Senior Customer Success Manager

Job Description:Senior Customer Success Managerat Integral Ad Science (View all jobs)We’re looking to hire a passionate and motivated Senior 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.What You'll Do:Manage client relationships with some of IAS’s largest, most sophisticated and strategic accounts Be an effective collaborator with seller and technical account team, yet strong and demonstrated ability to operate autonomously and without supervision.Be responsible for expanding customer relationships; working both on your own accounts and  collaboratively with Sales.Approach your accounts with a revenue mindset and an ability to own a book of business on your own and understand risk, retention, upsell, and cross-sell opportunities., Identify and sell-in opportunities for increased adoption of IAS products and close additional revenue (expansion/up-sell/cross-sell) from strategic customers.Work closely with Sales to successfully renew client contracts Be a leader and subject matter expert across Customer Success to continuously upskill the organization’s talent base Have a learning mindset and agility with learning new products and product features for effective go-to-market and upsell.Actively participate in cross-organization continuous improvement initiatives to continue to transform IAS Customer Success. Deliver/facilitate formal training sessions for more junior members of the global team Be curious about client needs and thoughtful about the timeframe of different client asks.Provide thoughtful customer-driven product feedback to customer success leadership and product leadershipContinuously execute all of the core duties of an IAS Customer Success Manager: Be the champion and advocate for the customer at IASHave a ‘Bias for Action’ in owning accounts and solving customer issues. Speed is just as important as Ownership.Be accountable for customer success and customer satisfaction overall, and, ultimately, renewal and retention/client expansion resultsBuild 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 stakeholdersBe 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 solutionsDevelop executable success plans including account plans on your accounts or with an Account Executive on Enterprise accounts.Leverage the broader IAS on-boarding team, methodologies, and best practices to support successful implementation on the customer sideUse 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 productsDemonstrate 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 SupportIdentify & execute/close high-value customer advocacy opportunities – including product beta participation, case studies, internal sales references, external references/co-marketing opportunitiesDevelop new materials – presentations, roll-out plans, and proposals – to facilitate customer engagemenWhat You'll Need:6+ years 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 agenciesTrack record of owning customer relationships, overseeing the entire lifecycle of the client, responsible for account retention and growth Strong data storytelling skills a must. This includes ability to analyze data, understand business value of insights to customer and communicate that value.Strong skills especially in Excel and PPT for effective data analysis and chart building to support data storytelling ability.Strong client meeting skills. Experience leading multiple types of client meetings: QBR's, product training, data analysis, and strategic business reviews a must. Demonstrated ability to run set agendas, establish rapport, recap and follow up with client post-meeting.WIllingness to ask questions but also willingness to seek answers and propose a solutions to issues first.Ability to Identify and bring upsell and growth opportunities to client meetings a must.Ability to think ‘big picture’ on account business, including understanding revenue and relationship status quo.Ability to identify account risk and escalate that risk, plus think strategically about account defense plans.Proven track record of meeting or exceeding performance and retention goalsHistory 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 skillsExperience 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.About Integral Ad Science Integral Ad Science (IAS) is a global leader in digital media quality. IAS makes every impression count, ensuring that ads are viewable by real people, in safe and suitable environments, activating contextual targeting, and driving supply path optimization.Our mission is to be the global benchmark for trust and transparency in digital media quality for the world’s leading brands, publishers, and platforms. We do this through data-driven technologies with actionable real-time signals and insight. Founded in 2009 and headquartered in New York, IAS works with thousands of top advertisers and premium publishers worldwide. For more information, visit integralads.com or email us at careers@integralads.com.Equal Opportunity Employer:IAS 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.California Applicant Pre-Collection Notice:We collect personal information (PI) from you in connection with your application for employment or engagement with IAS, including the following categories of PI: identifiers, personal records, commercial information, professional or employment or engagement information, non-public education records, and inferences drawn from your PI. We collect your PI for our purposes, including performing services and operations related to your potential employment or engagement. For additional details or if you have questions, contact us at compliance@integralads.com.To learn more about us, please visit http://integralads.com/ and https://muse.cm/2t8eGlNAttention agency/3rd party recruiters: IAS does not accept any unsolicited resumes or candidate profiles. If you are interested in becoming an IAS recruiting partner, please send an email introducing your company to recruitingagencies@integralads.com. We will get back to you if there's interest in a partnership.#LI-Hybrid