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Freestar · 1 week ago

Customer Success Manager- Ad Tech Experience Required

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

Freestar is a company that engineers cutting-edge monetization solutions for websites. The Customer Success Manager will work directly with top-tier clients, acting as the primary point of contact to understand their needs, communicate technology products, and optimize their advertising solutions.

AdvertisingInformation TechnologyInternetSoftware

Comp. & Benefits

No H1B

Responsibilities

Have a firm grasp of each publisher's business, including their main KPIs, competitive standing, performance initiatives, and industry needs

Maintain daily and weekly contact with clients to foster the publisher relationship, building a strong rapport and ensuring clear performance strategies are being met

Lead both client-facing and internal calls, including, but not limited to, business reviews

Liaise between our clients and internal teams on a daily basis. Be the face and voice of Freestar, responding to clients via phone, email, and Slack

Monitor site performance, offering optimization ideas

Serves as a support system between the technical team and the publisher, using data to proactively diagnose, troubleshoot, and resolve anomalies

Pitch and upsell new products that will have a positive impact on our publishers' performance and overall business. While this is not a sales role, you will still need to be comfortable in offering our publishers all of the Freestar solutions that make sense for their needs. We are revenue experts, so if there is room for growth, our clients expect to hear those ideas from us

Act as an expert for both Freestar products and industry trends, providing guidance, support, and education to our publishers, with the ability to explain complex technical concepts in simple terms for clients and stakeholders with varying levels of expertise

Generate new business from current publishers by solidifying our reputation in the marketplace and fostering a strong referral network

Handle delicate situations that have been escalated and require a high level of skill and temperament to defuse and resolve

Elevate the skill set of the Customer Success team by sharing industry knowledge, promoting a culture of learning, and discussing best practices

Qualification

AdTech experienceProgrammatic advertising knowledgeGoogle Ad ManagerCRM systems familiarityProject management systemsCommunication skillsOrganizational skillsTeamwork skills

Required

2-3 years of proven success as an Account Manager or Customer Success Manager

Experience in the AdTech industry and/or a Publisher background. Advanced understanding of the programmatic advertising ecosystem, specifically header bidding

Well-versed in Google products, including but not limited to, Google Ad Manager and Google Analytics

Familiarity with CRM and project management systems such as Salesforce, Trello, Zendesk, and Jira

Excellent verbal and written communication skills

Preferred

Exceptional organizational and time management skills with the ability to navigate and properly prioritize multiple competing deadlines and projects simultaneously

Strong work ethic and high internal drive, with a strong sense of urgency to drive projects to completion

Professional maturity and confidence, with the ability to effectively take the lead on both internal and external calls

Teamwork, interpersonal & relationship-building skills, with the ability to lead by influence and example

A proactive mindset with the ability to take initiative beyond the specific role, supporting the company and cross-functional teams in achieving our overall goals