Customer Success Manager

20 hours ago

Singapore Pixalate, Inc. Full time

**Location**: Remote, Singapore

**Classification**: Contract

**Min. Experience**: Mid Level

**Position Overview**:
This role is remote but may require occasional travel to meet with clients.

**Benefits**:

- Casual, remote work environment
- Flexible hours
- Opportunity for advancement
- Fun annual team events
- Being part of a high-performing team that wants to win and have fun doing it
- Extremely competitive compensation

**Who We Are**:

- We believe in small teams that produce high output
- Fearless attitude holds high esteem
- Bold ideas are worshipped
- Chess players do well
- Titles don’t mean much; you attain respect by producing results
- Everyone’s a data addict and analytical thinker
- Collaboration, collaboration, collaboration

**Who We Are Looking For**:
CSMs will be expected to demonstrate knowledge of the programmatic landscape in order to properly convey client requests to Pixalate’s technical teams, including:

- Ad servers, exchangers, DSPs, SSPs, and the role of each in the digital advertising ecosystem
- Differences and similarities among digital advertising channels (eg. display, mobile web, in-app mobile, and OTT/CTV)
- Invalid traffic (IVT) and viewability in the context of digital advertising

This role will require someone who has:

- BA/BS degree in technical, business, or other related fields (or equivalent experience)
- 2-3 years of experience in client-facing Customer Success, Technical Account Management, and/or Technical Sales roles at SSPs, DSPs, exchanges, advertisers, agencies, publishers, ad networks, or other digital advertising technology vendors
- Highly skilled in MSFT Excel (eg. pivot tables and graphs), Salesforce, and familiar with Google Drive and JIRA
- Understanding of digital media ecosystem terminology and ad operations tools and practices (eg. campaign optimization, javascript, tagging, cookie, macros, and platforms)
- Demonstrable ability to take ownership and accountability and act on client goals and objectives in a technical environment
- Self-starter capable of thriving in a startup environment
- Ability to maintain poise under stress, especially when resolving time-sensitive issues
- Data-driven, analytical, and process-oriented
- Excellent written and verbal communication/presentation skills
- Proficency with spoken and written English, a second language is a plus

**Key Responsibilities**:
CSMs are responsible for:

- Managing the complete lifecycle of client accounts, including onboarding, training, customer support, subscription renewals and upsells, and quarterly business reviews
- Presenting Pixalate solutions to key clients within the programmatic ecosystem, including major sell-side platforms (SSPs), demand-side platforms (DSPs), ad exchanges, and publishers
- Maintaining awareness of client needs and opportunities for expansion
- Understanding the competitive landscape and new industry developments and standards
- Driving positive customer success outcomes: retention, expansion, churn reduction, client advocacy, and account lifetime value
- Ensuring Pixalate product adoption, client satisfaction, and account health

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