Customer Success Manager - Remote

Overview

We’re looking to hire a passionate and motivated Customer Success Manager to lead satisfaction, retention, adoption, operations and revenue efforts across Integral Ad Science’s partners. You will drive our approach to account success. You will be at the heart of our customer operations and a crucial part of our Customer Success team.

In Short

• Manage client relationships with IAS’s strategic accounts
• Be responsible for expanding customer relationships; working both on your own accounts and collaboratively with Sales.
• Identify opportunities for increased adoption of IAS products and close additional revenue (expansion/up-sell/cross-sell) from strategic customers.
• Provide thoughtful customer-driven product feedback to customer success leadership and product leadership
• Continuously execute all of the core duties of an IAS Customer Success Manager:
• Be the champion and advocate for the customer at IAS
• Be accountable for customer success and customer satisfaction overall, and, ultimately, renewal and retention/client expansion results
• Build trusted relationships with key stakeholders within customer organizations (agencies, advertisers, publishers and/or networks) to understand their strategic goals, generate proper levels of adoption, manage renewals, and create new revenue opportunities (expansion/up-sell/cross-sell)
• Partner closely with customers to clearly articulate and communicate customer desired business objectives and outcomes to IAS stakeholders
• Be disciplined with continued customer engagement to continually drive high value engagement, adoption and overall value for the customer. This includes establishing a regular cadence (e.g., bi-weekly meetings, regular business reviews) with key customer personnel and repeatedly demonstrating the value of IAS solutions
• Develop executable territory plans to run your book of business.
• Leverage the broader IAS on-boarding team, methodologies, and best practices to support successful implementation on the customer side
• Use in-depth knowledge of customer industry and/or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products
• Demonstrate product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s)
• Proactively track and manage customer relationship health by owning issue resolution and, if necessary, escalating issues; Handle escalations and resolve issues for customers through coordination across functional areas of the company, including Marketing, Sales, Client Services, Engineering, Finance, Training, and/or Support
• Identify & execute/close high-value customer advocacy opportunities – including product beta participation, case studies, internal sales references, external references/co-marketing opportunities
• Develop new materials – presentations, roll-out plans, and proposals – to facilitate customer engagement
• Experience in sales, account management and/or customer success in the ad tech/mar tech/digital media/marketing/advertising space, working with large advertisers and agencies
• Track record of owning customer relationships, overseeing the entire lifecycle of the client, responsible for account retention and growth
• Experience leading client meetings, QBR's, product training, data analysis, and strategic business reviews
• Comfortable with data-driven storytelling and leveraging data to provide customers with recommendations to improve business performance
• Proven track record of meeting or exceeding performance and retention goals
• History of building strong, trusting collaborative relationships with key senior level stakeholders
• Ability to collaborate effectively or lead cross-functional teams
• Excellent written, verbal and listening communication skills
• Experience with Salesforce.com, MS PowerPoint and Excel, and preferably also with next-generation Customer Success tools (e.g., Gainsight and others)
• Ability to travel occasionally for important customer meetings, engagements, etc.
• Bachelor's degree, IT or business related field preferred

Benefits

• Integral Ad Science is an equal opportunity employer, committed to our diversity and inclusiveness.
• We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability or age.
• We strongly encourage women, people of color, members of the LGBTQIA community, people with disabilities and veterans to apply.