Customer Success Manager

Posted on 10/18/2023

INACTIVE

51-200 employees

Privacy-focused advertising solutions maximizing ROI

Company Overview

Fyllo stands out as a leader in the advertising industry, providing comprehensive, privacy-first solutions that are trusted by both Fortune 500 companies and emerging brands. Their commitment to maximizing ROI and boosting efficiency is demonstrated through successful test campaigns and intelligent media buying strategies. Fyllo's unique focus on reaching progressive audiences and their robust contextual platform set them apart in the industry, making them a desirable workplace for those interested in cutting-edge, privacy-conscious advertising solutions.

Consumer Software

Hardware

Data & Analytics

Company Stage

Series C

Total Funding

$97.4M

Founded

2019

Headquarters

Chicago, Illinois

Growth & Insights

Headcount

6 month growth

↓ -13%

1 year growth

↓ -32%

2 year growth

↓ -16%

Locations

London, UK

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Marketing

Sales

Communications

CategoriesNew

Sales & Account Management

Customer Success & Support

Requirements

We are always challenging the status quo. With access to the world's most progressive audiences and the most comprehensive contextual platform available, our industry-leading advertising solutions are trusted by Fortune 500 companies and emerging brands to increase reach, boost efficiency, and maximize ROI
Founded in 2019, we closed our Series C and have raised 100 million to date. We now have created the world's largest data marketplace of cannabis and CBD purchase data, enabling access to 65 million frontline consumers who shape and move markets. In 2022, as audience targeting became more privacy-regulated and digital marketing more omnichannel, we acquired Semasio, a provider of contextual targeting solutions
Semasio works with marketers to help them understand and reach their audiences, across 30+ languages, through three types of targeting: audience, contextual, and brand fit. One of Semasio's core differentiators is its commitment to complete transparency and control. In a world where advertisers are increasingly concerned about brand safety, Semasio provides advertisers with full visibility into where ads are being placed, ensuring they're shown in brand-safe environments, which is essential for reputation management
Our team is global, located in the U.S., Germany, Denmark and Portugal. We remain tight-knit across time zones through open communication and consistent collaboration. We care about cultivating an inclusive, approachable and ambitious culture while having fun along the way. It is important to us to create a space of belonging, so that each person is empowered to share their unique perspective while being their authentic self. We believe diversity fosters creativity, innovation and a sense of community. If you are someone who has a bias to act and enjoys working in a dynamic environment, then read on!
Our Recruiting team would love to connect with you! If your interests and experience are aligned with a current open role, one of our Recruiters will arrange a 20-30 minute introductory call with you. Following, depending on the role, there will either be a 60 minute technical interview or a 30 minute intro call with the Hiring Manager. Assuming all goes well, we will then set you up to speak with 2-3 potential peers from your team and/or cross functional teams, with each conversation being 30 min
Some of our technical roles require a live Codepair. On average, from initial Recruiter Screen to Offer, takes 15 business days depending on your schedule and interviewer availability - we like to move fast across our business :) We understand the hectic lives we all lead and appreciate you taking the time to meet with us in pursuing opportunities with the Fyllo Fam. Thank you!

Responsibilities

Collaborate with the Sales team on the strategic positioning of Fyllo Data Solutions to current and prospective accounts to drive adoption and usage
Stay abreast of business intelligence reporting to keep a real time pulse on client spend, pacing, and performance
Responsible for client retention, identifying and driving incremental revenue opportunities
Understand and document agency and brand direct client workflows, including planning cycles, and how they leverage DSPs, SSPs, DMPs, contextual capabilities, and measurement solutions
Work cross functionality to ensure the voice of customer and to drive operational requirements with internal teams
Coordinate, communicate, and manage audience-based and contextual activations from start to finish
Serve as the main point of contact on all client-related deliverables (audience demographic and psychographic insights, audience curation, semantic topic creation, and overlap analysis)
Provide swift troubleshooting when necessary and recognize when to internally escalate issues
Travel as required to clients to build and maintain strong relationships in the UK and EU

Desired Qualifications

3+ years of relevant client-facing experience, ideally at a relevant ad tech company, ad agency, or data provider
Hands-on keys experience with DSPs, SSPs, DMPs, and/or contextual solutions, including but not limited to: The Trade Desk, DV360, Yahoo, Xandr, Tremor, Pubmatic, LiveRamp, Grapeshot, or Peer39
Demonstrated ability to grow accounts and achieve portfolio-based milestones via strong relationship development, understanding of business objectives, and strategic positioning of solutions
Intermediate understanding of the evolving audience data landscape and cookieless future, or desire to increase your understanding of this highly pertinent industry evolution
Strong troubleshooting, analytical, and problem-solving skills
Excellent organizational, interpersonal, presentation, and communication skills
Proactive and positive attitude, always willing to collaborate with team members and colleagues
Well-versed in media vocabulary and key performance metrics
Self-motivated to learn about products, technology, customers, and competitors
Ability to manage multiple tasks and effectively prioritize various requests and responsibilities
Thrive in a fast-paced, dynamic working environment

Why Join Fyllo

We are always challenging the status quo. With access to the world’s most progressive audiences and the most comprehensive contextual platform available, our industry-leading advertising solutions are trusted by Fortune 500 companies and emerging brands to increase reach, boost efficiency, and maximize ROI.

