Customer Success Manager- Ad Tech Experience Required

Freestar engineers cutting-edge monetization solutions for websites and apps, and they are seeking a Customer Success Manager. The role involves acting as a primary technical advisor and strategic partner to publishers, focusing on the long-term optimization of clients' accounts and resolving technical challenges swiftly.

Responsibilities:

• Own your publisher relationships end-to-end, beginning at onboarding through long-term growth and retention, acting as the single accountable lead for the account’s success
• Serve as the primary technical point of contact and strategic advisor for a portfolio of premium and enterprise-level publisher accounts
• Proactively monitor and analyze publisher ad performance, identifying and implementing technical optimizations to drive revenue growth
• Independently perform high-level analysis to determine the root cause of technical issues affecting ad delivery and performance
• Partner with the Support and Yield teams as necessary for escalations
• Liaise daily with internal teams, including Support, Yield, Audience Strategy, Business Development, and Product, to escalate complex issues and advocate for publishers’ needs
• Act as an expert on Freestar’s product suite and the broader programmatic ecosystem, providing technical guidance and best practices to clients
• Educate publishers on new technologies and product features, and assist in upselling technical solutions that align with their business goals
• Maintain a deep understanding of each publisher's technical nuances, business KPIs, and long-term goals
• Develop and maintain strong relationships with our publishers’ technical teams, building trust through expert consultation and rapid issue resolution

Requirements:

• 3-5 years of success in a Technical Account Management, Customer Success, or Ad Ops role within the Ad Tech ecosystem
• Advanced, hands-on knowledge of Google Ad Manager and Google Analytics
• Deep understanding of the programmatic advertising ecosystem, including header bidding (Prebid.js), wrapper solutions, and ad serving principles
• Familiarity with web technologies, including HTML, CSS, and JavaScript, and experience using browser developer tools for high-level debugging and issue identification
• Experience with CRM, project management, and support tools (e.g., HubSpot, Jira, Zendesk, Trello)
• Advanced Excel skills (Pivot Tables, VLOOKUPs, etc.) and experience interpreting complex performance dashboards
• Excellent verbal and written communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences
• Exceptional problem-solving and analytical skills, with the ability to navigate nuanced technical challenges under pressure
• Strong work ethic and a drive to see technical projects through to completion
• Collaborative and proactive team player with a proven ability to take initiative and provide strategic support to cross-functional partners
• Ability to thrive in a fast-paced, competitive environment, managing multiple priorities across various publisher accounts
• Confidence and expertise to lead technical calls with clients and internal stakeholders
• A passion for technology and a desire to stay on the cutting edge of the AdTech industry