Senior Customer Success Manager

Surfside; New York (NY); On-site; USD 110,000 - 150,000; Full time

Job summary

Surfside, a cutting-edge technology company, is seeking a Senior Customer Success Manager to enhance client relationships and optimize campaign performance in the advertising landscape. This role will require a candidate with strong proficiency in digital advertising, exceptional communication skills, and a passion for technology-driven solutions.

Benefits

Medical insurance

Vision insurance

401(k)

Paid maternity leave

Paid paternity leave

Disability insurance

Qualifications

• 7+ years experience in digital advertising, specifically programmatic advertising.
• 2+ years of working with advertisers on retail media campaigns.
• Experience with data driven decision making in advertising.

Responsibilities

• Analyze and optimize campaign performance while managing senior-level client relationships.
• Develop reporting materials and business reviews showing clients how to exceed KPIs.
• Lead workflows and provide actionable insights to clients and internal teams.

Skills

Organizational skills

Presentation skills

Project management

Communication skills

Data analysis

Technical support

Education

Bachelor's degree or equivalent experience

Tools

Advanced Excel

PowerPoint

Job description

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Senior Customer Success Manager / Senior Account Manager - Advertising/Marketing Technology

Surfside is a technology company powering the infrastructure, APIs, and software that businesses need to quickly build custom ad platforms for personalized commerce, sponsored ads and full funnel media campaigns. We help retailers unlock new value to personalize, grow, and monetize their customer experiences by enabling brands and advertisers an entirely new performance channel to reach high-intent consumers when and where they purchase.

The Opportunity:

At Surfside, the work environment is collaborative, fast-paced and team-driven. We are currently seeking a Senior Customer Success Manager to focus on senior-level client relationships, analyze and optimize campaign performance, strategically manage and upsell key accounts, and lead complex processes and organizational workflows in our Operations department. We're looking for a highly motivated and experienced individual, who is ready to roll up their sleeves, think outside the box, and help lead our account management, sales and measurement efforts across the US.

This role is core to maintaining existing accounts and assisting with campaign implementation and reporting. You will work closely with sales, clients, ad ops and engineering to help support our rapid client and revenue growth. Your core focus will be on acting as the main point of contact between ad operations and clientele with your product expertise and real-time knowledge on live campaigns within the Surfside platform to ensure revenue growth and platform adoption. You will be responsible for developing reporting materials, optimization reports and business reviews that exhibit and inform our clients how to best utilize the Surfside technology to meet and exceed their KPIs. The ideal candidate works well in groups, is a creative thinker, organized, and committed to excellence in customer service.

• Lead, manage, and proactively grow relationships with key clients and agency partners
• Help onboard new account managers and account specialists, ensuring they understand best practices and key cross-functional relationships
• Lead internal workflows and processes to maintain internal metrics and business dashboards
• Dive deep into campaign performance data; guide KPI driven measurement strategies, identify performance trends, optimize campaigns to achieve results, and provide recommendations for upsell opportunities
• Increase adoption and engagement of Surfside's self-service platform providing ongoing technical support and real time analysis
• Proactively develop best-in-class case studies that deliver a constantly evolving test-and-learn agenda across the category
• Ability to understand data and trends to “tell a story” to a client through reportable insights, case studies, and optimization recommendations
• Recognize upsell opportunities; lead and influence clients to invest when opportunities arise
• Support Sales throughout campaign process by being active participant on client meetings for reporting updates, business reviews and campaign performance
• Develop a strong understanding of Surfside's value proposition and become an expert in our product offering (current and future)

Requirements:

• 7+ years experience in digital advertising, specifically programmatic advertising, focused on account management, customer success, reporting and client services
• 2+ years of experience working with advertisers focused on offsite and onsite retail media campaigns
• Bachelor's degree or equivalent experience
• Strong organizational, presentation project management, and communication skills
• Advanced Excel and PowerPoint skills, as well as experience with analyzing datasets and delivering actionable insights
• Incredibly data driven, with deep understanding of advertising performance metrics
• Passion for technology, media measurement, programmatic advertising and consumer insights
• Experience hands on keyboard with DSPs is preferred
• Self driven and motivated; ability to handle multiple projects at once

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Advertising, and Marketing

• Industries

  Advertising Services, Technology, Information and Media, and Marketing Services

Referrals increase your chances of interviewing at Surfside by 2x

Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Paid maternity leave

Paid paternity leave

Disability insurance

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