Manager – Customer Success

LiveRamp is the data collaboration platform of choice for the world’s most innovative companies. A groundbreaking leader in consumer privacy, data ethics, and foundational identity, LiveRamp is setting the new standard for building a connected customer view with unmatched clarity and context while protecting precious brand and consumer trust. LiveRamp offers complete flexibility to collaborate wherever data lives to support the widest range of data collaboration use cases—within organizations, between brands, and across its premier global network of top-quality partners.

Hundreds of global innovators, from iconic consumer brands and tech giants to banks, retailers, and healthcare leaders turn to LiveRamp to build enduring brand and business value by deepening customer engagement and loyalty, activating new partnerships, and maximizing the value of their first-party data while staying on the forefront of rapidly evolving compliance and privacy requirements.

Are you a seasoned Customer Success leader seeking a high-impact role?  Do you thrive scaling teams in a fast-paced environment?  Do you seek to be surrounded by people who inspire you to be better and work harder every day? Do you want to be on the vanguard of marketing technology and Big Data? Consider joining our team.

You will:

• Invest significantly in building and nurturing executive-level customer relationships with LiveRamp’s most strategic Brand customers

• Manage a team of ICs focused on customer-centric and solution-centric growth of key accounts 

• Develop consultative expertise in the THETA verticals (Travel, Hospitality, Entertainment, Technology, Automotive), applying LiveRamp’s adtech and Commerce Media Network solutions to drive measurable outcomes

• Champion customer-centricity across LiveRamp, and collaborate across internal teams to improve the customer journey 

• Develop and scale a rapidly growing Customer Success team while delivering stellar outcomes in customer retention, revenue growth, and CSAT

• Partner with cross-functional teams. Evolve the tools, processes, and strategy for customer engagement and segmentation as LiveRamp’s Brands business continues to grow

• Be dedicated to continuously improving customer health, ensuring customers are adopting LiveRamp products and solutions

• Coach and mentor CSMs of the Brands Customer Success team, while sharing best practices in Customer Success

• Effectively identify and lead cross-functional initiatives to improve the customer experience

• Ensure the Brands CSMs successfully deliver our solutions to all Brands customers according to customers’ needs and business objectives

• Address challenging customer requests and engage in issue resolution as needed

• Clearly communicate the progress of weekly/monthly/quarterly initiatives to internal and external stakeholders

• Lead renewal strategy and forecasting with rigor: run mitigation sessions, coach to value-selling methodology, challenge assumptions, and maintain renewal forecast accuracy. This includes contract negotiation and its corresponding paperwork

• Maintain strong product knowledge for yourself and your team, co-train with Enablement, and hold teams accountable for leveraging commercial enablement tools.

• Ensure customers realize value and adoption, coaching teams to become trusted advisors who demonstrate wins and drive long-term growth

Your team will:

Deliver on our vision that our customers see LiveRamp as a strategic & foundational partner who drives value for their business.  Your team works closely with Product, Support, Services, Marketing, Finance, Data Ethics, Legal, and Sales, in order to drive amazing customer experiences.  

About you:

• 7 years customer-focused experience (customer success and/or account management preferred)

• 5+ years SaaS business experience

• 3+ years in a leadership role managing at least a $30-50M ARR business

• Stellar executive presence

• Sales or Customer Success Experience

• AdTech/MarTech experience required

• Experience working with Brands

• Desire to work in San Francisco/New York/Seattle, remote ok with approval

Bonus Points:

• Experience applying adtech and Commerce Media Network solutions in Travel, Hospitality, Entertainment, Technology, Automotive verticals

• Vertical expertise in one or more THETA industries, with ability to translate industry trends into LiveRamp use cases

• Established credibility with senior executives in THETA verticals

• Quick to learn and strong ability to communicate technical concepts to customers

• Passion for organization, problem solving, and project management

• Superb communication skills both internally and externally. You are punctual and always answer emails and calls within 12 hours.

• Excellent problem-solving skills and attention to detail

• Type S(tartup) personality: smart, ethical, friendly, hard-working and proactive (no exceptions).

The approximate annual base compensation range is $131,000 to $181,500. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, geography, as well as internal equity among our team.

Benefits:

• People: Work with talented, collaborative, and friendly people who love what they do.

• Fun: We host in-person and virtual events such as game nights, happy hours, camping trips, and sports leagues. 

• Work/Life Harmony: Flexible paid time off, paid holidays, options for working from home, and paid parental leave.

• Comprehensive Benefits Package: LiveRamp offers a comprehensive benefits package designed to help you be your best self in your personal and professional lives.  Our benefits package offers medical, dental, vision, life and disability, an employee assistance program, voluntary benefits as well as perks programs for your healthy lifestyle, career growth and more.

• Savings: Our 401K matching plan—1:1 match up to 6% of salary—helps you plan ahead.  Also Employee Stock Purchase Plan - 15% discount off purchase price of LiveRamp stock (U.S. LiveRampers)

• RampRemote:A comprehensive office equipment and ergonomics program—we provide you with equipment and tools to be your most productive self, no matter where you're located

More about us:

LiveRamp’s mission is to connect data in ways that matter, and doing so starts with our people. We know that inspired teams enlist people from a blend of backgrounds and experiences. And we know that individuals do their best when they not only bring their full selves to work but feel like they truly belong. Connecting LiveRampers to new ideas and one another is one of our guiding principles—one that informs how we hire, train, and grow our global team across nine countries and four continents. Click here to learn more about Diversity, Inclusion, & Belonging (DIB) at LiveRamp.

LiveRamp is an affirmative action and equal opportunity employer (AA/EOE/W/M/Vet/Disabled) and does not discriminate in recruiting, hiring, training, promotion or other employment of associates or the awarding of subcontracts because of a person's race, color, sex, age, religion, national origin, protected veteran, disability, sexual orientation, gender identity, genetics or other protected status. Qualified applicants with arrest and conviction records will be considered for the position in accordance with the San Francisco Fair Chance Ordinance. 

California residents: Please see our California Personnel Privacy Policy for more information regarding how we collect, use, and disclose the personal information you provide during the job application process.

To all recruitment agencies: LiveRamp does not accept agency resumes. Please do not forward resumes to our jobs alias, LiveRamp employees or any other company location. LiveRamp is not responsible for any fees related to unsolicited resumes.