Manager, Customer Success, UK Ad Sales

We are looking for a Manager, Customer Success to support our Ads business in the UK. The ideal candidate should have an established record of leading Customer Success teams, shown leadership and revenue management, as well as a deep interest and passion for digital media, music, podcasts and innovation.

In this role, you will be responsible for one of the Customer Success Management teams based in the UK. We are looking for someone who loves our product and has deep expertise in the industry and digital media. This role will help to build long-term consultative solutions, lead, empower and strengthen a team of front line Customer Managers. You should be confident while being low ego, and hardworking while still knowing how to have fun.

We need a proactive, proven and respected leader. You will lead a team who are responsible for and support the entire client lifecycle – from pre-sale to renewal. This role includes leadership, performance mentorship, training, strategic planning, experienced product knowledge, in-depth use of systems and platforms, as well as the ability to lean in and drive success. 

You must have experience leading Customer Success Management, Client Services, or teams with similar responsibilities. Strong communication skills and are able to work across multiple teams and functions is a necessity. You will be a reliable and crucial team member with comprehensive platform knowledge who can anticipate client and internal team needs. Above all, your work will affect the way the world experiences music, podcasts and everything audio.

What You'll Do

• You will work with and report directly to the Director, Customer Success Management team to collaborate, strategize, shape, develop and evolve the team to continually meet and exceed the needs and expectations of our internal and external partners.
• In close collaboration with the Sales, you will build strategy and drive execution via best-in-class customer service for some of the world’s top brands and agencies.
• You will directly lead a team of Customer Managers to support and drive revenue.
• You will be a guide on all responsibilities, processes and tools of the Customer Success Management role and a validated leader of the CSM teams aligned to the business you support.
• Partner and deeply collaborate with Sales Leadership on key accounts needs, account planning exercises, QBRs, etc, and act as an operational point of contact and escalation resource for clients and internal teams.
• Provide team mentorship and coaching while delivering tailored solutions to client requests.
• Maintain and approve policy exception requests relating to Service Level Agreements, Compliance, Pricing, Makegoods, and more.
• Build a strong cross-functional network and conduct regular status meetings with the leaders of these teams to maintain alignment that supports the business.
• Oversee completion of AM team recurring tasks including pipeline hygiene, campaign pacing, production tracking, measurement outcomes and client billing.
• Assess staffing needs and lead the interviewing, hiring and onboarding of talent.
• Identify the needs and lead training for the AM team inclusive of role-specific, soft-skills, procedural and developmental curriculum.
• Provide bi-annual development talks to your team.
• Review and approve administrative tasks for each individual on your team.

Who You Are

• You have a Bachelor’s degree or equivalent experience, preferably in Sales, Advertising, Marketing, or Business.
• You have 10+ years of Digital Advertising Customer Success Management experience, and 5+ years of management experience.
• You are a digital media leader and consultant and have a proven track record of success.
• You have strong agency and industry relationships.
• Someone with a deep understanding of the advertising landscape and expertise in account planning, strategic planning, and media buying within Direct & Programmatic environments.
• You have experience running a team where Data & Insights drive the direction of the business.
• You know how to gracefully translate client requests for internal cross-functional teams.
• You are detail oriented and find solutions for clients while improving internal processes.
• You are highly motivated, entrepreneurial, energetic, and willing to thrive in a high growth, fast-paced organization.
• You hold positive relationships with internal and external partner teams.
• You are an effective listener and clear communicator as well as you have excellent problem solving and negotiating skills.
• You are passionate about identifying and developing excellent customer service skills in others.
• You have experience working within CRMs, OMSs, ad servers and other digital media tech systems and platforms, and are experienced in tools like excel and PowerPoint.

Where You'll Be

• This position will be based in London