Manager, Customer Success

LiveRamp is the data collaboration platform of choice for the world’s most innovative companies. A groundbreaking leader in consumer privacy, data ethics, and foundational identity, LiveRamp is setting the new standard for building a connected customer view with unmatched clarity and context while protecting precious brand and consumer trust. LiveRamp offers complete flexibility to collaborate wherever data lives to support the widest range of data collaboration use cases—within organizations, between brands, and across its premier global network of top-quality partners.

Hundreds of global innovators, from iconic consumer brands and tech giants to banks, retailers, and healthcare leaders turn to LiveRamp to build enduring brand and business value by deepening customer engagement and loyalty, activating new partnerships, and maximizing the value of their first-party data while staying on the forefront of rapidly evolving compliance and privacy requirements.

Are you a seasoned Customer Success leader seeking a high-impact role?  Do you thrive scaling teams in a fast-paced environment?  Do you seek to be surrounded by people who inspire you to be better and work harder every day? Do you want to be on the vanguard of marketing technology and Big Data? Consider joining our team.

You will:

• Invest significantly in building and nurturing executive-level customer relationships with LiveRamp’s most strategic Brand customers

• Manage a team of ICs focused on customer-centric and solution-centric growth of key accounts 

• Develop consultative expertise in the THETA verticals (Travel, Hospitality, Entertainment, Technology, Automotive), applying LiveRamp’s adtech and Commerce Media Network solutions to drive measurable outcomes

• Champion customer-centricity across LiveRamp, and collaborate across internal teams to improve the customer journey 

• Develop and scale a rapidly growing Customer Success team while delivering stellar outcomes in customer retention, revenue growth, and CSAT

• Partner with cross-functional teams. Evolve the tools, processes, and strategy for customer engagement and segmentation as LiveRamp’s Brands business continues to grow

• Be dedicated to continuously improving customer health, ensuring customers are adopting LiveRamp products and solutions

• Coach and mentor CSMs of the Brands Customer Success team, while sharing best practices in Customer Success

• Effectively identify and lead cross-functional initiatives to improve the customer experience

• Ensure the Brands CSMs successfully deliver our solutions to all Brands customers according to customers’ needs and business objectives

• Address challenging customer requests and engage in issue resolution as needed

• Clearly communicate the progress of weekly/monthly/quarterly initiatives to internal and external stakeholders

• Lead renewal strategy and forecasting with rigor: run mitigation sessions, coach to value-selling methodology, challenge assumptions, and maintain renewal forecast accuracy. This includes contract negotiation and its corresponding paperwork

• Maintain strong product knowledge for yourself and your team, co-train with Enablement, and hold teams accountable for leveraging commercial enablement tools.

• Ensure customers realize value and adoption, coaching teams to become trusted advisors who demonstrate wins and drive long-term growth

Your team will: 

Deliver on our vision that our customers see LiveRamp as a strategic & foundational partner who drives value for their business.  Your team works closely with Product, Support, Services, Marketing, Finance, Data Ethics, Legal, and Sales, in order to drive amazing customer experiences.  

About you: 

• 7 years customer-focused experience (customer success and/or account management preferred)

• 5+ years SaaS business experience

• 3+ years in a leadership role managing at least a $30-50M ARR business

• Stellar executive presence

• Sales or Customer Success Experience

• AdTech/MarTech experience required

• Experience working with Brands

• Desire to work in San Francisco/New York/Seattle, remote ok with approval

Bonus Points: