Customer Success Manager

FreeWheel, a Comcast company, provides comprehensive ad platforms for publishers, advertisers, and media buyers. Powered by premium video content, robust data, and advanced technology, we’re making it easier for buyers and sellers to transact across all screens, data types, and sales channels. As a global company, we have offices in nine countries and can insert advertisements around the world.

Job Summary

This opportunity is at FreeWheel, a Comcast Company, and will be dedicated to Freewheel DSP, our Demand Side Platform (DSP) programmatic offering.

The Customer Success team acts as the day-to-day point of contact for the self-serve buyers on the Freewheel DSP platform. We use our deep domain knowledge, system expertise, and close engagement with our clients to ensure Freewheel DSP is meeting our client’s critical business challenges and evolving needs.

Job Description

About the Role

Reporting to the Senior Manager, Customer Success, we are looking for a Customer Success Manager to promote the retention and success of our accounts. You will work with our customers to ensure they achieve their business objectives on the Freewheel DSP platform. You’ll provide tactical guidance on topics such as campaign set up, optimization, inventory curation, and other best practices for running self-service media campaigns while also providing recommendations and trainings on how to best use the Freewheel DSP platform. You will manage a book of 10-20 accounts and will own optimization, adoption, education, and satisfaction efforts.

You will bring a consultative mindset to manage customer relationships across a variety of stakeholders, with an emphasis on the client’s ad operations teams. Additionally, you will work with internal Engineering, Product, Solutions, Account Management, and Support teams to provide market feedback and customer requirements while ensuring client expectations are managed as we grow our partnerships.

This role is perfect for someone who is curious, customer obsessed, and is looking to accelerate their career at a growing organization.

What You'll Be Doing: 

• Be the primary day-to-day contact for our buy-side customers  
• Train customers on new and existing platform features 
• Use your programmatic knowledge to consult customers on best practices for running their self-service campaigns 
• Make proactive recommendations of feature usage and optimizations that will help your customers scale on the platform 
• Liaise with cross-functional Freewheel DSP teams (including Account Management, Product, Engineering, and Support) to ensure sustained value and delivery against customer goals 
• Assist in triaging and troubleshooting issues alongside support 

Who You Are: 

• 2+ years of experience in ad operations or trading at an agency or DSP, or 2+ years of experience managing media and/or tech accounts, such as publishers and data providers 
• The ability to learn & teach technical concepts to technical and non-technical contacts 
• Strong organizational, presentation, and communication skills  
• Experience working with cross-functional teams 
• Dependable and accountable 

Core Responsibilities:
Independently manages customer relationships and oversees the client experience from implementation through the entire client life cycle.
Assists more senior Client Success Managers with strategic customer relationships.
Regularly engages with clients, including client weekly calls, weekly reports and ensuring service level agreements (SLAs) are met or exceeded.
Strategically analyzes potential risks and addresses any potential problems that may arise. Thoroughly tracks details of changes, conversations, interactions, between all teams and the client, including change log communication, risk log communication, agreements of changes and configurations and processes.
Ensures implementation plan is built, then formally delivered to the client; including, but not limited to risk management, communication plan, customer support guides, enablement guides, issue management, vendor management and any other customer required documentation to ensure statement of work is met for each assigned strategic client.
Manages clients, vendors and internal departments, ensuring proper expectations are established and the required deliverables are produced.
Tracks issues and trends then develops and provides the client with mitigation strategies. Collects updates from the various functional teams and consolidate to report to the client.
Meets with other departments to