Senior Customer Success Manager at LiveIntent
New York City, NY, US

About the Job:

The Senior Customer Success Manager is a dynamic individual who has a proven Customer Success experience in reducing churn, improving customer adoption, securing upsells, building lasting relationships, and managing high value customers. This key player will be responsible for cultivating and maintaining strong relationships within LiveIntent’s most strategic accounts, ensuring high levels of customer satisfaction and recognition of ROI. The Senior CSM should be comfortable owning, driving and leading strategic conversations and performance reviews (ABRs/QBRs), while being able to work both autonomously and collaboratively in a team environment. They will be the main point of contact for any inquiries from our clients and should be current with any goals, expectations, or needs that the client has requested. This position works closely with our team of Account Executives and will be reporting into the Senior Director of Customer Success. 

Responsibilities:

  • Own and maintain strong relationships with mature strategic accounts and ownership of customers’ success with LiveIntent measured through up-sells, cross-sells, and renewals
  • Identify growth opportunities and design unique strategic plans for each customer that drive towards exceeding quarterly and annual goals
  • Partner with strategic sales, programmatic and others to uncover new revenue streams
  • Day to day client support and engagement as the main point of contact on the accounts – working closely with other departments to ensure an exceptional customer experience and take care of any issues that might arise
  • Possess a deep understanding of partner KPI’s and applicable goal setting
  • Should be able to speak to all aspects of the account in efforts to provide optimal client solutions based on our offerings
  • Lead and attend meetings related to specific accounts, identifying key action items and decisions. Coordinate client performance reviews & kick off calls with clients and account team
  • Conduct customer-focused Quarterly Business Reviews – measuring partner performance against pre-established KPIs, while also developing action plans for future initiatives
  • Work with customers to ensure they are leveraging LiveIntent effectively and finding value in the platform – inclusive of communicating ad specifications and creative lead times, identifying optimization opportunities for campaigns, assisting in implementation and troubleshooting of client campaign set ups
  • Develop and share best practices with team members to continually improve operational efficiency, quality of work, and platform effectiveness

Qualifications:

  • 6+ years customer success/account management experience
  • 5+ years experience at a digital media/publisher/ad-tech agency preferred
  • Ability to drive client and exec level communications
  • Detail oriented, responsive to deadlines, able to juggle multiple tasks and prioritize appropriately
  • Have exceptional oral and written communication skills
  • A general understanding of Ad Serving, Third Party Data, Ad Tags, and Email Service Providers (ESP), basic understanding of HTML a plus
  • Self-Starter with a strong level of time management skills. Ability to multi-task and reprioritize independently

We support employee health and wellness by providing:

  • Comprehensive medical, dental and vision coverage
  • Healthy daily snacks and beverages on tap
  • Family-friendly environment with work/life balance
  • Summer Fridays (head out early to enjoy the great weather!)
  • Weekly in-office Yoga and Pilates classes 
  • Subsidized gym membership
  • LiveIntent sports teams (softball, flag football, soccer etc)
  • Paid Maternity and Paternity leave

 We support diversity and growth within the company with programs and initiatives such as:

  • Bi-annual performance and compensation review process
  • Monthly “Women with Intent” meetings, focusing on fostering a culture of diversity, inclusion and empowerment by creating opportunities for women to grow individually and thrive collectively
  • BID with Intent (Belonging, Inclusion & Diversity) focused on instilling diversity, a sense of belonging, and empowerment into LiveIntent’s culture, core values, and vision
  • Book Club focused on reading and discussing career development-focused content
  • Lunch and Learns with diverse speakers
  • Opportunities to attend industry conferences
  • Access to professional development courses through LinkedIn Learning and Coursera
  • Annual global offsite week focused on team-building, training and employee recognition

About LiveIntent:

LiveIntent, one of the world’s largest people-based marketing platforms, connects 2,500 publishing and advertising brands with over 250 MM verified people every month across all types of media. With the anonymized email address at the center of its industry-leading identity graph, LiveIntent provides brands with solutions that help them monetize, acquire, and retain real people, even where cookies don’t work. LiveIntent enriches a brands’ data, making it possible for them to deepen their understanding of their audiences, and more effectively market to people wherever they are present and paying attention. LiveIntent is home to over 160 people worldwide with offices in New York, Los Angeles, Detroit, Berlin, and Copenhagen.