Customer Success Manager (US)

The Customer Success Manager (CSM) is responsible for managing a set of Fortune 500 company relationships (brands, publishers, data providers) under the guidance of the Director of Customer Success, working with solutions engineering, support and commercial teams to understand and guide client implementation of a varied set of use cases. The CSM manages the day-to-day client interactions across a range of levels to ensure they receive the highest value possible from the InfoSum platform and are always engaged. 

Core Responsibilities:

• Independently lead day-to-day interactions with clients
• Act as the clients’ go-to advocate and navigate internal processes at InfoSum and the client to provide a high level of customized service for the client
• Build the client’s ability to operate the InfoSum platform for more complex use cases
• Track performance and success of client’s data collaboration strategy to ensure InfoSum is driving towards the best possible outcome for the client / their partners
• Develop a perspective on the viable use cases of InfoSum for each client, seek alignment from the client with support of manager to achieve leadership buy-in, and develop a plan for implementation of new use cases
• Initiate and lead discussions regarding renewal of contracts, with support from manager to establish appropriate commercials and achieve client senior leadership buy-in
• Align on success metrics with the client and build a shared plan to align resources and resolve barriers to growth
• Run a reliable and organized account process that keeps InfoSum on top of deadlines and capable of seamlessly introducing new revenue growth initiatives
• Work closely with Solutions Engineering to design use cases to achieve client goals, and in identifying and resolving technical issues blocking customer operations
• Additional responsibilities as and when required by the business

Requirements

The main skills needed to deliver the core responsibilities:

• Background in advertising technology (4-6 years), ideally with exposure to a technology start-up environment
• Growing understanding of how data and identity is activated in the digital media ecosystem
• Clear written and oral communicator with emphasis on precision
• Demonstrable track record of growing revenue within complex partnerships
• Ability to build and cultivate new relationships with potential and existing partners within all parts of an organization
• An organized self-starter that can diversify their skill set to meet business priorities.
• Excellent interpersonal and customer-facing skills
• A high level of curiosity and willingness to understand complex solutions designed to service customer needs
• Experience presenting and managing communications with senior leadership at brands, agencies and publishers
• Interest in and ability to represent and advocate for InfoSum’s core philosophy of privacy by default in your day to day interactions with clients
• A start-up attitude with a willingness to flex across roles to support peers in adjacent roles and fill gaps in service

Benefits

As well as working as part of an amazing, engaging and collaborative team, we offer our staff a wide range of benefits to motivate them to be the best they can be! Here's an overview of everything we offer right now! 

• Competitive commercial bonus plan 
• Up to $100k base salary (based on experience)
• Healthcare benefits
• 401k
• Mental wellbeing and support

For this role, we would ideally like for someone to be based locally and come into the office 2-3 times a week for team syncs, however, if you require more flexibility, we can discuss a solution that works for everyone.