Senior Manager, Customer Success – Ad Solutions (U.S.)

beehiiv is the all-in-one newsletter and creator platform powering the next generation of media companies and independent voices. The Senior Manager, Customer Success – Ad Solutions will manage a team of Ad Network CSMs, overseeing advertiser relationships and driving revenue growth while ensuring high standards of client communication and team performance.

Responsibilities:

• Manage, coach, and develop a team of Ad Network CSMs
• Hold a high bar for SLA compliance, HubSpot hygiene, client communication standards, and revenue accountability — these aren't suggestions, they're the baseline
• Run tight 1:1s and team rhythms that drive output, not just check-ins — you expect results, and you make that clear
• Build a culture where people bring solutions, not problems — and model that behavior yourself
• Own onboarding and ramp for new CSM hires
• Carry a personal revenue number alongside your team's collective quota
• Potentially own a handful of top-priority advertiser accounts end-to-end
• Develop and execute account strategies tied to performance data, new product launches, and work to identify advertisers best positioned to scale spend
• Coach your team to drive retention, renewals, and upsells across the book
• Build playbooks and training for the CSM team where you see gaps
• Translate new product capabilities into concrete sales strategies your team can execute immediately
• Think about leverage: as the team and account load grow, we want to increase our leverage per person and not grow only through headcount
• Use technology & data: AI tools, automation, dashboards, etc., to multiply the team's output without multiplying the team's size
• Identify gaps in client experience and own solutions from idea to implementation — no waiting for another team to fix it
• Maintain consistent reporting, pipeline visibility, and CRM discipline across the team
• Deeply understand how beehiiv's ad products work well enough to speak credibly to advertisers about measurement, attribution, and performance
• Identify where product gaps or platform limitations are creating friction for the CSM team, and advocate clearly for what needs to change
• Be technical enough to build your own solutions when they exist — whether that's a recurring workflow, a tracking tool, or a client-facing resource — without waiting for eng or ops to do it for you
• Set and uphold fast response time SLAs across the team as non-negotiable
• Act as a point of escalation for complex advertiser issues, owning resolution from start to finish
• Ensure every advertiser interaction reflects a high standard — informed, fast, and accountable

Requirements:

• 6+ years in digital advertising, ad sales, or a closely adjacent field
• 2+ years managing a team, with a clear track record of raising the bar for your team — not just supporting them
• Technical curiosity and self-sufficiency — you figure things out, you build what you need, and you don't wait for someone else to hand you the answer
• Comfortable being uncomfortable — you won't always have a playbook, and ambiguity doesn't slow you down
• Bias toward action — you see a gap, you close it. You don't surface problems without owning a solution
• Exceptional written and verbal communication — fast, clear, and calibrated to the audience, whether it's a brand partner or a direct report
• Process-builder and process-follower — you create systems, and then you actually use them, consistently
• Growth mindset — you study what's working, you ask hard questions, and you actively make things better
• Startup background strongly preferred — you're used to doing more with less, and that doesn't frustrate you, it motivates you