Customer Success Manager, Publisher

| New York City, NY | Hybrid
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IAS Customer Success Manager (CSM) will partner with Sales, Technical Client Services, and Solutions Engineers to successfully onboard new accounts and retain and grow sales revenue within existing accounts. The Customer Success Manager is responsible for increasing client adoption of IAS publisher technology, maintaining strong client relationships and ensuring that client campaigns meet goals and objectives. The primary focus of this role is to grow long-term client revenues in support of the overall success of the company.

As a part of our Customer Success team, this role offers potential to gain in-depth experience of the verification space within the advertising industry. Under the direction of your manager, you will finesse your technical, communication, and commercial skills.

Responsibilities:

  • Understand the digital advertising ecosystem of advertisers, agencies, publishers, and media technology partners
  • Build a solid understanding of all IAS products and processes
  • Oversee the lifecycle and all aspects of client health including on-boarding, value realization, and renewal, while spearheading further adoption of IAS services. Act as the lead point of contact and account owner for all matters specific to assigned clients, providing problem resolution and escalations in a timely manner
  • Prepare regular reporting and data analysis of client activity
  • Develop trusted advisor relationships with key client stakeholders and ensure the timely and successful delivery of IAS solutions according to client needs/objectives.
  • Assist with critical publisher requests/escalations as needed while identifying at-risk scenarios and work with internal/external stakeholders to build & enact solutions.
  • Identify and drive upsell opportunities alongside the Sales team within current accounts.
  • Conduct regular business reviews with key Publisher clients to highlight IAS value.
  • Meticulously track customer engagements via internal systems to document customer lifecycle.
  • Work cross collaboratively with Customer Org teams to successfully onboard new customers.
  • Keep up to date with all publisher product enhancements and developments and communicate these to clients in a clear and intelligent manner.
  • Collaborate with team members by sharing industry knowledge/developments and account-specific knowledge.
  • Adhere to IAS values at all times

Experience:

  • 2-4 years experience in ad tech; Publisher experience strongly preferred
  • Strong analytical skills, with the ability to identify business issues, analyze data, draw conclusions, and develop actionable recommendations
  • Understanding of online advertising and marketing industry is a must
  • Demonstrated ability to effectively communicate, present and advise clients
  • Ability to learn quickly and grasp different processes and systems
  • Enthusiasm to work in a fast-paced and demanding environment
  • Exceptional organizational skills with the ability to prepare clear and concise documents
  • Fluency with Microsoft PowerPoint, Word, Excel
  • Experience working in Salesforce, Gainsight, GAM, GCM is a plus

New York Applicants: The salary range for this position is $79,000 - $119,000, actual pay may vary based on experience or geographic location.

About Integral Ad Science

Integral Ad Science (IAS) is a global leader in digital ad verification, ensuring that ads are viewable by real people in safe and suitable environments. IAS’s mission is to be the global benchmark for trust and transparency in digital media quality for the world’s leading brands, publishers and platforms. We do this through data-driven technologies with actionable real-time signals and insight. Founded in 2009 and headquartered in New York, IAS works with thousands of top advertisers and premium publishers worldwide. IAS is part of the Vista Equity Partners portfolio of companies. For more information, visit integralads.com.

Equal Opportunity Employer:

IAS is an equal opportunity employer, committed to our diversity and inclusiveness. We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability or age. We strongly encourage women, people of color, members of the LGBTQIA community, people with disabilities and veterans to apply.

California Applicant Pre-Collection Notice:

We collect personal information (PI) from you in connection with your application for employment or engagement with IAS, including the following categories of PI: identifiers, personal records, commercial information, professional or employment or engagement information, non-public education records, and inferences drawn from your PI. We collect your PI for our purposes, including performing services and operations related to your potential employment or engagement. For additional details or if you have questions, contact us at [email protected].

To learn more about us, please visit http://integralads.com/ and https://muse.cm/2t8eGlN

Attention agency/3rd party recruiters: IAS does not accept any unsolicited resumes or candidate profiles. If you are interested in becoming an IAS recruiting partner, please send an email introducing your company to [email protected]. We will get back to you if there's interest in a partnership.


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An Insider's view of Integral Ad Science

How would you describe the company’s work-life balance?

While there’s never a shortage of engaging work to be done, IAS encourages balance with perks like paid volunteer time, unlimited discretionary vacation, and Summer Fridays. On a deeper level, I’m comfortable bringing my authentic self to work. IAS is home to active employee resource groups such as IAS Working Parents, as well as informal groups.

Jessica

Software Engineer

What does your typical day look like?

A typical day involves checking in on client performance, pulling reports, answering questions, & ultimately acting as the face of IAS to my set of clients. I like to think of the Customer Success Manager role as a middle-person between our clients & the solutions needed. The key is not to have all the answers, but to know where you can find them.

Zach

Associate Customer Success Manager

How has your career grown since starting at the company?

I joined IAS in April 2020, and it’s one of the best decisions I’ve made for my career. I’ve helped train teams how to interview, hired dynamic senior level employees to support the growth of our teams, and been given a level of autonomy that I’ve been craving. Everyday is a new challenge that pushes me to evolve, and I love it!

Timothy

Recruiter

How do you make yourself accessible to the rest of the team?

It's more important than ever to have open channels of communication. We hold weekly virtual town halls where we keep everyone updated on important company news, but more importantly, open our leadership team up for questions. We have several open Slack channels where the team can ask about anything - from my US Open picks to our latest policies.

Lisa

Chief Executive Officer

How does your team reward individual success?

My team popularized the notion of awarding karma points on slack which are a light-hearted reward to show appreciation. We also give a shoutout in the R&D newsletter for individual and team achievements.

Milap

DevOps Engineer

What are Integral Ad Science Perks + Benefits

Integral Ad Science Benefits Overview

We want our employees to stay happy, healthy, and inspired. At IAS, we offer unlimited PTO, comprehensive health insurance, and much more - from an employee volunteer program to happy hours and snacks in the office.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Hybrid work model
In-person all-hands meetings
In-person revenue kickoff
Summer hours
Employee awards
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Diversity recruitment program
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Transgender health care benefits
Abortion travel benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Employees get free lunch on Friday.
Company-sponsored happy hours
Recreational clubs
IAS sponsors group sports like Basketball, Soccer and Volleyball.
Relocation assistance
Fitness stipend
Meditation space
Onsite gym
Professional Development Benefits
Lunch and learns
Promote from within
Mentorship program
Our mentorship is part of our Manager Program and Internship Program.
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

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