Founded in 2019, we closed our Series C and have raised 100 million to date. We now have created the world’s largest data marketplace of cannabis and CBD purchase data, enabling access to 65 million frontline consumers who shape and move markets. In 2022, as audience targeting became more privacy-regulated and digital marketing more omnichannel, we acquired Semasio, a provider of contextual targeting solutions.

Semasio works with marketers to help them understand and reach their audiences, across 30+ languages, through three types of targeting: audience, contextual, and brand fit. One of Semasio’s core differentiators is its commitment to complete transparency and control. In a world where advertisers are increasingly concerned about brand safety, Semasio provides advertisers with full visibility into where ads are being placed, ensuring they’re shown in brand-safe environments, which is essential for reputation management.

Our team is global, located in the U.S., Germany, Denmark and Portugal. We remain tight-knit across time zones through open communication and consistent collaboration. We care about cultivating an inclusive, approachable and ambitious culture while having fun along the way. It is important to us to create a space of belonging, so that each person is empowered to share their unique perspective while being their authentic self. We believe diversity fosters creativity, innovation and a sense of community. If you are someone who has a bias to act and enjoys working in a dynamic environment, then read on!

Your Role

As a Customer Success Manager at Fyllo (+ Semasio), you will be managing brand and agency clients who are utilizing our platform to drive deeper adoption with our audience & and contextual products. This is a game-changing role to spearhead growth and partner with multiple business units to scale our Data Solutions with clients across all verticals. You will report directly into our Managing Director, EMEA Sales, who is also located in London, though this role is remote. We have 5 additional people on the Customer Success team, and they are located between Hamburg and Porto. Additionally, there is a Customer Success team located in the US.

Your primary role will involve ensuring superior client service through relationship development, account management, and client retention. This includes navigating and understanding the unique challenges of brand, agency, and platform clients and ensuring the voice of our clients when collaborating with internal Sales & Marketing, Business Development, Product and Data Operations teams.

You will excel in this role if you are familiar with programmatic advertising and have technical, hands-on media experience working with DSPs, SSPs, DMPs, and/or contextual platforms and capabilities. Strategy, planning, execution and client engagement are the key tenets of this position - if these are aspects of Customer Success that you enjoy, this role will be a great fit.

Day to Day

Collaborate with the Sales team on the strategic positioning of Fyllo Data Solutions to current and prospective accounts to drive adoption and usage
Stay abreast of business intelligence reporting to keep a real time pulse on client spend, pacing, and performance
Responsible for client retention, identifying and driving incremental revenue opportunities
Understand and document agency and brand direct client workflows, including planning cycles, and how they leverage DSPs, SSPs, DMPs, contextual capabilities, and measurement solutions
Work cross functionality to ensure the voice of customer and to drive operational requirements with internal teams
Coordinate, communicate, and manage audience-based and contextual activations from start to finish
Serve as the main point of contact on all client-related deliverables (audience demographic and psychographic insights, audience curation, semantic topic creation, and overlap analysis)
Provide swift troubleshooting when necessary and recognize when to internally escalate issues
Travel as required to clients to build and maintain strong relationships in the UK and EU

Preferred Experience

3+ years of relevant client-facing experience, ideally at a relevant ad tech company, ad agency, or data provider
Hands-on keys experience with DSPs, SSPs, DMPs, and/or contextual solutions, including but not limited to: The Trade Desk, DV360, Yahoo, Xandr, Tremor, Pubmatic, LiveRamp, Grapeshot, or Peer39
Demonstrated ability to grow accounts and achieve portfolio-based milestones via strong relationship development, understanding of business objectives, and strategic positioning of solutions
Intermediate understanding of the evolving audience data landscape and cookieless future, or desire to increase your understanding of this highly pertinent industry evolution
Strong troubleshooting, analytical, and problem-solving skills
Excellent organizational, interpersonal, presentation, and communication skills
Proactive and positive attitude, always willing to collaborate with team members and colleagues
Well-versed in media vocabulary and key performance metrics
Self-motivated to learn about products, technology, customers, and competitors
Ability to manage multiple tasks and effectively prioritize various requests and responsibilities
Thrive in a fast-paced, dynamic working environment

Perks & Benefits

Health Insurance
Half-day Fridays, to start your weekend early!
Flexible working hours, remote work options
Unlimited PTO
Phone Allowance
Learning & Development programs

Next Steps

Our Recruiting team would love to connect with you! If your interests and experience are aligned with a current open role, one of our Recruiters will arrange a 20-30 minute introductory call with you. Following, depending on the role, there will either be a 60 minute technical interview or a 30 minute intro call with the Hiring Manager. Assuming all goes well, we will then set you up to speak with 2-3 potential peers from your team and/or cross functional teams, with each conversation being 30 min.

Some of our technical roles require a live Codepair. On average, from initial Recruiter Screen to Offer, takes 15 business days depending on your schedule and interviewer availability – we like to move fast across our business :) We understand the hectic lives we all lead and appreciate you taking the time to meet with us in pursuing opportunities with the Fyllo Fam. Thank you!