Senior Customer Success Operations Manager

PubMatic•New York, NY

10h•$130,000 - $140,000•Hybrid

About The Position

PubMatic is hiring a Senior Customer Success Operations Manager for its CTV and OMNI publisher team in New York. This role owns the day-to-day health, onboarding, integrations, optimization, and revenue growth of a portfolio of publisher accounts, with a focus on CTV and omnichannel inventory. The Senior CSOM investigates integration, delivery, and revenue issues and explains them clearly to technical and non-technical audiences, working with Customer Success Managers, publisher AdOps teams, and internal technical teams to deliver fixes and implementations on schedule. The role stays current on CTV and omnichannel monetization trends, helps define effective onboarding and optimization practices, and puts those practices into use across the Customer Success team. It also coaches newer CSOMs and helps establish team standards for using AI. The position is hybrid in New York, with occasional travel to client sites, including the Bay Area, for strategic and quarterly business reviews.

Requirements

At least 4 years of experience in programmatic monetization or campaign optimization.
Solid understanding of programmatic auction dynamics.
Deep knowledge of ad serving, video and rich media ads, and monetization.
Working knowledge of RTB, PMPs, header bidding/wrapper (Prebid), SDKs, and major ad formats and platforms.
Understanding of the CTV and OTT ad stack, including VAST, server-side ad insertion, pod and ad-break structure, and supply chain transparency (ads.txt, app-ads.txt, sellers.json, schain).
Knowledge of ad servers and platforms such as Google Ad Manager.
Proficiency in Excel or Google Sheets, including pivot tables and lookups, and comfort working with BI tools such as Looker.
Experience using complex datasets to track performance trends, identify anomalies, and determine root causes.
Hands-on experience using AI tools to analyze data, draft documentation, and reduce repetitive work, with sound judgment about when to verify outputs.
Working knowledge of web technologies, ideally HTML and JavaScript.
Experience with debugging tools such as Chrome DevTools, Charles Proxy, or Fiddler, and Prebid debugging tools.
Experience owning a book of publisher or client accounts and a track record of guiding teammates or newer colleagues.
BA/BS degree.
Proactive and self-motivated, curious about new tools, willing to experiment and share learnings, and able to discontinue approaches that do not work.
Strong attention to detail, organization, and structured approach to tasks.
Good documentation skills.
Logical reasoning, problem-solving ability, and an analytical mindset.
Customer-service-oriented attitude.
Excellent written and spoken English skills.

Nice To Haves

Exposure to CTV ad servers and SSAI vendors.
Experience validating VAST tags.
Experience with SQL and other database tools.
Experience connecting AI assistants to internal data and tools, for example through connectors or APIs, to automate diagnostics and reporting.
Experience supporting Mobile App or in-app publishers alongside CTV.

Responsibilities

Own onboarding and optimization for a portfolio of CTV and OMNI publishers, from integration through steady-state revenue growth.
Partner with publishers and internal teams to grow publisher revenue, tracking metrics such as fill rate, eCPM, and time to first revenue.
Prepare for and participate in quarterly business reviews with clients, covering technical issues and product support opportunities.
Where relevant, manage capacity, allocation, and overage conversations alongside the Customer Success team.
Manage account setup and maintain accurate publisher accounts on the PubMatic platform.
Ensure technical integrations are delivered on time and keep publishers informed and supported during implementation.
Work with sales, marketing, business development, product management, and engineering to deliver customized implementation plans for select clients.
Lead publisher and demand-partner escalations, including integration issues, discrepancies, and brand safety matters, through resolution and document root causes.
Build and interpret reporting to surface competitive insights and publisher growth opportunities.
Work with US Customer Success, Product, and Marketplace teams to track and improve monetization across the Americas region.
Gather customer and Customer Success team feedback on monetization gaps and turn it into clear requests for Product.
Keep Salesforce, JIRA, and other support systems current.
Use AI tools to speed up troubleshooting, reporting, and documentation, and share effective practices with the broader Customer Success team.
Build and document repeatable AI-assisted workflows for publisher diagnostics, QBR preparation, and escalation summaries.
Share AI prompts and tips and coach newer CSOMs, while following data security and confidentiality guidelines.
Coach newer CSOMs and share best practices across the team.
Design and build an optimization playbook for CTV and omnichannel publishers.