Customer Success Manager- NY

EX.CO; New York (NY); On-site; USD 100,000 - 120,000; Full time

Job summary

EX.CO is seeking a results-driven Customer Success professional to lead strategic relationships with a portfolio of global Online Video and CTV publisher accounts from our NYC office. You’ll advocate for customers across Product, RevOps and Tech, guiding them through onboarding, adoption and growth to maximize retention and revenue.

You’ll collaborate closely with cross-functional teams to deliver executive-level reviews, identify expansion opportunities, and educate publishers on new product

Qualifications

• 4+ years of customer-facing experience (Customer Success, Client Services, Account Manager, Program Manager).
• 3+ years of experience at an Ad-Tech company or publisher.
• Customer-centric approach to managing and growing customer relationships.

Responsibilities

• Lead strategic relationships with a portfolio of global Online Video and CTV publisher accounts.
• Manage a global book of business across regions and time zones.
• Partner cross-functionally to deliver onboarding, accelerate product adoption, and drive growth.
• Identify expansion and upsell opportunities using performance data and trends.
• Lead business planning sessions and deliver quarterly business reviews.

Skills

Customer-facing experience

Account management

Program management

Analytical mindset

Tools

Tableau

Salesforce

Zendesk

Monday.com

Job description

You’ll be joining a core team at EX.CO to lead the charge with our customers and get to work closely with all stakeholders at the company. This position is based in our NYC office. Acting as the liaison between your publishers and EX.CO’s Product, RevOps, and Tech teams to meet publisher KPIs, revenue goals, and evangelize EX.CO’s video platform. Delivering best-in-class services to your publishers by bringing them strategic vision, training and planning sessions, and ensuring continuous growth through the different customer journey stages. You will be the face of EX.CO for your publishers and their biggest advocates to Product & Revenue teams. Keeping up with industry trends and updates to effectively educate and smoothly navigate your customers through the changes.

Who we are:

EX.CO is the video technology fueling growth for media leaders worldwide. Since we launched, our mission has been to shape the future of media technology, powering publishers’ business success in a rapidly changing reality.

Today, we partner with leading media companies—including USA Today, Hearst Newspapers, Motorsport Network, The Arena Group (Parade, The Street), and Ziff Davis (Mashable) —to maximize revenue across every screen: web, mobile apps, CTV, and DOOH. Our technology combines an online video platform with a machine learning-based yield engine, giving media owners the control, scale, and transparency they need to thrive.

What drives us is simple: we’re stronger together, always evolving, and radically transparent. Collaboration fuels our best work, innovation keeps us ahead, and honesty builds lasting trust with our colleagues, partners, and customers. We are proudly backed by The Walt Disney Company, Saban Ventures, Viola Group, 83North, and others.

Now we’re growing our team—and that’s where you come in. We’re building a place where talented people make an impact, ideas spark change, and everyone has a seat at the table.

What You’ll Do:

• Lead strategic relationships with a portfolio of global Online Video and Connected TV (CTV) publisher accounts, building trusted executive relationships and guiding customers through every stage of the customer lifecycle to maximize retention, growth, and long-term success.
• Manage a global book of business across multiple regions and time zones, ensuring proactive communication, timely execution, and a consistent, high-quality customer experience.
• Partner cross-functionally with Business Development, Ad Operations, Product, Engineering, and other key stakeholders to deliver seamless customer onboarding, accelerate product adoption, and drive ongoing business growth.
• Identify expansion and upsell opportunities by leveraging customer performance data, market trends, and new product capabilities to increase account value and support revenue growth.
• Lead strategic business planning sessions, define customer success objectives, and deliver executive-level Quarterly Business Reviews (QBRs) that communicate business outcomes, performance insights, and growth opportunities.
• Act as the voice of the customer by advocating for publisher priorities internally, influencing product enhancements, and providing executive leadership with regular updates on customer health, risks, opportunities, and strategic initiatives.
• Demonstrate deep technical and industry expertise by leveraging self-service platforms, navigating complex advertising technology ecosystems, and applying programmatic advertising knowledge to resolve customer challenges and optimize business outcomes.

What We’re Looking For:

• 4+ years of customer-facing experience (Customer Success, Client Services, Account Manager, Program Manager).
• 3+ years of experience at an Ad-Tech company or publisher.
• Customer-centric approach to managing and growing customer relationships.
• Entrepreneurial spirit, eager to learn and diligent contributor.
• Stellar organizational, writing, listening, and presentation skills.
• Sense of ownership skills, time management, project management, and prioritization.
• Ability to be analytical, resourceful and tech-interested to see problems to resolution.

It will be awesome if you have:

• Experience using tools such as Tableau and CRM tools (Zendesk, Salesforce, Monday).
• Familiarity with SSPs, OVPs, DSPs.
• Served as consultant to media or video companies.
• Sales background having led upsell opportunities.
• Previously worked as a Program or Project Manager directly with customers.

**The pay range for this position in New York is $100,000 – $120,000