Senior Customer Success Manager

Your Story:

You’ll be joining a core team at EX.CO to lead the charge with our customers and get to work closely with all stakeholders at the company. This position is based in our NYC office. Acting as the liaison between your publishers and EX.CO’s Product, RevOps, and Tech teams to meet publisher KPIs, revenue goals, and evangelize EX.CO’s video platform. Delivering best-in-class services to your publishers by bringing them strategic vision, training and planning sessions and ensuring continuous growth through the different customer journey stages. You will be the face of EX.CO for your publishers and their biggest advocates to Product & Revenue teams. Keeping up with industry trends and updates to effectively educate and smoothly navigate your customers through the changes.

Our Story:

At the heart of every digital revolution, there's a story. Ours began in 2012, with a vision of creating a publisher video platform that offers all the necessary tools, innovation, and knowledge publishers need to fully optimize their websites with video. 

Through machine-learning and AI technology, EX.CO empowers publishers to own their video content and monetization strategies to maximize revenue. Our platform offers global publishers unparalleled access to best-in-class ad serving, monetization, content automation, and video recommendation. 

Trusted by some of the leading publishers globally including The Arena Group, CBSi, Hearst, Nasdaq, VICE, and more, EX.CO’s platform helps publishers boost audience engagement and increase revenue. Our success is a direct result of our dedicated team located around the world and visionary backers including The Walt Disney Company, Saban Ventures, Viola Group, 83North, and Firstime Ventures.

At EX.CO's core is a passion for reimagining the video space and an unyielding commitment to those who rely on us. And now, we're looking for remarkable talent like you to join the next chapter of our story. 🌟

Long story short, You will:

• Be the trusted adviser and partner to a portfolio of publisher customers and orchestrate their customer journey stages
• Collaborate with Business Development, Technical CSM, Product and other key stakeholders to onboard new customers and drive continuous growth for existing customers
• Work with publishers on their video strategy by advising on site layout, best practices, and approach to content
• Identify new growth and upsell opportunities through data, market trends and new product releases
• Set goals with publishers through business planning sessions and craft regular QBRs
• Be the voice of the publisher to internal teams and provide regular updates to executive leadership to meet goals
• Demonstrate tech aptitude by working with self-serve tools, complex systems and programmatic knowledge.

 It will be awesome if you have:

• 4+ years of customer-facing experience (Customer Success, Client Services, Ad Ops, Account Manager, Program Manager, Technical roles)
• 2+ years of experience at an Ad-Tech company, publisher, or agency 
• Customer-centric approach to managing and growing publisher/customer relationships
• Entrepreneurial spirit, eager to learn and diligent contributor
• Stellar organizational, writing, listening, and presentation skills
• Sense of ownership skills, time management, project management, and prioritization 
• Ability to be analytical, resourceful and tech-interested to see problems to resolution

 It will be SUPER awesome if you have:

• Experience using tools such as Tableau and CRM tools (Freshdesk, Salesforce, Monday) 
• Familiarity with SSPs, video platforms/OVPs, DSPs
• Served as consultant to media or video companies
• Sales background having led upsell opportunities
• Previously worked as a Program or Project Manager directly with customers

The pay range for this position in New York is $90,000 – $115,000 + Commission.