Lead 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 Buyer Cloud, our Demand Side Platform (DSP) programmatic offering.
The Customer Success team acts as the day-to-day point of contact for self-serve buyers on the Buyer Cloud platform. We use our deep domain knowledge, system expertise, and close engagement with our clients to ensure Buyer Cloud is meeting our clients’ critical business challenges and evolving needs.

Job Description

About the Role

Reporting to the Senior Manager, Customer Success, we are seeking a Lead Customer Success Manager to oversee a strategic portfolio of accounts and support the development of Customer Success Managers on the team. This role bridges the tactical and strategic aspects of customer engagement, combining hands-on account management with mentoring responsibilities to ensure the retention, growth, and satisfaction of our clients.

As a Lead Customer Success Manager, you will serve as a subject matter expert on the Buyer Cloud platform, providing advanced consultative guidance to our clients while fostering a collaborative, high-performing team culture. You will also act as a key point of escalation for complex client challenges and collaborate with cross-functional teams to align customer goals with our platform capabilities. This position is ideal for someone who is technically savvy, highly customer-centric, and eager to grow their leadership skills in a fast-paced, evolving environment.

What You’ll Be Doing

• Manage a portfolio of key accounts, focusing on retention, growth, and satisfaction.
• Act as a trusted advisor, providing advanced guidance on campaign strategy, optimization, and best practices.
• Proactively identify and recommend platform features and solutions to enhance client success.
• Mentor and coach Customer Success Managers to improve their performance and technical expertise.
• Support the onboarding and training of new team members, ensuring alignment with team standards and objectives.
• Provide feedback to the Senior Manager, Customer Success, on individual and team development needs.
• Serve as a liaison between clients and internal teams (Engineering, Product, Account Management, and Support) to ensure timely and effective issue resolution and feature delivery.
• Deliver insights on client needs, challenges, and opportunities to inform product roadmaps and go-to-market strategies.
• Act as the primary point of escalation for complex client issues, ensuring swift and satisfactory resolution.
• Partner with support and engineering teams to triage and troubleshoot platform challenges.

Who You Are

• 5+ years of experience in a customer-facing role within advertising technology, ideally in account management, trading, or customer success.
• Demonstrated ability to manage a portfolio of high-value accounts with a focus on retention and growth.
• Previous experience mentoring or training team members, with strong interpersonal and leadership skills.
• Excellent ability to learn and teach technical concepts to a diverse audience.
• Strong organizational, presentation, and communication skills.
• Comfortable collaborating with cross-functional teams in a fast-paced environment.
• Dependable, proactive, and results-driven with a passion for customer success.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:
This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Skills

Account Management, Cross-Functional Teamwork, Customer Engagement, Customer Success

Compensation

Primary Location Pay Range: $93,848.65 - $140,772.98

Comcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience. Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work.    Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus.  Additionally, Comcast provides best-in-class Benefits to eligible employees.  We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most.  That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Certifications (if applicable)

Relevant Work Experience

7-10 Years

Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.