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Customer Success Manager

| Greater Boulder Area

The Publisher Success Manager an advocate for the customer that preemptively and proactively identifies and addresses opportunities and problems to help customers realize their business goals beyond their expectations.

Responsibilities:

  • Manage a success team whose goal is to drive success for a group of 1000-1500 publishers
  • Partner with the other success managers and the marketing and design team to develop an onboarding framework that sets your publishers up for success, continued opportunity and happiness
  • Actively engage with your publishers to improve and “engineer” what should feel like a personalized Sovrn experience
  • Regularly track the overall health of your publishers and identify solutions to help your team be proactive and anticipate customer needs
  • Identify a set of daily and weekly metrics/KPIs that help your team understand if they are achieving the long term goals you have set.
  • Convert your relationship with the publisher into one of advocacy, find opportunities to improve their metrics (viewability, yield, bounce rate, engagement etc.) and drive more value for them.
  • Support them through product implementations, and develop a regular cadence for collecting their feedback on our products and services
  • Share learnings, ideas, and success with the other Publisher Success Managers
  • Proactively provide your publishers with regular (monthly or quarterly) insights on their performance, health, and opportunities.
  • Identify Sovrn products that will help your publishers achieve further success and partner with the best group of experts (pub growth / services) to engage your publishers in these products.
  • Identify and monitor activity of volatile accounts, reporting on upcoming or ongoing impacts to the overall exchange
  • Understand publisher types (Ideal, Non-Ideal - Direct, Indirect) and maintain classifications within group of publishers
  • Identify opportunities for upsells, engaging the Publisher Growth team to drive them forward

Characteristics:

  • Wake up with urgency and purpose to drive success for your publishers
  • Empathy and calmness in the face of fire
  • Obsessed with results
  • Strong leadership and mentorship skills, wants to help others learn
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • HadoopFrameworks
    • MeteorFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • CassandraDatabases
    • HBaseDatabases
    • HiveDatabases
    • MongoDBDatabases
    • TeradataDatabases
    • Google AnalyticsAnalytics
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM

Location

We are in a brand new building, close to breweries, restaurants and coffee shops. Easy to get to, plenty of parking and the bus stops right out front.

An Insider's view of Sovrn

How do your team's ideas influence the company's direction?

Great ideas can come from everybody with the right support and space. To this end, we hold an Innovation Week quarterly for all engineers. We aren't afraid of trying new tech, as long as it delivers customer value. We encourage creativity with a collaborative environment, POCs during planning phases, and aggressively maintaining tech debt.

Jesse

CTO

What are Sovrn Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies

Additional Perks + Benefits

Flexible Time Off. Monthly Wellness Stipend. Fully Paid for Medical / Dental / Vision. 11 Paid Holidays.

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