Customer Success Manager

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Why Mozilla?

Mozilla Corporation is the non-profit-backed technology company that has shaped the internet for the better over the last 25 years. We make pioneering brands like Firefox, the privacy-minded web browser. Now, with more than 225 million people around the world using our products each month, we’re shaping the next 25 years of technology and helping to reclaim an internet built for people, not companies. Our work focuses on diverse areas including AI, social media, security and more. And we’re doing this while never losing our focus on our core mission – to make the internet better for people. 

The Mozilla Corporation is wholly owned by the non-profit 501(c) Mozilla Foundation. This means we aren’t beholden to any shareholders — only to our mission. Along with thousands of volunteer contributors and collaborators all over the world, Mozillians design, build and distribute open-source software that enables people to enjoy the internet on their terms. 

About this team and role:

Mozilla is seeking a proven, self-motivated, creative and resourceful individual to join as a Customer Success Manager on our global advertising sales team. The ad product portfolio spans across Firefox and Mozilla Developer Network.

The ideal candidate is a strategic solution-driver who puts our customers at the core of everything we do. 

In this role, you will lead key client relationships, leverage analytical skills, and develop product expertise to become a trusted consultant in media planning, strategy, and measurement to our key accounts. 

What you’ll do:

• Act as a product & insights expert to identify and implement solutions that drive measurable business results for our partners
• Build and manage relationships with key clients and agency partners 
• Develop narratives and recommendations from custom analyses, build presentations, and present findings to business stakeholders
• Manage account operations (e.g. troubleshooting issues, account set up, etc.)
• Work and collaborate across internal cross-functional teams to project manage complex workstreams
• Create and continue to update SOPs to streamline processes and assist with onboarding
• Monitor CRM usage, deal stage accuracy, and data completeness.
• Compare Boostr data to revenue trackers on a weekly basis
• Ensure IOs match Boostr and follow SOP guidelines 
• Hold weekly 1:1s with sellers to gather pipeline updates 
• Complete Boostr update requests from AdOps to align with Shepherd
• Partner with sellers to conduct kickoff calls and deliver a seamless onboarding experience. 
• Maintain regular client engagement through mid-campaign check-ins 
• Create QBRs to share insights, demonstrate ROI, and align on next-phase goals
• Collaborate with sellers and account managers to uncover upsell and cross-sell opportunities
• Monitor at-risk accounts and proactively present solutions to reduce churn and drive IO renewals. 
• Work with the Adops team to accurate forecast inventory, manage deals and track overall revenue. 

What you’ll bring:

• 7 - 9 years of experience with online advertising/online media
• Bachelor's Degree
• Advanced experience structuring and manipulating raw data into datasets for analysis
• Experience analyzing data from a variety of different sources (quantitative and qualitative), presenting the data in a clear and concise manner, and developing actionable insights
• Proven track record in leveraging data, developing insight-backed hypotheses and driving learning plans to build compelling business cases
• Experience driving a book of business, increasing revenue and business performance
• Experience delivering insights to both technical and non-technical audiences
• Experience working across cross-functional teams
• Experience influencing executives and clients
• Experience navigating ambi