Customer Success Manager

About the Job:

LiveIntent is looking to hire a Customer Success Manager who will be a key player in the internal workflow and client engagement, as well as driving post-sales initiatives for the Supply side of the business. This individual should be comfortable driving and leading client platform demos, performance reviews (QBRs included), and any internal or external calls with or for our partners while being able to work both autonomously and collaboratively in a team environment. They will also be the main point of contact for any inquiries from our clients and should be current with any goals, expectations, or needs that the client has requested. 

Responsibilities:

• Day to day client support and engagement as the main point of contact on assigned accounts; identifying optimization opportunities for campaigns and full management of client reporting needs
• Deep understanding of partner KPI’s and applicable goal setting
• Should be able to speak to all aspects of the account in efforts to provide optimal client solutions based on our offerings
• Own mature accounts and responsible for keeping these clients stable and growing, up-selling, cross selling, and renewals of existing client base; monitoring account pacing vs forecast and reaching for stretch goals
• Lead and attend meetings for accounts; identifying key action items and decisions (this may include Quarterly and Annual Business reviews or recurring calls)
• Lead platform demos and training sessions, kick off calls, RFP support under Sales direction
• Coordinate client performance reviews & kick off calls with clients and account team
• Suggest improvements to LiveIntent’s platform, systems and process
• Communicate ad specifications and creative lead times to advertisers/agencies (providing any required documentation for creative delivery and set up)
• Identify optimization opportunities for campaigns and full management of client reporting needs
• Assist in implementation and troubleshooting of client campaign set ups

Qualifications:

• A minimum of 2 years customer success/account management experience
• Ability to drive client and executive level communications (written and verbal)
• Detail oriented, responsive to deadlines, able to juggle multiple tasks and prioritize appropriately
• Ability to utilize data to provide proactive and actionable strategic recommendations to clients
• Self-Starter with a comprehensive level of time management skills with the ability to multitask and reprioritize independently
• A general understanding of Ad Serving, Third Party Data, Ad Tags, and Email Service Providers (ESP), or basic understanding of HTML

At LiveIntent we've implemented a hybrid workplace policy. We have a beautiful office located at One World Trade Center! Frequency of coming into the office will depend on your role and team, however, we do not expect any role to require a 5 day in-office presence and we'll continue to hire outside of the NYC metro area for select roles.

We support employee health and wellness by providing:

• Comprehensive medical, dental and vision coverage through two different providers with many plans being offered with 100% premium coverage for individuals and families, along with access to our 24/7 telemedicine provider Eden Health
• 12 weeks of 100% paid parental leave from day one of employment for the birth or adoption of a child
• Flexible PTO - We believe that time off to rest and recharge is important to all our employees and benefits everyone
• Summer Fridays
• Access to BetterUp Care which focuses on the importance of mental fitness by providing confidential coaching and support to help build resilience and sustain well-being as we all navigate the ups and downs of life
• Monthly wellness expense to use towards gym membership, subscription plan, fitness classes or personal wellness
• Access to Alma and our Employee Assistance Program which offers confidential assessments, short-term counseling, referrals, and follow-up services to employees
• WFH expense reimbursement to ensure you are set up for success 
• Voluntary benefits such as Critical Illness, Accident and Hospital Insurance, Life Insurance, Metlaw, Identity Theft Alert System and Pet Insurance
• 401k program

We foster belonging, inclusion, and diversity to help you live your best work life with programs and initiatives such as:

• Mid-year and annual performance and compensation review process
• Our ERG Framework and DEI Executive Committee gladly supports several communities such as Asian Alliance at LiveIntent, BlackIntent, Juntos, Parents of LiveIntent, PrideIntent, &a