Senior Customer Success Manager

| Greater NYC Area | Hybrid
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We’re looking to hire a passionate and motivated Senior Customer Success Manager to lead satisfaction, retention, adoption, operations and revenue efforts across Integral Ad Science’s global brands. You will drive our approach to global account success. You will be at the heart of our customer operations and a crucial part of our Customer Success team.

What You'll Do:

  • Manage client relationships with some of IAS’s largest, most sophisticated and strategic accounts 
  • Be responsible for expanding customer relationships; working collaboratively with Sales, identify 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 
  • 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 
  • As appropriate, work with Customer Program Managers and Sales executives to drive successful global activation and roll-out of IAS solutions. Collaborate effectively with Sales and Customer Success leads globally to enable the highest levels of customer service and satisfaction 
  • Help lead Associate CSMs and Customer Program Managers to successfully serve our customers 
  • 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
    • 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 and work with Sales Executives to craft and continuously update strategic account plans
    • 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 o Rigorously track and report on key metrics for customer success, including Net Revenue Retention/Expansion activities, client interactions and Customer Health-related metrics
    • 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 engagement

What You'll Need:

  • 4+ 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 
  • 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
  • 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

About Integral Ad Science

Integral Ad Science (IAS) is the global market leader in digital ad verification, offering technologies that drive high-quality advertising media. IAS equips advertisers and publishers with both the insight and technology to protect their advertising investments from fraud and unsafe environments as well as to capture consumer attention, and drive business outcomes. Founded in 2009, IAS is headquartered in New York with global operations in 18 offices across 13 countries. IAS is part of the Vista Equity Partners portfolio of software companies. For more on how IAS is powering great impressions for top publishers and advertisers around the world, visit integralads.com.

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/ and https://muse.cm/2t8eGlN

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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • Twitter BootstrapLibraries
    • HadoopFrameworks
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    • SpringFrameworks
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • Aha!Management
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • WordpressCMS
    • InsightlyCRM
    • SalesforceCRM
    • Campaign MonitorEmail
    • MailChimpEmail
    • MarketoLead Gen

Location

12 E 49th St, New York , NY 10017

An Insider's view of Integral Ad Science

How would you describe the company’s work-life balance?

What I love about working at IAS is that everyone gives 100% at work, but everyone also respects that our lives outside work are important as well. The work-life balance at IAS is an important part of the company culture -- management recognizes that for employees to do their best work, we need the time to recharge and relax as well.

Anna

Global Agency Lead

How do you collaborate with other teams in the company?

Right from the beginning, I get everyone involved. I establish a space where we can get to know each other and our specific goals, and I keep people aware and engaged through transparent communication, clear timelines, & consistent check-ins. Ultimately, I see each project as an opportunity to foster a collaborative cross-functional culture at IAS.

Farhana

Lead UX Researcher

What makes someone successful on your team?

Possessing both the desire to grok how complex things work and the diligence to pursue that trail of understanding are the key attributes I see in individuals who do really well on my team.

Amy

Vice President, CTV Strategy

How do your team's ideas influence the company's direction?

Data scientists are part of every step of the innovation cycle: we discuss needs with the product and leadership teams, we explore unknown data patterns, we prototype new solutions, and work with engineering in putting these new solutions in production.

Mattia

Data Science Senior Manager

How do you make yourself accessible to the rest of the team?

It's more important than ever to have open channels of communication. We hold weekly virtual town halls where we keep everyone updated on important company news, but more importantly, open our leadership team up for questions. We have several open Slack channels where the team can ask about anything - from my US Open picks to our latest policies.

Lisa

Chief Executive Officer

What are Integral Ad Science Perks + Benefits

Integral Ad Science Benefits Overview

We want our employees to stay happy, healthy, and inspired. At IAS, we offer unlimited PTO, comprehensive health insurance, employer 401k match, and much more - from an employee volunteer program to happy hours and snacks in the office.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Hybrid work model
In-person all-hands meetings
In-person revenue kickoff
Summer hours
Employee awards
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Diversity recruitment program
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Transgender health care benefits
Abortion travel benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Recreational clubs
Fitness stipend
Meditation space
Professional Development Benefits
Lunch and learns
Promote from within
Mentorship program
Our mentorship program includes ___.Our mentorship is part of our Manager Program and Internship Program.
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

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