Senior Customer Success Manager

We’re looking to hire a passionate and motivated Senior Customer Success Manager to lead satisfaction, retention, growth, revenue, and operations efforts across key Integral Ad Science’s partners. You will drive our approach to account success and be a crucial part of our Customer Success team.

What You'll Do:

• Manage end to end client relationships with some of IAS’s largest, most sophisticated and strategic accounts.
• Be responsible for retaining and expanding customer relationships, including owning contract renewals and amendments.
• Identify opportunities for increased adoption of IAS products and close additional revenue (expansion/up-sell/cross-sell) from strategic customers.
• Continuously execute all of the core duties of an IAS Senior Customer Success Manager: 
• Be the champion and advocate for the customer at IAS.
• Be accountable for customer satisfaction overall and renewals with the goal of expansion/growth.
• Build trusted relationships with key stakeholders within customer organizations (agencies, advertisers) to understand their strategic goals, generate proper levels of adoption, manage renewals, and create new revenue opportunities.
• Consistently share voice of customer - clearly communicate customer desired business objectives, outcomes, and product feedback to IAS leadership.
• Be disciplined with continued customer engagement to drive impactful meetings, adoption and overall value for the customer. This includes establishing a regular cadence (e.g., biweekly meetings, regular business reviews) with key customer personnel and repeatedly demonstrating the value of IAS solutions.
• Develop executable territory and account plans to effectively prioritize within and grow your book of business
• 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 maximize value from our products.
• Proactively track and manage customer relationship health by owning issue resolution and escalating issues when needed.
• Successfully partner with cross functional teams where applicable including Technical Account Management, New Business/Sales, Marketing, Finance, Business Operations, Global Partnerships and others.
• Identify & execute/close high-value customer advocacy opportunities – including product beta participation, case studies, internal sales references, co-marketing opportunities.
• Prepare and deliver compelling presentations and proposals that highlight the unique selling points of IAS solutions and demonstrate how they align with the client's goals and objectives.
• Lead cross-functional projects and contribute as specific subject matter, market, and/or industry expert.

What You'll Need:

• 6+ years of relevant work 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 building and owning customer relationships (including executive level) and overseeing the entire lifecycle of the client.
• Experience managing contract renewals, negotiations, upsells, and amendments - engaging with internal (pricing, sales operations) and external (procurement) stakeholders; responsible for account retention and growth. 
• Experience leading client meetings, QBR's, product training, data analysis, and strategic business reviews.
• Proven track record of meeting or exceeding performance and retention goals.
• Ability to collaborate effectively or lead cross-functional teams.
• Excellent written, verbal and listening communication skills.
• Experience with Salesforce, MS PowerPoint and Excel, Google Workspace, and Business Intelligence tools (ex Looker).
• Ability to work in our Chicago, IL office 3 days per week (hybrid work model) and travel occasionally for important customer meetings, engagements, etc.
• Bachelor's degree, related field preferred.

About Integral Ad Science

Equal Opportunity Employer:

IAS is an equal opportunity employer, committed to our diversity and inclusiveness. We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability or age. We strongly encourage women, people of color, members of the LGBTQIA community, people with disabilities and veterans to apply.

California Applicant Pre-Collection Notice:

We collect personal information (PI) from you in connection with your application for employment or engagement with IAS, including the following categories of PI: identifiers, personal records, commercial information, professional or employment or engagement information, non-public education records, and inferences drawn from your PI. We collect your PI for our purposes, including performing services and operations related to your potential employment or engagement. For additional details or if you have questions, contact us at [email protected].

To learn more about us, please visit http://integralads.com/ 

Attention agency/3rd party recruiters: IAS does not accept any unsolicited resumes or candidate profiles. If you are interested in becoming an IAS recruiting partner, please send an email introducing your company to [email protected]. We will get back to you if there's interest in a partnership.

#LI-Hybrid