Senior Customer Success Manager

Job Description:

The Senior Customer Success Manager, Growth will support the Customer Success team to provide exceptional service and value realization to our clients, with strong focus on independent agencies. The Sr. CSM will partner with Sales and Technical Account Management to successfully activate new revenue while retaining and growing the existing client portfolio. They will also be responsible for increasing the clients’ adoption of IAS technology, maintaining strong relationships, and ensuring that client campaigns meet goals and objectives.

We are looking for candidates who are insatiably curious about the world and their clients.  Be fearless with questions and genuine with concern

This role will suit a Customer Success Manager who is passionate about making an impact, driving ROI for their clients. Our Customer Success team prides itself in assisting Advertisers and Agencies alike in making informed decisions on their Digital Media planning and spending. To succeed in this role, you will need to forge strong connections by establishing productive and trusted relationships with key stakeholders across multiple organisations.

This role offers potential to gain in-depth experience of the verification space within the advertising industry. With this knowledge you will be empowered to support your clients’ Digital Media strategies, advocating the best use of IAS products, and contributing to mutually successful relationships. We offer our Customer Success teams continuous training opportunities, a flexible remote/hybrid working policy and attractive OTE.

Responsibilities:

Account Management

• Develop and maintain a large book across several independent agencies 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
• Work closely with Sales and Technical Account Management across multiple initiatives ensuring that the activation of IAS products is considering the needs of all client types by informing actively with client and market feedback
• 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 within cross collaborative initiatives and innovations internally
• Negotiate and activate contract renewals

Value Realisation

• 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

Commercials

• 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

Experience

• Proven experience in a client-facing role within an Agency, Media Partner, Social Platform, or CTV adtech
• A service-oriented ethos with a strong strategic commercial mind-set and a keen understanding of AdTech, SaaS or MarTech.
• 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
• Ability to prioritize across multiple initiatives and ability to communicate and manage upward
• Microsoft Office/Google G-Suite proficient. Experience using SFDC, OpenAI/Gemini/other AI Tools.

IAS Pay Transparency:

The annualized base salary ranges for the primary location, and any additional locations are listed below. Our pay ranges are based on the work location. As part of IAS compensation package, we offer a comprehensive benefits package that includes paid time off, health insurance (medical, dental, vision) as well as PPO, HSA and FSA options and 401k with employer matching contributions. All full-time employee roles include competitive compensation and are eligible for an annual bonus and/or other incentive plans. Each candidate’s compensation package is based on multiple factors, but not limited to, geography, experience, skills, job duties, and business need.

Primary Location:

US - Chicago, IL

Primary Location Base Pay Range:

$78,400.00 - $134,400.00 Annual

About Integral Ad Science:

Integral Ad Science (IAS) is a leading global media measurement and optimization platform that delivers the industry’s most actionable data to drive superior results for the world’s largest advertisers, publishers, and media platforms. IAS’s software provides comprehensive and enriched data that ensures ads are seen by real people in safe and suitable environments, while improving return on ad spend for advertisers and yield for publishers. Our mission is to be the global benchmark for trust and transparency in digital media quality. For more information, visit 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.

Attention 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.

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