Client Success Manager

Madhive; United States; On-site; USD 76,000 - 95,000; Full time

Job summary

Madhive, NYC-based, is seeking a Client Success Manager to own retention and growth for a book of business and partner with clients to connect product solutions to their needs.

You will manage the customer journey from onboarding through renewal, drive revenue retention, and advocate for a customer-first mindset across departments, with a focus on optimizing campaign performance and client satisfaction.

Qualifications

• Bachelor's degree in Marketing, Advertising, Business or Stats preferred.
• 4+ years of experience in a similar Client Services role.
• Strong communication skills with internal and external stakeholders.
• Data-savvy with strong Excel skills and ability to translate data into action.
• Experience cross-functionally with other departments.
• Strong project management and ability to articulate issues to management.
• Experience managing, troubleshooting and optimizing platform-based media campaigns in DSPs, Social Platforms or SEM Bid Managers.
• Ad Operations experience preferred.
• Innovative approach to problem solving.

Responsibilities

• Truly own and drive retention and growth for your book of business.
• Serve as a trusted partner for customers by understanding their business challenges and connecting product solutions to their needs.
• Own the customer journey from onboarding to renewal.
• Drive existing customer net revenue retention and increased adoption and improve customer health.
• Work cross-functionally to advocate for a customer-first mindset across all business decisions.
• Maintain varying sized clients and books of business focused on growing and retaining clients to drive revenue and ensure customer satisfaction.
• Serve as the escalation point for assigned clients to resolve questions.
• Monitor campaign performance and enable optimizations to meet metrics for delivery and KPIs.
• Continual education on capabilities and reporting on deeper applications of products, operations, processes, and self-service offerings.
• Ensuring that you are driving value by analyzing customer performance, industry & vertical trends, and projections in order to best support your client.
• Prepare for and lead Executive Business Reviews

Skills

Strong communication

Data-driven

Cross-functional teamwork

Project management

Ad operations experience

Innovative problem solving

Education

Bachelor's degree in Marketing, Advertising, Business or Stats

Tools

Excel

Job description

Madhive is the leading independent and fully customizable operating system built to help local media professionals build profitable, differentiated, and efficient businesses. Madhive empowers sales teams to extend their reach into streaming and connects local advertisers with the communities they serve. Madhive's platform provides the unique ability to reach local audiences at national scale, with premium supply partnerships and end-to-end tools for planning, targeting, and measuring full-funnel campaign outcomes. Powering campaigns for over 30,000 small and medium businesses per day, Madhive is driving the evolution of local media.

Madhive is currently seeking a Client Success Manager to join its growing team based out of NYC. This is an incredibly exciting time to join the Client Success Team at Madhive. We're partnering with our Media, Agency, and Brand direct clients to create and scale the best in class, TV-first solutions in the market. The Client Success team is directly responsible for the company's retention revenue and growth goals.

The ideal candidate is fluent in the current ad-tech ecosystem, understands the opportunity before us to transform it, and can balance delivering short and mid-term client goals while staying the course to own or transform parts of the market longer term.

What you'll do:

• Truly own and drive retention and growth for your book of business
• Serve as a trusted partner for customers by understanding their business challenges and connecting product solutions to their needs
• Own the customer journey from onboarding to renewal
• Drive existing customer net revenue retention and increased adoption and improve customer health
• Work cross functionally to advocate for a customer first mindset across all business decisions
• Maintain varying sized clients and books of business focused on growing and retaining clients to drive revenue and ensure customer satisfaction
• Serve as the escalation point for assigned clients to resolve questions
• Monitor campaign performance and enable optimizations to meet metrics for delivery and KPIs
• Continual education on capabilities and reporting on deeper applications of products, operations, processes, and self-service offerings
• Ensuring that you are driving value by analyzing customer performance, industry & vertical trends, and projections in order to best support your client
• Prepare for and lead Executive Business Reviews

Who you are:

• Bachelor's Degree in Marketing, Advertising, Business or Stats preferred
• 4+ years of experience in a similar Client Services role
• Strong communication skills, working with key stakeholders internally and externally
• Data-savvy with strong excel skills, comfortable converting data into actionable items for specific tasks or broader narratives to tell a story
• Experience working cross functionally with other departments
• Ability to project manage, prioritize and articulate issues to management when they arise
• Experience managing, troubleshooting and optimizing platform-based media campaigns in DSPs, Social Platforms or SEM Bid Managers
• Ad Operation Experience preferred
• Takes an innovative approach to problem solving

The approximate compensation range for this position is $76,000-$95,000 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, as well as internal equity among our team.

We are Madhive

Madhive is a dynamic, diverse, innovative, and friendly place to work. We embrace our differences and believe they fuel our creativity. We come from varied backgrounds and think that's important. Whether it's taking ideas from previous lives and applying them in different ways or creating something completely new, we are all trail-blazing team players who think big and want to make an impact.

We are committed to cultivating a culture of inclusion and collaboration. We welcome diversity in education, culture, opinions, race, ethnicity, gender identity, veteran status, religion, disability, sexual orientation, and beliefs.

Please be advised that we will NOT be using third-party recruiting agencies for this search.