What You Will Do:

• Leads an Account Management team with a customer-centric approach, prioritizing customer success and growth, developing and coaching the team to deliver a steller onboarding experience
• Develops and executes proactive customer retention and expansion strategies
• Analyzes customer experience and health metrics, identifying key indicators and trends
• Drives continuous improvement in customer engagement and lifecycle
• Educates and influences peers and the team on marketplace dynamics and successful strategies
• Solicits client feedback to drive product and operational improvements for an enhanced customer experience
• Maximizes the effectiveness of Account Management tools and resources
• Creates a culture of customer advocacy and engagement
• Acts as an escalation point for complex negotiations, optimizing deal structures
• Address risks of client churn by managing escalations and promptly addressing client concerns
• Clearly communicates the progress of monthly/quarterly initiatives to internal and external stakeholders
• Promotes a positive, diverse, and inclusive corporate culture aligned with company values

What You Will Bring:

• Proven experience (8+ years) in customer success, account management or similar customer-facing roles within an AdTech or SaaS environment
• Proven experience (5+ years) leading and coaching a high-performing team of 5+ team members, developing and utilizing strong leadership and people management skills
• BA/BS degree in Business Administration, Sales or relevant field
• Proven success in exceeding expansion and retention targets
• Creative leadership skills with the ability to articulate and execute the company vision and team strategies, and to inspire, motivate and manage a diverse team.
• Ability to develop strategic plans and optimize processes for long-term scalability
• Strong knowledge of business processes such as renewal and expansion playbooks and contract/invoice management.
• Experience with negotiating diverse customer accounts
• Strong operational background with the ability to define and leverage business metrics to manage team goals and exceed expectations.
• Empathy for customers combined with a passion for revenue growth
• Excellent collaboration skills with cross-functional teams
• Highly organized with strong written and verbal communication abilities
• Detail-oriented, adaptable, and able to prioritize in a dynamic environment
• Knowledge of emerging trends and industry standards like, Programmatic, SaaS, and media channels; grasps complex technical details and translates them into actionable and valuable insights for customers.
• Experience working with customer success tools and systems; e.g. a CRM software (e.g. Salesforce, Zoho CRM or HubSpot), Ticketing systems (e.g. JIRA, ServiceNow), MS Office, Google Suite, etc.