Customer Success Manager

About the position

As a Customer Success Manager for Media Partnerships at LiveRamp, you will play a crucial role in ensuring the success of our largest and most strategic Media customers ranging from TV, Audio, Streaming, Social, DSPs, and more. This role requires in-depth knowledge of both the Media and AdTech industry and an understanding of both ad sales and brand marketing use cases for media companies. The AdTech landscape is complex and rapidly evolving, making this role pivotal in navigating media partnerships and delivering exceptional results for both our partners and our organization. Decision makers across some of the industry's largest media companies will rely on you as an expert to consult their strategy and roadmap across the ecosystem. Media partners have unique challenges and their solutions are not always out of the box. If you are creative, a strategic thinker, a proactive problem-solver, and a relationship-builder, we invite you to apply and take your career to the next level.

Responsibilities

• Build and maintain strong, long-lasting customer relationships, including C-level contacts.
• Develop, implement, monitor, and optimize strategic success plans that are unique for each customer, including clear objectives and key performance indicators, to ensure client value is achieved.
• Drive the adoption and utilization of LiveRamp solutions to maximize customer value.
• Identify and proactively address any issues or challenges to ensure customer satisfaction.
• Manage the customer renewal process and work to reduce churn and contraction, as well as identifying opportunities to optimize revenue potential within agreements.
• Identify opportunities for upselling and cross-selling LiveRamp's products and services to enhance client outcomes.
• Educate customers on best practices, industry trends, and the latest features and capabilities of LiveRamp's platform.
• Act as an internal advocate and escalation point for your client. Share client feedback, needs, and insights with internal teams to drive product enhancements and improvements.
• Serve as a subject matter expert in media ad sales, staying up-to-date with industry trends, best practices, and emerging technologies across, identity, cloud, ad operations, media planning, buying, selling, measurement, programmatic, TV/CTV and more.
• Understand the specific use cases and challenges faced by media companies in brand marketing.
• Provide strategic guidance to customers on leveraging LiveRamp's solutions to achieve both brand marketing and media ad sales objectives.
• Collaborate with technical resources to optimize and scale Publisher platforms and integrations to reduce friction and increase efficiencies.
• Develop strong relationships with key stakeholders within customer organizations, including product, marketing, advertising and data analytics and collaborate closely to understand their unique objectives and challenges.
• Coordinate with LiveRamp's internal teams, such as sales, product, engineering, and support, to implement and execute client-specific solutions.

Requirements

• 3-5 years Enterprise B2B SaaS Customer Success Management or Account Management experience, with specific emphasis on Media Buying/Selling, Data analytics and Measurement, Cloud, Collaboration, and Identity.
• Knowledge of the media industry, with a focus on ad sales, ad operations, media planning, buying, selling, and measurement.
• Knowledge of marketing strategies for media companies, such as content and tune-in marketing, streaming services marketing, and social media marketing.
• Strong understanding of DSPs, SSPs, and the programmatic advertising ecosystem.
• Must have experience in complex renewal negotiation.
• Strong analytical and problem-solving skills, with the ability to interpret data and provide actionable insights.
• Excellent communication, presentation, and interpersonal skills.
• Ability to thrive in a fast-paced, dynamic environment and adapt to change.
• Customer-focused with a passion for delivering exceptional client experiences.
• Must have experience growing mutually beneficial partnerships and balancing between fixed pricing costs and total revenue potential.
• Familiarity with LiveRamp and its role in the ecosystem, either from brand client or publisher side.
• Experience drafting QBRs, executive summaries, managing renewals & upsells/cross-sells.

Benefits

• Work with talented, collaborative, and friendly people who love what they do.
• We host in-person and virtual events such as game nights, happy hours, camping trips, and sports leagues.
• Flexible paid time off, paid holidays, options for working from home, and paid parental leave.
• Comprehensive benefits package including medical, dental, vision, life and disability, an employee assistance program, voluntary benefits as well as perks programs for your healthy lifestyle, career growth and more.
• 401K matching plan-1:1 match up to 6% of salary.
• Employee Stock Purchase Plan - 15% discount off purchase price of LiveRamp stock (U.S. LiveRampers).
• A comprehensive office equipment and ergonomics program.
• Work in the heart of New York.