Client Success Manager

Madhive is the leading independent and fully customizable operating system built to help local media professionals build profitable, differentiated, and efficient businesses. Madhive empowers sales teams to extend their reach into streaming and connects local advertisers with the communities they serve. Madhive’s platform provides the unique ability to reach local audiences at national scale, with premium supply partnerships and end-to-end tools for planning, targeting, and measuring full-funnel campaign outcomes. Powering campaigns for over 30,000 small and medium businesses per day, Madhive is driving the evolution of local media.

Madhive is currently seeking a Client Success Manager to join its growing team based out of NYC. This is an incredibly exciting time to join the Client Success Team at Madhive. We’re partnering with our Media, Agency, and Brand direct clients to create and scale the best in class, TV-first solutions in the market. The Client Success team is directly responsible for the company’s retention revenue and growth goals.

The ideal candidate is fluent in the current ad-tech ecosystem, understands the opportunity before us to transform it, and can balance delivering short and mid-term client goals while staying the course to own or transform parts of the market longer term.

This is a hybrid role, working 2-3 days a week at Madhive HQ in the Financial District of New York City.

Responsibilities (What you’ll do):

Truly own and drive retention and growth for your book of business

Serve as a trusted partner for customers by understanding their business challenges and connecting product solutions to their needs

Own the customer journey from onboarding to renewal, including closing revenue

Work cross functionally to advocate for a customer first mindset across all business decisions

Maintain varying sized clients and books of business focused on growing and retaining clients to drive revenue and ensure customer satisfaction

Serve as the escalation point for assigned clients to resolve questions over email/phone, in status calls, and at on-site office hours as necessary

Support AdOps by monitoring campaign metrics for delivery and KPIs; provide detailed summary of campaign optimizations to all internal teams.

Continual education on capabilities and reporting on deeper applications of products, operations, processes, and self-service offerings

Ensuring that you are driving value by analyzing customer performance, industry & vertical trends, and projections in order to best support your client.

Train and onboard new clients

Drive existing customer net revenue retention and increased adoption and improve customer health

Prepare for and lead Executive Business Reviews

Mentorship and development of team members

Qualifications (Who you are):

Bachelor’s Degree in Marketing, Advertising, Business or Stats preferred

4+ years of experience in a similar Client Services role

Data-savvy with strong excel skills

Experience hiring, mentoring, and delegating responsibilities to junior team members

Comfortable converting data into actionable items for specific tasks or broader narratives to tell a story

Strong communication skills

Ability to project manage, prioritize and articulate issues to management when they arise

Experience managing, troubleshooting and optimizing platform-based media campaigns in DSPs, Social Platforms or SEM Bid Managers

Ad Operation Experience preferred

The approximate compensation range for this position is $80,000-$100,000. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, as well as internal equity among our team.

We are Madhive

Madhive is a dynamic, diverse, innovative, and friendly place to work. We embrace our differences and believe they fuel our creativity. We come from varied backgrounds and think that’s important. Whether it’s taking ideas from previous lives and applying them in different ways or creating something completely new, we are all trail-blazing team players who think big and want to make an impact.

We are committed to cultivating a culture of inclusion and collaboration. We welcome diversity in education, culture, opinions, race, ethnicity, gender identity, veteran status, religion, disability, sexual orientation, and beliefs.

Please be advised that we will NOT be using third-party recruiting agencies for this search.