Customer Success Manager

Location: Remote, London

Classification: Full Time

Min. Experience: Mid Level

Position Overview:

Pixalate is hiring a Customer Success Manager (CSM) to join our growing team in London. Successful candidates will use programmatic expertise and knowledge of the digital landscape to establish and maintain active relationships with client accounts.

This role is remote but may require occasional travel to meet with clients.

Who We Are Looking For:

CSMs will be expected to demonstrate knowledge of the programmatic landscape in order to properly convey client requests to Pixalate’s technical teams, including:

• Ad servers, exchangers, DSPs, SSPs, and the role of each in the digital advertising ecosystem
• Differences and similarities among digital advertising channels (eg. display, mobile web, in-app mobile, and OTT/CTV)
• Invalid traffic (IVT) and viewability in the context of digital advertising

This role will require someone who has:

• BA/BS degree in technical, business, or other related fields (or equivalent experience)
• 2-3 years of experience in client-facing Customer Success, Technical Account Management, and/or Technical Sales roles at SSPs, DSPs, exchanges, advertisers, agencies, publishers, ad networks, or other digital advertising technology vendors
• Highly skilled in MSFT Excel (eg. pivot tables and graphs), Salesforce, and familiar with Google Drive and JIRA
• Understanding of digital media ecosystem terminology and ad operations tools and practices (eg. campaign optimization, javascript, tagging, cookie, macros, and platforms)
• Demonstrable ability to take ownership and accountability and act on client goals and objectives in a technical environment
• Self-starter capable of thriving in a startup environment
• Ability to maintain poise under stress, especially when resolving time-sensitive issues
• Data-driven, analytical, and process-oriented
• Excellent written and verbal communication/presentation skills
• Proficency with spoken and written English, a second language is a plus

Key Responsibilities:

CSMs are responsible for:

• Managing the complete lifecycle of client accounts, including onboarding, training, customer support, subscription renewals and upsells, and quarterly business reviews
• Presenting Pixalate solutions to key clients within the programmatic ecosystem, including major sell-side platforms (SSPs), demand-side platforms (DSPs), ad exchanges, and publishers
• Maintaining awareness of client needs and opportunities for expansion
• Understanding the competitive landscape and new industry developments and standards
• Driving positive customer success outcomes: retention, expansion, churn reduction, client advocacy, and account lifetime value
• Ensuring Pixalate product adoption, client satisfaction, and account health

Benefits:

• Generous benefits package including 25 days holiday plus Bank holidays
• Defined contribution Pension scheme
• Casual, remote work environment
• Flexible hours
• Opportunity for advancement
• Fun annual team events
• Being part of a high-performing team that wants to win and have fun doing it
• Extremely competitive compensation

Who We Are:

• We believe in small teams that produce high output
• Slack is a way of life; short emails are encouraged
• Fearless attitude holds high esteem
• Bold ideas are worshipped
• Chess players do well
• Titles don’t mean much; you attain respect by producing results
• Everyone’s a data addict and analytical thinker
• Collaboration, collaboration, collaboration

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