Client Success Manager - New York, New York, United States

Business Insider is hiring a Client Success Manager to join our Revenue Operations Team to own the account management of direct and programmatic deals for some of our East Coast-based clients.

Business Insider is for people who are driven, optimistic and always looking forward. Our mission is to inspire action through thought-provoking stories. We tell our audience what they want and need to know to improve their lives and the world with storytelling that is accessible, smart, sometimes unexpected, and always helpful. Our team members embody and uphold Business Insider’s three core values: we are all one team, we are effective, and we strive to get better every day.

The Role & Team:

The Client Success team is responsible for ensuring a strategic and successful partnership with clients across our full digital product suite including branded content, display media, video, social, and other media/content tactics. The Client Success team works collaboratively to fulfill booked revenue, drive incremental revenue and client renewals. We are an inclusive team that values creativity, accountability, and diversity of ideas and opinions.

The Client Success Manager will work directly with our clients and collaborate cross-functionally with our Sales, Marketing, Operations, and Finance teams to ensure our client partnerships are successful. The Client Success Manager will manage all aspects of their campaigns during the post-sale cycle, providing an end-to-end experience for our direct and programmatic advertising partners.

The Client Success Manager will be partnership-oriented, bringing great communication and listening skills to the role. This person will have strong problem-solving skills and an ability to deep-dive into data to understand trends. This person will be comfortable communicating the story behind campaign performance, making actionable recommendations to internal and external partners. They are a team player who is excited about working in an inclusive environment and getting better every day.

This role reports directly to the Associate Director of Client Success and sits on the Revenue Strategy team. This role will be New York/Remote.

Key Responsibilities:

• Provide white-glove client service on direct and programmatic digital advertising campaigns; act as the primary contact for post-sale execution and performance.
• Work closely with sales and media planning counterparts in an assigned pod, providing regular feedback and communication on clients/campaigns and surfacing incremental/upsell opportunities.
• Become an expert on all sold campaign elements, from creating kick-off call decks, to leading kick-off calls with internal and external stakeholders, to becoming the lead point of contact post-sale.
• Work closely with the ad operations, media planning and project management teams to monitor creative implementation, media execution, delivery and performance; ensure campaign KPIs are optimized and achieved throughout the campaign life cycle.
• Analyze campaign performance metrics, providing real-time optimization recommendations, and creating mid-campaign insights to encourage upsell opportunities.
• Work with the ad operations team to troubleshoot any creative issues that impact tracking or reporting to ensure limited discrepancies.
• Stay on top of pacing issues and any potential revenue movement within our OMS to ensure accurate revenue forecasting for the leadership team; escalate issues as necessary.
• Lead the entire wrap report process, including strategic and thoughtful campaign recaps, learnings, recommendations, and performance insights.

The Ideal Candidate Has:

• Experience in digital advertising, specifically experience with account management at a publisher or agency.
• Working knowledge and understanding of the programmatic advertising ecosystem.
• Working knowledge and understanding of data segmentation, nuances of cookie vs. cookieless targeting and data / content insights
• Experience being managed remotely and working with remote teams.
• Experience managing external partners and/or clients.
• Strong technical skills and experience with ad technology platforms, digital marketing platforms, social media platforms, and analytics tools (such as: Salesforce, Permutive, AdBook, Boostr, Operative, GAM, Google Analytics, Parse.ly, Pressboard, Facebook).
• Strong time management skills, attention to detail, organizational skills, multi-tasking abilities, presentation skills, written and verbal communication skills, problem-solving and negotiation skills.
• Thrives in a fast-paced, deadline-oriented environment; is flexible and adaptable; is a self-starter, collaborative and intrapreneurial.
• Proficient working knowledge of Microsoft Office Suite & Google Suite.

Salary & Benefits: 

• Base salary: $81,000 - $95,000 (dependent on skills, experience, and competencies)
• Bonus available in addition to base salary
• Unlimited PTO, 10 paid holidays, and 16 weeks of parental leave
• Comprehensive medical, dental, and vision insurance plans
• Matched and vested 401k plan
• Access to resources for financial planning guidance, family planning services, mental health reachout and Employee Assistance Programs (EAP)
• Additional benefits include commuter benefits, phone reimbursement, gym membership discounts, and more 

Business Insider is committed to providing equal employment opportunities and, when making employment  decisions, does not discriminate based on race, ethnicity, gender, gender identity or expression, sex, sexual orientation, age, nationality or national origin, religion, disability, familial status, and military or veteran status. We encourage members of traditionally underrepresented groups to apply.

Are you passionate about this opportunity, but worried that you don’t have 100% of the experience we’re looking for? We still want to hear from you! Apply online and let us know why you would make a great addition to the Insider community.

About Business Insider: 

Business Insider is a global journalism company that covers the world of  business, tech, innovation, and beyond. With headquarters in New York and offices in San Francisco, Los Angeles, London, Belfast, and Singapore, we reach an audience of more than 375 million with storytelling that’s fascinating, unexpected, and always helpful.

As a company, we strive to be inspiring and effective, we value Diversity, Equity, Inclusion, and Belonging. Our company motto is “get better every day,” which means we value all people. Diversity reflects the different life experiences, identities, and perspectives that make each of us unique. For more information on our DEI mission click here.

Business Insider supports a distributed workforce that allows for varied work locations. Many roles are eligible for 100% remote or hybrid remote/office work unless otherwise noted.