Senior Customer Success Manager

Integral Ad Science is a leading global media measurement and optimization platform. The Senior Customer Success Manager will support the Customer Success team in providing exceptional service to global clients, focusing on activating new revenue and enhancing client relationships while ensuring successful campaign outcomes.

Responsibilities:

• Develop and maintain the multi-year strategic client relationship for Global accounts to meet and exceed customer objectives and IAS revenue goals
• Act as the lead point of contact for both external and internal stakeholders, in all matters specific to assigned client portfolio
• Ensure successful activation, upselling and retention of our solutions according to client needs and objectives and align account strategy across the globe
• Work closely with Sales and Customer Success across multiple regions ensuring that the activation of IAS products is carried out in sync with the overall account guidelines and in accordance with client’s specifications
• Lead strategic client business meetings, webinars, training sessions and provide Industry trends and analysis
• Act as the Client champion for product feedback and manage issues escalations
• Negotiate and activate contract renewals
• Develop a trusted advisor relationship with key client stakeholders and executive sponsors, asking pertinent questions to influence performance
• Attain a thorough understanding of assigned client’s goals, industry trends and best practices
• Build a solid understanding of IAS products and processes to assist clients drive business value and ROI on their Digital spending
• Collaborate with other internal departments on joint processes towards increased customer satisfaction
• Forecast and track key account metrics and revenue
• Own adoption and renewal of IAS services
• Identify and grow opportunities within accounts, and collaborate with sales teams to ensure growth attainment
• Identify at risk opportunities and work with internal and external stakeholders to build solutions

Requirements:

• Proven experience in a client-facing role within an Agency, Brand, Publisher or Saas company for international accounts
• Fluent French and English essential, will consider candidates with business level French language skills
• A service-oriented ethos with a strong strategic commercial mind-set and a keen understanding of AdTech, SaaS or MarTech
• Experience managing, consulting and negotiating with DAX 30 corporations with an excellent track record retaining and growing portfolio
• Strong analytical skills, with the ability to identify business questions, analyse data, draw conclusions, and develop actionable recommendations
• Exceptional organisational skills, with a proven track record of successfully managing projects to completion
• Comfortable in a fast-paced, entrepreneurial and rapid-growth environment. Ability to work independently as well as part of a team
• Microsoft Office proficient. Experience using SFDC, Gainsight or ToTango will be advantageous