Customer Success Manager – Ad Tech Experience Required

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 elevate 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.