[Hiring] Customer Success Manager @Freestar

Role Description

The Customer Success Manager acts as the primary technical advisor and strategic partner to our publishers. The ideal candidate will have a deep understanding of the advertising technology and programmatic landscape and a passion for solving complex challenges. You will focus on the long-term technical health and optimization of our clients' accounts, ensuring their ad stack is optimized for maximum yield and that all technical hurdles are swiftly identified and resolved by the appropriate internal teams.

• 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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• Full-Time, Salaried Position
• Fully remote company with collaborative asynchronous teamwork
• Mentorship, continuing education, and professional development opportunities
• The opportunity to drive success alongside some of the top publishers in the world