Manager, Customer Success - M&E

Samsung Electronics Perú; Los Angeles (CA); On-site; USD 145,000 - 190,000; Full time

Job summary

Samsung Electronics America, Inc. is seeking a Manager of Customer Success to lead a team of advertising specialists, drive campaign performance, and influence renewal outcomes. You will collaborate with Sales and cross-functional teams to deliver superior service and strategic client outcomes.

The role emphasizes hands-on leadership and scalable process improvement within a fast-growing Samsung Ads organization focused on delightful customer experiences.

Qualifications

• 8+ years in an organization supporting Advertising Sales in Account Management.
• Experience leading teams with strong client-service background.
• Deep understanding of the digital advertising space and programmatic landscape.

Responsibilities

• Lead a team of CSMs delivering day-to-day advertiser service.
• Manage campaign escalations and ensure timely resolution.
• Collaborate cross-functionally and build strong client relationships.
• Align with Sales to provide seamless account support (RFPs, media planning, reports).
• Maintain knowledge of Samsung Ads platform and upsell opportunities.
• Drive best practices from campaign performance to renewals.
• Onboard new clients and guide existing ones.

Skills

Team leadership

Account management

Digital advertising

Programmatic

Client communication

Presentation skills

Multi-tasking

Education

Bachelor's degree

Job description

Position Summary

Position Summary Role and Responsibilities Manager, Customer Success Manager Samsung has developed a proprietary ad platform that leverages unique first party TV data to help brands connect to their audience as they explore content across desktop, mobile, tablets and our SMART TVs. The Opportunity We’re growing our Customer Success team! Samsung Ads is looking for confident managers to take on this strategic position dedicated to supporting the Customer Success organization and driving direct impact towards quarterly revenue goals. The Manager will report into the Director of Customer Success. Being a manager at Samsung Ads you will have the unique skills of being both hands-on as well as leveraging leadership experience. The ideal candidate will be able to navigate between both an individual contributor as well as to ensure best practices across their team and the larger organization. A successful Manager will be able to identify problem areas, assess solutions, and work with numerous teams in order to establish optimal efficiencies and service customers. Candidate should have prior experience focused on delivering excellent customer service, driving campaign performance and achieving a successful renewal rate. They must be able to demonstrate a strong knowledge of the advertising industry across digital & programmatic platforms. If you're interested in joining a rapidly growing team working to build a unique, world-class advertising organization with a relentless focus on design and customer experience, you've come to the right place!

Specific Responsibilities

• Manage a team of CSMs responsible for the day to day service deliverables of advertisers.
• Manage campaign escalations and ensure appropriate resolution.
• A balance of strong campaign management experience, an ability to build and lead highly efficient teams and the ability to build strong relationships will be key to the candidate’s success.
• Ability to collaborate cross-functionally; ability to exercise judgment and flexibility.
• Responsible for managing and maintaining training resources and onboarding program in collaboration with CSM Leaders.
• Participate in hiring process for roles across Samsung Ads org as needed.
• Align directly with Sales representatives to provide seamless account support, including but not limited to: RFP responses, media planning, post-sale kick-off and management of campaign insights & reports.
• Maintain strong knowledge of Samsung Ads platform and offerings to serve as the “go-to” resource and drive upsell opportunities.
• Produce best practices and learnings based on campaign performance, and provide clients with recommendations to drive renewal business.
• Collaborate with internal teams for custom ideation and marketing solutions, providing specific overview of client’s objectives and goals.
• Educate and guide new and existing clients on best practices, onboard new clients and proactively address areas where improvement is needed.
• Understand the larger financial picture and drive positive impact towards Samsung Ads’ annual sales growth.

Qualifications

• 8 + years working in an organization that supports the Advertising Sales function specifically within the Account Management role
• Experience leading teams and a deep understanding of client services to draw from.
• Attention to detail, ability to multitask and strong organizational skills required
• Experience working directly with clients and can demonstrate ability to present during meetings
• Deep understanding of the digital advertising space, with knowledge of programmatic landscape
• Bachelor’s degree required

Salary

The salary range for this role is expected to be between $145,000 and $190,000. Actual pay will be determined considering factors such as relevant skills and experience, and comparison to other employees in the role. #LI-TX

Company Culture

At Samsung, we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, we are building a better tomorrow for our customers, partners, and communities.

Equal Employment Opportunity

Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.

Reasonable Accommodations

During the Application Process Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team (855-557-3247) or [e-mail] for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.