Customer Success Manager

Overview

Customer Success Manager role owning a portfolio of publisher (Supply) partner accounts end-to-end, responsible for renewals, expansion, and long-term partner value.

What you'll do

• Own a book of business with accountability for renewals, upsell, and cross-sell within existing publisher accounts
• Build and manage a pipeline of expansion opportunities; maintain visibility into account growth and pacing to goals
• Monitor account performance against forecasts and identify risks and opportunities early
• Serve as the primary point of contact and trusted advisor for assigned accounts
• Lead client communications including business reviews (QBRs/ABRs/SBRs), performance updates, and strategic planning sessions
• Develop a deep understanding of partner KPIs, monetization strategies, and success metrics
• Analyze campaign and platform performance to provide proactive, data-driven recommendations
• Identify optimization opportunities and drive execution in partnership with internal teams
• Translate data into clear, actionable insights that align with client goals
• Own account planning, reporting, and overall account health tracking
• Maintain strong Salesforce hygiene including opportunity tracking, forecasting inputs, and activity documentation
• Lead platform demos, onboarding, and training sessions to drive adoption and value realization
• Partner with Sales, Supply Operations, Product, and Support teams to deliver consistent client outcomes
• Support RFP responses and strategic opportunities in partnership with Sales
• Surface client feedback and insights to inform product and operational improvements

What you'll need

• 4–7+ years of experience in Customer Success, Account Management, or Publisher Partnerships (Supply Side)
• Demonstrated ability to drive renewals and grow revenue within existing accounts
• Strong client-facing presence with the ability to influence both day-to-day and executive stakeholders
• Experience managing multiple accounts with competing priorities and deadlines
• Data-driven mindset with the ability to translate performance into strategic recommendations
• Strong operational discipline, including experience with CRM tools and pipeline tracking
• Excellent written and verbal communication skills

Nice to have

• Salesforce experience
• Experience in digital media, ad tech, or publisher ecosystems
• Understanding of Ad Serving, CRM data/audiences, Ad Tags, and Email Service Providers (ESP)
• Basic understanding of HTML and campaign setup processes

Details

• Location: Remote - United States
• Salary range: $110,000 - $120,000, depending on location and experience