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Customer Success Manager


New York City, NY, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: SaaS
  • Post Date: 11/20/2023
  • Website:
  • Company Address: One World Trade, Floor 45, New York, NY , 10007

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.

Job Description

About the Job:
LiveIntent is looking to hire a Customer Success Manager who will be a key player in the internal workflow and client engagement, as well as driving post-sales initiatives for the Supply side of the business. This individual should be comfortable driving and leading client platform demos, performance reviews (QBRs included), and any internal or external calls with or for our partners while being able to work both autonomously and collaboratively in a team environment. They will also 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. 
Day to day client support and engagement as the main point of contact on assigned accounts; identifying optimization opportunities for campaigns and full management of client reporting needs
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
Own mature accounts and responsible for keeping these clients stable and growing, up-selling, cross selling, and renewals of existing client base; monitoring account pacing vs forecast and reaching for stretch goals
Lead and attend meetings for accounts; identifying key action items and decisions (this may include Quarterly and Annual Business reviews or recurring calls)
Lead platform demos and training sessions, kick off calls, RFP support under Sales direction
Coordinate client performance reviews & kick off calls with clients and account team
Suggest improvements to LiveIntent’s platform, systems and process
Communicate ad specifications and creative lead times to advertisers/agencies (providing any required documentation for creative delivery and set up)
Identify optimization opportunities for campaigns and full management of client reporting needs
Assist in implementation and troubleshooting of client campaign set ups
A minimum of 2 years customer success/account management experience
Ability to drive client and executive level communications (written and verbal)
Detail oriented, responsive to deadlines, able to juggle multiple tasks and prioritize appropriately
Ability to utilize data to provide proactive and actionable strategic recommendations to clients
Self-Starter with a comprehensive level of time management skills with the ability to multitask and reprioritize independently
A general understanding of Ad Serving, Third Party Data, Ad Tags, and Email Service Providers (ESP), or basic understanding of HTML
At LiveIntent, we've introduced a hybrid workplace policy. Our office is located at One World Trade Center, with easy transportation access and incredible NYC skyline views. We encourage utilizing this beautiful space to come together and collaborate. The frequency of your office visits will be determined by your role and team.
We support employee health and wellness by providing:
Comprehensive medical, dental, and vision coverage through two different providers with many plans being offered with 100% premium coverage for individuals and families, along with access to our 24/7 telemedicine provider Eden Health
Flexible PTO - We believe that time off to rest and recharge is important to all our employees and benefits everyone
Summer Fridays - Early dismissal to kick off your weekend
Access to BetterUp Care which focuses on the importance of mental fitness by providing confidential coaching and support to help build resilience and sustain well-being as we all navigate the ups and downs of work and life
Monthly wellness expense to use towards gym membership, subscription plan, fitness classes, or personal wellness
WFH expense reimbursement to ensure you are set up for success 
12 weeks of 100% paid parental leave from day one of employment for the birth or adoption of a child
Access to Alma and our Employee Assistance Program which offers confidential assessments, short-term counseling, referrals, and follow-up services to employees
Voluntary benefits such as Critical Illness, Accident and Hospital Indemnity Insurance, Pet Insurance and Identity & Fraud Protection
401k program
We foster belonging, inclusion, and diversity (BID) to help you live your best work life with a common goal of creating a safe space for each other, spreading education, awareness, discussion, and supporting people throughout LiveIntent + beyond through:
Mid-year and annual performance and compensation review process
BID Framework which includes a diverse group of panel leaders, advocates, culture squad members, DEI Executive Committee, and six employee-led resource groups: Asian Alliance at LiveIntent, BlackIntent, Juntos, Parents of LiveIntent, PrideIntent, & Women with Intent
Educational Sessions
Weekly and quarterly employee engagement activities
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 has employees located in Denmark, Germany, UK and US along with offices in New York, Berlin, and Copenhagen.
Instilling diversity, a sense of belonging, and empowerment into LiveIntent’s culture, core values, and vision is core to our success. Our ERG framework and DEI Executive Committee gladly supports several communities such as Asian Alliance at LiveIntent, BlackIntent, Juntos, Parents of LiveIntent, PrideIntent, & Women with Intent which provide individuals at the organization the chance to voice their opinions and feel heard in a space that is safe and welcoming.
LiveIntent is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.
The base salary for this position begins at 70,000 with a maximum salary opportunity of 115,000. When determining compensation for roles, we look at qualifications needed for the position along with the mix of required and preferred skills/experiences, market data, and existing team equity. We rarely hire an individual into a position at the top of the salary band due to the belief that we are hiring people into roles that also challenge them to learn and grow. The band highlights that potential. We put an emphasis on growth and development through our performance and compensation reviews 2x a year in parallel with ongoing conversions with your manager throughout the year.

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