Senior Customer Success Manager, Integral Ad Science
Global media measurement & optimization
Job no longer available
Global media measurement & optimization
1001+ employees
Job no longer available
1001+ employees
Company mission
To be the global benchmark for trust and transparency in digital media quality.
Role
Who you are
- 6+ years experience in sales, account management and/or customer success in the ad tech/mar tech/digital media/marketing/advertising space, working with large advertisers and agencies
- Track record of owning customer relationships, overseeing the entire lifecycle of the client, responsible for account retention and growth
- Strong data storytelling skills a must. This includes ability to analyze data, understand business value of insights to customer and communicate that value
- Strong skills especially in Excel and PPT for effective data analysis and chart building to support data storytelling ability
- Strong client meeting skills. Experience leading multiple types of client meetings: QBR's, product training, data analysis, and strategic business reviews a must. Demonstrated ability to run set agendas, establish rapport, recap and follow up with client post-meeting
- WIllingness to ask questions but also willingness to seek answers and propose a solutions to issues first
- Ability to Identify and bring upsell and growth opportunities to client meetings a must
- Ability to think ‘big picture’ on account business, including understanding revenue and relationship status quo
- Ability to identify account risk and escalate that risk, plus think strategically about account defense plans
- Proven track record of meeting or exceeding performance and retention goals
- History of building strong, trusting collaborative relationships with key senior level stakeholders
- Ability to collaborate effectively or lead cross-functional teams
- Excellent written, verbal and listening communication skills
- Experience with Salesforce.com, MS PowerPoint and Excel, and preferably also with next-generation Customer Success tools (e.g., Gainsight and others)
- Ability to travel occasionally for important customer meetings, engagements, etc
- Bachelor's degree, IT or business related field preferred
What the job involves
- Manage client relationships with some of IAS’s largest, most sophisticated and strategic accounts
- Be an effective collaborator with seller and technical account team, yet strong and demonstrated ability to operate autonomously and without supervision
- Be responsible for expanding customer relationships; working both on your own accounts and collaboratively with Sales
- Approach your accounts with a revenue mindset and an ability to own a book of business on your own and understand risk, retention, upsell, and cross-sell opportunities.,
- Identify and sell-in opportunities for increased adoption of IAS products and close additional revenue (expansion/up-sell/cross-sell) from strategic customers
- Work closely with Sales to successfully renew client contracts
- Be a leader and subject matter expert across Customer Success to continuously upskill the organization’s talent base
- Have a learning mindset and agility with learning new products and product features for effective go-to-market and upsell
- Actively participate in cross-organization continuous improvement initiatives to continue to transform IAS Customer Success. Deliver/facilitate formal training sessions for more junior members of the global team
- Be curious about client needs and thoughtful about the timeframe of different client asks
- Provide thoughtful customer-driven product feedback to customer success leadership and product leadership
- Continuously execute all of the core duties of an IAS Customer Success Manager:
- Be the champion and advocate for the customer at IAS
- Have a ‘Bias for Action’ in owning accounts and solving customer issues. Speed is just as important as Ownership
- Be accountable for customer success and customer satisfaction overall, and, ultimately, renewal and retention/client expansion results
- Build trusted relationships with key stakeholders within customer organizations (agencies, advertisers, publishers and/or networks) to understand their strategic goals, generate proper levels of adoption, manage renewals, and create new revenue opportunities (expansion/up-sell/cross-sell)
- Partner closely with customers to clearly articulate and communicate customer desired business objectives and outcomes to IAS stakeholders
- Be disciplined with continued customer engagement to continually drive high value engagement, adoption and overall value for the customer. This includes establishing a regular cadence (e.g., bi- weekly meetings, regular business reviews) with key customer personnel and repeatedly demonstrating the value of IAS solutions
- Develop executable success plans including account plans on your accounts or with an Account Executive on Enterprise accounts
- Leverage the broader IAS on-boarding team, methodologies, and best practices to support successful implementation on the customer side
- Use in-depth knowledge of customer industry and/or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products
- Demonstrate product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s)
- Proactively track and manage customer relationship health by owning issue resolution and, if necessary, escalating issues; Handle escalations and resolve issues for customers through coordination across functional areas of the company, including Marketing, Sales, Client Services, Engineering, Finance, Training, and/or Support
- Identify & execute/close high-value customer advocacy opportunities – including product beta participation, case studies, internal sales references, external references/co-marketing opportunities
- Develop new materials – presentations, roll-out plans, and proposals – to facilitate customer engagemen
Our take
Integral Ad Science (IAS) provides verification, optimization, and analytics solutions for the ad industry. It’s a sector that has changed radically since the company was founded back in 2009, but IAS has shown remarkable business savviness in navigating the ups, downs, and advances of the intervening years.
Since being acquired by Vista in 2018, IAS has implemented an aggressive acquisitions strategy of its own. This saw IAS extend its footprint to cover blockchain, TV, photo, and video content, deepen its partnership with TikTok, and expand its safety and suitability measurement program in Twitter. And this helped IAS diversify its product offering to remain competitive in the increasingly crowded adtech and martech markets.
IAS now has a substantial global footprint, and following an IPO has been demonstrating impressive sales, with year-on-year revenue growth exceeding 25% over 2022. Armed with a strong foundation and a road map that balances its focus between traditional advertising and new avenues like web3, its future looks set to be bright.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jan 2014
$30m
SERIES D
Apr 2012
$10m
SERIES C
Total funding: $49.8m
Company benefits
- Healthcare: comprehensive health insurance
- Flexible PTO: Take what you need, when you need it
- Retirement: 401k match in the US, country-specific pension plans
- Parental leave: Full maternity and paternity leave
- Community: Volunteer opportunities
- Celebrating team players: Peer-nominated awards
- Meals and snacks: Stocked kitchens to fuel your day
- Team events: Frequent happy hours, parties and outings
Company HQ
Midtown East, New York, NY
Leadership
Lisa Utzschneider
(CEo)Prior to joining Integral Ad Science in 2018, Lisa spent 3 years at Yahoo working as an SVP of American Sales and then as CRO. She also spent 6 years at Amazon as a Global VP of Advertising Sales and 10 years at Google as a GM of Sales.
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