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Customer Success Manager

Basis Global Technologies, Inc.

Job Overview

Location

United States

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Success Manager at Basis Global Technologies, Inc., you will be at the forefront of empowering agencies and brands with our cutting-edge, all-in-one digital media operations platform. Your primary mission will be to cultivate and expand client relationships, ensuring they maximize the value derived from Basis, thereby driving revenue growth and platform adoption. This role is pivotal in transforming how our clients manage their digital advertising efforts, from planning and execution to reporting and financial reconciliation across direct, programmatic, search, and social media channels.
• You will act as a trusted advisor and strategic partner to a portfolio of clients, deeply understanding their unique business objectives, challenges, and opportunities. By proactively engaging with clients, you will identify areas where the Basis platform can deliver enhanced performance, efficiency, and ROI. This involves conducting regular business reviews, analyzing client usage patterns, and providing tailored recommendations for optimization and expansion.
• A significant aspect of your role will involve driving adoption and proficiency with the Basis platform. This includes developing and delivering comprehensive training sessions, workshops, and resources tailored to different user roles and skill levels within client organizations. You will guide clients through the intricacies of the platform, from basic functionalities to advanced strategies, ensuring they are equipped to leverage its full potential.
• You will collaborate closely with the Sales team to identify and pursue upsell and cross-sell opportunities within your existing client base. By demonstrating a clear understanding of client needs and aligning them with Basis's evolving capabilities, you will contribute directly to revenue expansion and the overall growth of the company. This partnership requires strong communication and a shared commitment to client success.
• Your responsibilities will extend to developing and implementing strategic account plans for each client. These plans will outline key objectives, growth strategies, risk mitigation tactics, and success metrics. You will continuously monitor progress against these plans, adapting strategies as needed to ensure sustained client satisfaction and loyalty.
• You will be instrumental in gathering client feedback and insights, serving as a crucial link between our clients and our Product and Engineering teams. Your input will directly influence the future development of the Basis platform, helping us to innovate and stay ahead of industry trends. By championing client needs internally, you contribute to a product roadmap that is deeply aligned with market demands.
• You will manage the renewal process for your client accounts, ensuring a seamless experience and proactively addressing any concerns that might impact retention. Your goal is to foster long-term partnerships built on trust, performance, and exceptional service, aiming for high retention rates and client advocacy.
• This role demands a proactive approach to problem-solving. You will anticipate potential issues, troubleshoot challenges, and work collaboratively with internal support teams to ensure timely and effective resolution of client inquiries and technical difficulties.
• You will stay abreast of the latest trends and best practices in digital advertising, programmatic media, and marketing technology. This knowledge will enable you to provide strategic guidance to clients and position Basis as a thought leader in the industry.
• By embodying Basis's ‘raving fan’ service philosophy, you will go above and beyond to ensure our clients achieve their desired outcomes, transforming them into enthusiastic advocates for the Basis platform and our company.
• You will be responsible for defining and negotiating packages and pricing structures that align with client needs and maximize value for both parties, working in tandem with sales and account management.
• Owning the day-to-day relationship and strategic direction for your assigned accounts, you will become an indispensable part of your clients’ digital strategy, fostering deep integration and reliance on the Basis platform.

🎯 Requirements

• Proven experience in a Customer Success, Account Management, or similar client-facing role within the SaaS or digital advertising technology industry.
• Strong understanding of digital media buying, programmatic advertising, and the broader ad tech ecosystem.
• Excellent communication, presentation, and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels.
• Demonstrated ability to manage a portfolio of accounts, drive adoption, identify growth opportunities, and achieve retention targets.
• Bachelor's degree in Marketing, Business, Communications, or a related field, or equivalent practical experience.

🏖️ Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off (PTO) and company holidays.
• Opportunities for professional development, training, and career advancement within a growing company.
• Flexible work arrangements, including remote, hybrid, or on-site options.

Skills & Technologies

Remote

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Basis Global Technologies, Inc.

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About Basis Global Technologies, Inc.

Basis Global Technologies provides cloud-based advertising automation software for agencies and brands. Its platform unifies programmatic, direct, search, and social buying across desktop, mobile, and connected TV. Features include workflow management, cross-channel planning, inventory access, analytics, and AI optimization. Founded in 2001 and headquartered in Chicago, the company serves over 1,200 customers globally.

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