Client Success Manager

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 get better every day.

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 position is based in our New York City HQ with an in-office presence of at least 2 days per week. 

• →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 and provide optimization recommendations, while identifying opportunities to support client retention and growth.
• →Work with the ad operations team to troubleshoot any creative issues that impact tracking or reporting to ensure limited discrepancies.
• →Monitor campaign pacing and delivery trends, proactively identifying and communicating potential risks or opportunities to internal stakeholders.
• →Support the development and delivery of campaigns recap reports, including key performance insights, learnings and recommendations. 

• 3+ years of experience in client success, account management, digital advertising, media planning, campaign management, or a related field.
• Experience working at a digital publisher, agency, media company, ad tech company, or related organization preferred.
• Foundational understanding of the programmatic advertising ecosystem.
• Familiarity with audience segmentation, targeting strategies, and digital campaign measurement.
• Experience managing client relationships and serving as a trusted day-to-day point of contact.
• Experience collaborating with cross-functional teams in a fast-paced environment.
• Familiarity with advertising and analytics platforms such as Salesforce, GAM, Google Analytics, Permutive, Operative, Boostr, Parse.ly, Pressboard, Meta/Facebook, or similar tools.
• Strong communication, presentation, organizational, and problem-solving skills.
• Detail-oriented with the ability to manage multiple campaigns and priorities simultaneously.
• Self-motivated, collaborative, and eager to learn and grow within a dynamic media organization.