Manager, Customer Success - Emerging and Scaled

We are seeking a Manager of Customer Success to support our Ads business globally for the Emerging & Scaled markets. The ideal candidate will have a proven track record in leading Customer Success teams, demonstrating strong leadership and revenue management and operations skills, along with a deep passion for digital media, music, podcasts, and innovation.

We are looking for someone who is enthusiastic about our product and possesses extensive industry knowledge in digital media. This role will focus on developing long-term consultative solutions, as well as leading, empowering, and strengthening a team of front-line Customer Success Managers. The right candidate will be confident yet humble, hardworking, and able to maintain a sense of fun.

What You'll Do

• You will work with and report directly to the Head of Revenue Programs in Emerging & Scaled to collaborate, strategize, shape, develop and evolve the team to continually meet and exceed the needs and expectations of our internal and external partners.
• In close collaboration with the Sales, you will build strategy and drive execution via outstanding customer service for the most strategic clients in Emerging & Scaled.
• Work closely with the sales support vendor management to implement roles & responsibilities between the CSMs and Account Coordinator teams
• You will directly manage a team of Customer Success Managers to support and drive revenue alongside the Client Partner team.
• You will be a guide on all responsibilities, processes, reporting and tools of the Customer Success Management role and a validated leader of the CSM teams aligned to the business you support.
• Partner and deeply collaborate with Sales Leadership on key accounts needs, account planning exercises, QBRs, etc, and act as an operational point of contact and escalation resource for clients and internal teams.
• Provide team mentorship and coaching while delivering tailored solutions to client requests.
• Maintain and approve policy exception requests relating to Service Level Agreements, Compliance, Pricing, Makegoods, and more.
• Build a strong cross-functional network and conduct regular status meetings with the leaders of these teams to maintain alignment that supports the business.
• Supervise completion of CSM team recurring tasks including pipeline hygiene, campaign pacing, production tracking, measurement outcomes and client billing.
• Assess staffing needs and lead the interviewing, hiring and onboarding of talent.
• Identify the needs and lead training for the CSM team inclusive of role-specific, soft-skills, procedural and developmental curriculum.
• Provide bi-annual development talks to your team.
• Review and approve administrative tasks for each individual on your team.
  
  

Who You Are

• Bachelor’s degree or equivalent experience, preferably in Sales, Advertising, Marketing, or Business.
• 10 years of Digital Advertising Customer Success Management experience, and 5 years of management experience.
• You are a digital media leader and consultant and have a consistent record of success.
• You have strong agency and industry relationships.
• Someone with a deep understanding of the advertising landscape and expertise in account planning, strategic planning, and media buying within Direct & Programmatic environments.
• Experience running a team where Data & Insights drive the direction of the business.
• You know how to translate client requests for internal cross-functional teams gracefully.
• You are detail oriented and find solutions for clients while improving internal processes.
• You are highly motivated, entrepreneurial, upbeat, and willing to thrive in a high growth, fast-paced organization.
• You hold positive relationships with internal and external partner teams.
• You are an effective listener and clear communicator as well as you have excellent problem solving and negotiating skills.
• You are passionate about identifying and developing excellent customer service skills in others.
• You have experience working within CRMs, OMSs, ad servers and other digital media tech systems and platforms, and are experienced in tools like Excel and PowerPoint.
  
  

Where You'll Be

• This role is based in either New York, LA or London
• We offer you the flexibility to work where you work best! There will be some in person meetings, but still allows for flexibility to work from home. We ask that you come into the office 2-3 times per week.
  
  

The United States base range for this position is $103,099 to $147,284, plus equity, plus bonus or commission. The benefits available for this position include health insurance, six month paid parental leave, 401(k) retirement plan, monthly meal allowance, 23 paid days off, 13 paid flexible holidays. These ranges may be modified in the future.

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