Senior Customer Success Manager

LiveRamp; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

LiveRamp is seeking a Senior Customer Success Manager to ensure the success of our Partnerships clients across the ecosystem. You will consult on strategy and roadmaps, build executive relationships, and drive adoption of LiveRamp solutions to maximize client value.

Responsibilities include renewals, upsells, cross-sells, and cross-functional collaboration with product and engineering. The ideal candidate has 4–7 years in Enterprise SaaS CSM or AM, strong analytics, and excellent communication

Qualifications

• 4-7 years Enterprise SaaS Customer Success Management or Account Management experience, with specific emphasis on Data analytics, Cloud, Collaboration or Identity.
• Must have experience in complex renewal negotiation & reseller training.
• Strong analytical and problem-solving skills, with the ability to interpret data and provide actionable insights.
• Excellent communication, presentation, and interpersonal skills.
• Ability to thrive in a fast-paced, dynamic environment and adapt to change.
• Customer-focused with a passion for delivering exceptional client experiences.
• Must have experience growing mutually beneficial partnerships and balancing between fixed pricing costs and revenue shares.
• Familiarity with LiveRamp and its role in the ecosystem, either from brand client or platform side.
• Experience drafting QBRs, executive summaries, managing renewals & upsells/cross-sells.

Responsibilities

• Build and maintain strong, long-lasting customer relationships, including exec level contacts.
• Develop, implement, monitor, and optimize strategic success plans that are unique for each customer, including clear objectives and key performance indicators, to ensure client value is achieved.
• Drive the adoption and utilization of LiveRamp solutions to maximize customer value.
• Identify and proactively address any issues or challenges to ensure customer satisfaction.
• Manage and own the customer renewal process and work to reduce churn and contraction.
• Identify opportunities for upselling and cross-selling LiveRamp's products and services to enhance client outcomes.
• Educate customers on best practices, industry trends, and the latest features and capabilities of LiveRamp's platform.
• Act as a liaison between customers and LiveRamp's product development teams, providing feedback and insights to enhance product offerings.
• Navigate complex renewals with strong negotiation skills and in depth understanding of client’s use case.
• Serve as a subject matter expert in AdTech, staying up-to-date with industry trends, headwinds, best practices, and emerging technologies across identity, activation, measurement, analytics, attribution, cloud solutions, and more.
• Develop strong relationships with key stakeholders within customer organizations, including product, marketing, advertising and data analytics and collaborate closely to understand their unique objectives and challenges.
• Coordinate with LiveRamp's internal teams, such as sales, product, engineering, and support, to implement and execute client-specific solutions.
• Serve as an internal advocate and escalation point for your client. Share client feedback, needs, and insights with internal teams to drive product enhancements and improvements.

Skills

Enterprise SaaS

Renewal negotiation

Data analytics

Cloud

Collaboration

Identity

Communication

Partnerships

Job description

LiveRamp is shaping the future of responsible data collaboration between the world’s leading brands, retailers, financial services providers, and healthcare innovators. As consumers embrace new AI-driven experiences, the LiveRamp data collaboration network exponentially expands the breadth and accuracy of the data on which marketing AI capabilities operate, powering deeper customer insight and measurable performance on a global scale. LiveRamp is headquartered in San Francisco, California, with offices worldwide. Learn more at LiveRamp.com.

You will:

As a Senior Customer Success Manager at LiveRamp, you will play a crucial role in ensuring the success of our Partnerships clients. Decision makers across some of the industry’s largest and most embedded technology and data companies will rely on you as an expert to consult on their strategy and roadmap across the ecosystem. If you are creative, a strategic thinker, a proactive problem-solver, and a relationship-builder, we invite you to apply and take your career to the next level.

• Customer Success:

  • Build and maintain strong, long-lasting customer relationships, including exec level contacts.

  • Develop, implement, monitor, and optimize strategic success plans that are unique for each customer, including clear objectives and key performance indicators, to ensure client value is achieved.

  • Drive the adoption and utilization of LiveRamp solutions to maximize customer value.

  • Identify and proactively address any issues or challenges to ensure customer satisfaction.

  • Manage and own the customer renewal process and work to reduce churn and contraction.

  • Identify opportunities for upselling and cross-selling LiveRamp's products and services to enhance client outcomes.

  • Educate customers on best practices, industry trends, and the latest features and capabilities of LiveRamp's platform.

  • Act as a liaison between customers and LiveRamp's product development teams, providing feedback and insights to enhance product offerings.

  • Navigate complex renewals with strong negotiation skills and in depth understanding of client’s use case.

  • Serve as a subject matter expert in AdTech, staying up-to-date with industry trends, headwinds, best practices, and emerging technologies across identity, activation, measurement, analytics, attribution, cloud solutions, and more.

• Cross-Functional Collaboration:

  • Develop strong relationships with key stakeholders within customer organizations, including product, marketing, advertising and data analytics and collaborate closely to understand their unique objectives and challenges.

  • Coordinate with LiveRamp's internal teams, such as sales, product, engineering, and support, to implement and execute client-specific solutions.

  • Serve as an internal advocate and escalation point for your client. Share client feedback, needs, and insights with internal teams to drive product enhancements and improvements.

You Have:

• 4-7 years Enterprise SaaS Customer Success Management or Account Management experience, with specific emphasis on Data analytics, Cloud, Collaboration or Identity.

• Must have experience in complex renewal negotiation & reseller training.

• Strong analytical and problem-solving skills, with the ability to interpret data and provide actionable insights.

• Excellent communication, presentation, and interpersonal skills.

• Ability to thrive in a fast-paced, dynamic environment and adapt to change.

• Customer-focused with a passion for delivering exceptional client experiences.

• Must have experience growing mutually beneficial partnerships and balancing between fixed pricing costs and revenue shares

• Familiarity with LiveRamp and its role in the ecosystem, either from brand client or platform side.

• Experience drafting QBRs, executive summaries, managing renewals & upsells/cross-sells.

We use automated decision systems (ADS) as part of our recruitment and hiring process. If you require an accommodation or believe that the use of an ADS may create a barrier to your application or participation in the hiring process due to a disability or other protected characteristic, please let us know. We are committed to providing reasonable accommodations and ensuring an equitable hiring experience for all candidates.

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.