Hybrid Senior Customer Success Manager

at Integral Ad Science

• Job title: Senior Customer Success Manager
• Job type: Full Time
• Experience level: Senior
• Salary: $78,400 - $134,400 per year
• Degree requirement: No Education Requirement
• Tech skills: SFDC
• Location requirements: Hybrid, New York City, United States

About the role

• Senior Customer Success Manager supporting Global Accounts in managing strategic relationships. Focus on client satisfaction and growing business within the advertising industry's verification space.

Responsibilities

• Develop and maintain the multi-year strategic client relationship for Global accounts 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 across the globe.
• Work closely with Sales and Customer Success across multiple regions ensuring that the activation of IAS products is carried out in sync with the overall account guidelines and in accordance with client’s specifications.
• 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.
• 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.

Requirements

• Proven experience in a client-facing role within an Agency, Brand, Publisher or Saas company for international accounts
• Fluent French and English essential, will consider candidates with business level French language skills
• A service-oriented ethos with a strong strategic commercial mind-set and a keen understanding of AdTech, SaaS or MarTech.
• Experience managing, consulting and negotiating with DAX 30 corporations with an excellent track record retaining and growing portfolio.
• 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
• Microsoft Office proficient.
• Experience using SFDC, Gainsight or ToTango will be advantageous

Benefits

• paid time off
• health insurance (medical, dental, vision)
• PPO, HSA and FSA options
• 401k with employer matching contributions
• attractive remuneration, both fixed and variable