Senior Customer Success Manager

Integral Ad Science•Chicago, IL

2d•Hybrid

About The Position

The Senior Customer Success Manager, Growth will support the Customer Success team to provide exceptional service and value realization to our clients, with strong focus on independent agencies. The Sr. CSM will partner with Sales and Technical Account Management to successfully activate new revenue while retaining and growing the existing client portfolio. They will also be responsible for increasing the clients’ adoption of IAS technology, maintaining strong relationships, and ensuring that client campaigns meet goals and objectives. We are looking for candidates who are insatiably curious about the world and their clients. Be fearless with questions and genuine with concern. This role will suit a Customer Success Manager who is passionate about making an impact, driving ROI for their clients. Our Customer Success team prides itself in assisting Advertisers and Agencies alike in making informed decisions on their Digital Media planning and spending. To succeed in this role, you will need to forge strong connections by establishing productive and trusted relationships with key stakeholders across multiple organisations. This role offers potential to gain in-depth experience of the verification space within the advertising industry. With this knowledge you will be empowered to support your clients’ Digital Media strategies, advocating the best use of IAS products, and contributing to mutually successful relationships. We offer our Customer Success teams continuous training opportunities, a flexible remote/hybrid working policy and attractive OTE.

Requirements

Proven experience in a client-facing role within an Agency, Media Partner, Social Platform, or CTV adtech.
A service-oriented ethos with a strong strategic commercial mind-set and a keen understanding of AdTech, SaaS or MarTech.
Strong analytical skills, with the ability to identify business questions, analyse data, draw conclusions, and develop actionable recommendations.
Exceptional organisational skills, with a proven track record of successfully managing projects to completion.
Comfortable in a fast-paced, entrepreneurial and rapid-growth environment.
Ability to work independently as well as part of a team.
Ability to prioritize across multiple initiatives and ability to communicate and manage upward.
Microsoft Office/Google G-Suite proficient.
Experience using SFDC, OpenAI/Gemini/other AI Tools.

Responsibilities

Develop and maintain a large book across several independent agencies to meet and exceed customer objectives and IAS revenue goals.
Act as the lead point of contact for both external and internal stakeholders, in all matters specific to assigned client portfolio.
Ensure successful activation, upselling and retention of our solutions according to client needs and objectives and align account strategy.
Work closely with Sales and Technical Account Management across multiple initiatives ensuring that the activation of IAS products is considering the needs of all client types by informing actively with client and market feedback.
Lead strategic client business meetings, webinars, training sessions and provide Industry trends and analysis.
Act as the Client champion for product feedback and manage issues escalations within cross collaborative initiatives and innovations internally.
Negotiate and activate contract renewals.
Develop a trusted advisor relationship with key client stakeholders and executive sponsors, asking pertinent questions to influence performance.
Attain a thorough understanding of assigned client’s goals, industry trends and best practices.
Build a solid understanding of IAS products and processes to assist clients drive business value and ROI on their Digital spending.
Collaborate with other internal departments on joint processes towards increased customer satisfaction.
Forecast and track key account metrics and revenue.
Own adoption and renewal of IAS services.
Identify and grow opportunities within accounts, and collaborate with sales teams to ensure growth attainment.
Identify at risk opportunities and work with internal and external stakeholders to build solutions.