Senior Customer Success Manager

Permutive is a real-time data platform that empowers publishers and advertisers to address all of their audiences, whilst protecting consumer privacy and respecting user consent.

Our unique technology sits behind some of the world's largest publishers such as News Corp, Hearst, BuzzFeed, The Guardian, Conde Nast International to name a few — we enable them to understand and personalise user experiences for hundreds of millions of people every month.

You'll love working with us if you're excited about collaborating with brilliant colleagues, embracing autonomy and responsibility, and tackling challenges that will drive us forward. It’s a great time to join and become a key contributor in shaping Permutive for the future.

Thanks to our category-defining edge technology, we've attracted the attention of global investment partners like EQT Ventures, Octopus Ventures, ACE & Company, and SoftBank Investment Advisers. Additionally, we are listed among YCombinator’s Top 150 companies of all time.

About the role...

As Senior Customer Success Manager, North America, you will focus on deepening our strategic relationships with customers in your book of business, including, but not limited to, publishers with strong presence in North America and globally.

You will be tasked with continuously improving client health across our customers. You will support your customers in continuous innovation within the space of their first party audience strategy, lead the innovation process and collaborate with them to maintain their leading position in the advertising market. You will help them take control of their advertising strategy and ensure they are taking the right steps to grow their revenue through the use of first party data.

About the Team 

You'll be joining a collaborative, diverse customer success team who are based in London, Paris, Berlin, and across the United States. We're focused on ensuring our customers meet their organizations' strategic goals while also helping us achieve world-class customer satisfaction and net revenue retention. We're a forward-thinking team who cares deeply about our customers' businesses; we are industry experts and consultants. We are the voice, eyes, and ears of our customers at Permutive, and we work hard to spread customer empathy in all internal teams.

What you'll be doing...

• Achieving and maintaining high customer health through strategic success and account planning and engagements (e.g. Executive Business Reviews), understanding and improving product usage, and supporting clients in meeting their business objectives

• Managing a book of business, comprised of some of our strategic customers, as well as some customers in the Mid Market; deeply understanding their commercial strategy, needs, and pain points; proactively bringing those insights back to the business

• Your book of business will consist of publisher businesses. You will be expected to become your customers’ strategic advisor, providing guidance and advice as they build their first party data strategy and take it to market. You will help them innovate and ensure that Permutive is a core pillar within their commercial strategy.

• You will proactively support your clients in building and optimizing their direct-sold advertising business, and help them go to market through 1-1 and at-scale enablement tactics

• You will build relationships across the customer’s organization, including senior as well as day-to-day executional stakeholders. You will map the customers’ organization and look to expand our footprint across geographies and teams

• Your conduct, knowledge and expertise will be an example to the rest of the team and you will offer coaching and mentoring to your peers, as well as proactively look for opportunities to learn from them

• You will partner with teams across the business to deliver optimal value for our customers and maintain high customer satisfaction

• You will act as a voice of the customer, bringing product and strategy feedback and uncovering opportunities for new products and features

• You will be a deep industry expert and a thought leader within the advertising and publishing space; you will make a proactive effort to educate yourself on evolving trends and insights in digital advertising, publishing, broadcasting, streaming, data, and privacy

• You  will occasionally manage renewal and upsell opportunities within your portfolio, and look to uncover cross-sell opportunities, with the view of expanding this responsibility over time. In the cases of the renewals and cross-sell of sophisticated, global clients, you will partner with our Account Management team to drive significant account expansion

• Your success in the role will be measured by key performance indicators, such as customer retention and expansion (churn rate and net revenue retention), customer time to value, and customer case studies

What you’ll need?

• Worked as a Senior Customer Success Manager, or an Account Manager within a SaaS organization, in the ad tech or mar tech space

• You have a deep understanding of the publishing and media space and the opportunity presented by digital data targeting

• You have significant experience managing large global contracts and navigating complex organizations

• You have a strong track record of driving best-in-class net revenue retention and developing customer advocacy

• You have a proven ability to build senior stakeholder relationships and map complex organizations across geographies and budget holders

• You have created and/or delivered frameworks for value delivery, tracked them appropriately, and effectively constructed narratives against them (e.g. in EBRs)

• You are very comfortable working with data - you have the skills to effectively visualize data, draw conclusions, and take action based on those

• You are a self-starter, who is comfortable with ambiguity and enjoys solving new problems. For example, where content or collateral does not exist, you will proactively create it and share it with the rest of the team

We’ll be excited if you also have… 

• Direct experience helping global publishers formulate a data strategy

What we're offering...

We take a structured, objective approach to salary-setting, which is based on marketing information, our compensation strategy, and your experience and capability assessed through our interview process. For a candidate who meets our requirements, we pay a base salary between $120,000 and $140,000 with a 20% bonus

Permutive Benefits

• In this together: As a full-time employee, you'll become a shareholder with stock options, sharing in our collective success.

• Family Comes First: Primary caregivers receive up to 6 months of fully paid leave and secondary caregivers receive 3 months of fully paid leave to bond with their little ones.

• Your Time, Your Way: Flexible hours let you fit work around your life, whether it's hitting the gym, meditating, or handling family needs.

• Upgraded Workspace: A $450 budget helps you create the perfect home office setup.

• Recharge & Refocus: Unlimited paid time off (with a minimum of 25 days + public holidays) ensures you get the rest you need.

• Grow with Us: Ongoing training and development opportunities fuel your career aspirations.

• Mental Health Matters: We prioritize your well-being with free access to TalkSpace, our mental health partner.

• Healthy & Happy: Comprehensive health, dental, and vision coverage keeps you and your family feeling your best. Choose a plan with 100% coverage for yourself, with options to cover your dependents at 75%.

Work Your Way

Permutive trusts you to manage your time and deliver results. Our hybrid model allows you to choose where you work best, whether in your own productive space or our London (Farringdon) or New York (Union Square) offices. That said, none of us work alone; we are part of a team. 

To foster collaboration and connection, teams in these locations come together in person at least once a week and are encouraged to benefit from being in our offices to meet with teams more often. Commercial and customer-facing teams are encouraged to embrace in-person interactions to build lasting relationships with clients and colleagues. 

Every Permutive employee gets together in person at the company’s Annual Kick Off for a week in February.  Each year’s event promises to be an exciting opportunity for us to come together, reconnect with colleagues, and align on our shared vision for the year ahead.

Diversity, Equity & Inclusion

At Permutive, we’re taking a thoughtful, intersectional, long-term approach to diversity, equity & inclusion. We care deeply about creating an inclusive work environment that allows everyone to flourish, and we are taking continual action to progress in that direction.

We’re committed to hiring people regardless of race, religion, colour, national origin, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, age, neurodiversity status, disability status, or otherwise.