What You’ll Do | General Responsibilities

• Establish a trusted advisor relationship with top tier, enterprise clients by ensuring successful delivery of their required outcomes via efficient customer onboarding, product implementation, campaign analysis and performance optimization
• Forge strong relationships with internal sales representatives which reinforce your role as a trusted internal partner 
• Analyze and effectively communicate campaign performance results and insights - both internally and externally
• Execute on Customer Success responsibilities with minimal need for oversight or assistance
• Anticipate client needs, proactively offer recommendations, and offer the elevated level of responsiveness and follow-up expected of superior client support
• Work with clients to define and achieve critical goals and other key performance indicators (KPIs)
• Troubleshoot and resolve client needs independently and without need for escalation
• Act as a client consultant focused on increasing product adoption while improving customer retention and satisfaction
• Identify and nurture account expansion opportunities
• Partner with various internal stakeholders to advocate for customer needs
• Execute responsibilities with a minimal error rate (in relation to junior team members) indicative of a Senior CSM
• Design multi-channel media campaigns in the B2B space to drive growth across top clients 
• Support Quarterly Business Reviews with top clients speaking to content strategy, nurture best practices, unique insights and custom optimization recommendations to foster ongoing success 

What You’ll Do | Senior Responsibilities in relation to CSMs:

• Act as a resource by always making yourself available to answer questions, share best practices, and direct junior team members to the resources they need to be effective
• Serve as a coach, mentor, and leader on the CS team, supporting junior team members as an escalation resource to troubleshoot and resolve customer issues
• Coordinate and facilitate education sessions, training materials and ad-hoc special initiatives for the team
• Optimize CS team processes and represent CS team cross-departmentally for special initiatives
• Encourage and exemplify a culture of creative thinking, accountability and productive collaboration

Qualifications | Basic Requirements

• 6+ years experience in Customer Success, Client Services, Account Management or equivalent
• 2+ years experience as a proven role model CSM, supporting the development and success of your colleagues
• Familiarity with display advertising and/or lead generation operations and technology preferred
• Marketing and advertising agency relationships preferred

Qualifications | About You

• “Can-Do” attitude with an inherent drive to exceed goals 
• Naturally curious with a passion for learning and process improvement
• Detail-oriented, analytical and solutions-focused mindset
• Advanced knowledge of Excel
• Experience with Microsoft Office suite of products

Benefits and Perks:

• Opportunities for Advancement – As We Grow, You Grow! 
• Competitive Benefits including Medical, Dental, Vision, and FSA plans
• Employer-paid Life, AD&D and STD insurance
• 401k with Company Match
• Commuter Benefits (Transit & Parking) 
• Generous Paid Time Off including: 9 paid Holidays, 17 Vacation Days (to start!), Sick Time, Summer Friday Program, and Parental Leave 
• 2 Paid Volunteer Days
• $100/month Work from Home stipend
• Legal & Financial Services Benefits
• Company Outings, Social & Charity Events, Sponsored Healthy Hours & Happy Hours 
• Wellness initiatives 
• Global Mobility Program
• An innovative, energetic culture and a fantastic team!