Senior Customer Success Manager

$120,000 - $140,000/Yr

Permutive - New York, NY

Full-time - Senior

New York, NY

Professional, Scientific, and Technical Services

About the position

As Senior Customer Success Manager, North America, you will focus on deepening our strategic relationships with customers in your book of business, including, but not limited to, publishers with strong presence in North America and globally. You will be tasked with continuously improving client health across our customers. You will support your customers in continuous innovation within the space of their first party audience strategy, lead the innovation process and collaborate with them to maintain their leading position in the advertising market. You will help them take control of their advertising strategy and ensure they are taking the right steps to grow their revenue through the use of first party data.

Responsibilities

• Achieving and maintaining high customer health through strategic success and account planning and engagements (e.g. Executive Business Reviews), understanding and improving product usage, and supporting clients in meeting their business objectives
• Managing a book of business, comprised of some of our strategic customers, as well as some customers in the Mid Market; deeply understanding their commercial strategy, needs, and pain points; proactively bringing those insights back to the business
• Becoming your customers' strategic advisor, providing guidance and advice as they build their first party data strategy and take it to market
• Proactively supporting clients in building and optimizing their direct-sold advertising business, and helping them go to market through 1-1 and at-scale enablement tactics
• Building relationships across the customer's organization, including senior as well as day-to-day executional stakeholders
• Offering coaching and mentoring to peers, as well as proactively looking for opportunities to learn from them
• Partnering with teams across the business to deliver optimal value for customers and maintain high customer satisfaction
• Acting as a voice of the customer, bringing product and strategy feedback and uncovering opportunities for new products and features
• Being a deep industry expert and a thought leader within the advertising and publishing space
• Managing renewal and upsell opportunities within your portfolio, and looking to uncover cross-sell opportunities

Requirements

• Worked as a Senior Customer Success Manager, or an Account Manager within a SaaS organization, in the ad tech or mar tech space
• Deep understanding of the publishing and media space and the opportunity presented by digital data targeting
• Significant experience managing large global contracts and navigating complex organizations
• Strong track record of driving best-in-class net revenue retention and developing customer advocacy
• Proven ability to build senior stakeholder relationships and map complex organizations across geographies and budget holders
• Created and/or delivered frameworks for value delivery, tracked them appropriately, and effectively constructed narratives against them (e.g. in EBRs)
• Comfortable working with data - skills to effectively visualize data, draw conclusions, and take action based on those
• Self-starter, comfortable with ambiguity and enjoys solving new problems

Nice-to-haves

• Direct experience helping global publishers formulate a data strategy

Benefits

• As a full-time employee, you'll become a shareholder with stock options, sharing in our collective success.
• Primary caregivers receive up to 6 months of fully paid leave and secondary caregivers receive 3 months of fully paid leave to bond with their little ones.
• Flexible hours let you fit work around your life, whether it's hitting the gym, meditating, or handling family needs.
• A $450 budget helps you create the perfect home office setup.
• Unlimited paid time off (with a minimum of 25 days + public holidays) ensures you get the rest you need.
• Ongoing training and development opportunities fuel your career aspirations.
• We prioritize your well-being with free access to TalkSpace, our mental health partner.
• Comprehensive health, dental, and vision coverage keeps you and your family feeling your best. Choose a plan with 100% coverage for yourself, with options to cover your dependents at 75%.