resolution.
Translate technical concepts into business value for non-technical stakeholders.
Coordinate customer integrations, implementations, and data migration initiatives.
Stay current on platform enhancements and effectively communicate new capabilities.
Track and report on customer engagement, platform adoption, and success outcomes.
Analyze customer data to identify trends, opportunities, and areas for improvement.
Prepare executive-level reporting and account status updates.
Contribute to customer success playbooks, processes, and best practices.