Senior Customer Success Operations Manager

PubMatic; New York (NY); Hybrid; USD 130,000 - 140,000; Full time

Benefits offered by this job

Unlimited DTO in the US

Healthcare

Dental and vision insurance

Commuter benefits

In‑office catered lunches

Job summary

PubMatic is hiring a Senior Customer Success Operations Manager in New York for our CTV and OMNI publisher team. You will own onboarding, integrations, and optimization to drive steady revenue growth across a portfolio of publishers.

You will partner with sales, product and engineering to deliver customized implementation plans, lead escalations, and build AI‑assisted workflows to speed up troubleshooting and reporting—while ensuring data security and confidentiality guidelines.

Qualifications

• 4+ years in programmatic monetization or campaign optimization.
• Strong knowledge of ad stack: VAST, PMPs, header bidding and related technologies.
• Experience with RTB and SSAI/OTT ecosystems and monetization
• BA/BS degree and hands-on data analysis experience.

Responsibilities

• Own onboarding and optimization for a portfolio of CTV and OMNI publishers from integration through revenue growth.
• Collaborate with publishers and internal teams to grow publisher revenue using metrics like fill rate and eCPM.
• Prepare quarterly business reviews with clients, addressing technical issues and product support opportunities.
• Lead escalations and coordinate with teams to resolve issues and document root causes.

Skills

Programmatic monetization

Ad operations

Data analysis

English communication

Project management

Education

BA/BS degree

Tools

Excel

Looker

Google Sheets

SQL

Prebid debugging

Chrome DevTools

Job description

About The Role

We are hiring a Senior Customer Success Operations Manager to join our CTV and OMNI publisher team in New York. Our CSOMs typically come from Advertising Operations or analytical ad tech backgrounds.

What You'll Do

Publisher Ownership & Growth

• Own onboarding and optimization for a portfolio of CTV and OMNI publishers, from integration through to steady‑state revenue growth
• Partner closely with publishers and internal teams to grow publisher revenue, tracked through metrics such as fill rate, eCPM and time to first revenue
• Prepare for and take part in quarterly business reviews with clients, covering technical issues and product support opportunities
• Where relevant to your publishers, manage capacity, allocation and overage conversations alongside the Customer Success team

Onboarding, Integrations & Escalations

• Manage account setup and keep publisher accounts accurate on the PubMatic platform
• Make sure technical integrations land on time, and keep publishers informed and supported through implementation
• Work with sales, marketing, business development, product management and engineering to deliver customized implementation plans for select clients
• Lead escalations from publisher and demand partners (integration issues, discrepancies, brand safety and the like) through to resolution, and document the root cause

Reporting, Insights & Collaboration

• Build and interpret reporting that surfaces competitive insights and growth opportunities for publishers
• Work with US Customer Success, Product and Marketplace teams to track and improve monetization across the Americas region
• Gather product feedback on monetization gaps from customers and the Customer Success team, and turn it into clear asks for Product
• Keep Salesforce, JIRA and other support systems current

AI & Team Enablement

• Use AI tools in your day‑to‑day work to speed up troubleshooting, reporting and documentation, and share what works with the broader Customer Success team
• Build repeatable AI‑assisted workflows for recurring work like publisher diagnostics, QBR prep and escalation summaries, and document them so the team can reuse them
• Help the team get more out of AI by sharing prompts and tips and coaching newer CSOMs, while following PubMatic's data security and confidentiality guidelines
• Coach newer CSOMs and share best practices across the team

This is a hybrid role based in New York, with occasional travel to client sites (including the Bay Area) for strategic and quarterly business reviews.

Who You Are

• 4+ years of experience in programmatic monetization or campaign optimization
• Solid understanding of programmatic auction dynamics
• Deep knowledge of ad serving, video and rich media ads, and monetization
• Working knowledge of RTB, PMPs, header bidding/wrapper (Prebid), SDKs and the main ad formats and platforms
• Understanding of the CTV and OTT ad stack, including VAST, server‑side ad insertion, pod and ad‑break structure, and supply chain transparency (ads.txt, app‑ads.txt, sellers.json, schain)
• Knowledge of ad servers and platforms such as Google Ad Manager; exposure to CTV ad servers and SSAI vendors is a plus
• Proficiency in Excel or Google Sheets, including pivot tables and lookups, and comfort working with BI tools such as Looker
• Experience using complex datasets to track performance trends, identify anomalies and find their root causes
• Hands‑on experience using AI tools to analyze data, draft documentation and cut down repetitive work, with good judgment on when to trust the output and when to double‑check it
• Working knowledge of web technologies, ideally HTML and JavaScript
• Experience with debugging tools such as Chrome DevTools, Charles Proxy or Fiddler, and Prebid debugging tools; experience validating VAST tags is a plus
• Experience owning a book of publisher or client accounts, and a track record of guiding teammates or newer colleagues
• BA/BS degree

Nice to Have

• Experience with SQL and other database tools
• Experience connecting AI assistants to internal data and tools (for example through connectors or APIs) to automate diagnostics and reporting
• Experience supporting Mobile App or in‑app publishers alongside CTV

What Will Make You Successful

• Pro‑active and self‑motivated
• Curious about new tools, willing to experiment and share what you learn, and quick to drop what doesn't work
• Strong attention to detail, well organized, with a structured approach to tasks
• Good with documentation: you will design and build an optimization playbook for CTV and omnichannel publishers
• Logical reasoning, problem solving and an analytical mindset
• Customer service oriented attitude
• Excellent written and spoken English skills

Additional Information

Return to Office

PubMatic employees throughout the globe have returned to our offices via a hybrid work schedule (3 days “in office” and 2 days “working remotely”) that is intended to maximize collaboration, innovation, and productivity among teams and across functions.

Benefits

Our benefits package includes the best of what leading organizations provide such as:

• paid leave programs
• paid holidays
• healthcare
• dental and vision insurance
• disability and life insurance
• commuter benefits
• physical and financial wellness programs
• unlimited DTO in the US (that we actually require you to use!)
• reimbursement for mobile
• fully stocked pantries
• in‑office catered lunches 5 days per week

Diversity and Inclusion

PubMatic is proud to be an equal opportunity employer; we don't just value diversity, we promote and celebrate it. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status

About PubMatic

PubMatic is one of the world's leading scaled digital advertising platforms, offering more transparent advertising solutions to publishers, media buyers, commerce companies and data owners, allowing them to harness the power and potential of the open internet to drive better business outcomes.

Founded in 2006 with the vision that data‑driven decisioning would be the future of digital advertising, we enable content creators to run a more profitable advertising business, which in turn allows them to invest back into the multi‑screen and multi‑format content that consumers demand.

Compensation Disclosure

In accordance with applicable law, the below salary range provided is PubMatic’s reasonable estimate of the total compensation for this role. New hires and current team members are typically compensated toward the middle of our pay range. The actual amount may vary, based on non‑discriminatory factors such as location, experience, knowledge, skills and abilities. In addition to salary PubMatic also offers a bonus and a competitive benefits package.

Total Compensation Range

$130,000—$140,000 USD