Client Success Manager
At a glance
Mid-level Customer Success role at Madhive. New York · full-time · $76,000–$95,000 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- Own retention and expansion across your assigned clients, focusing on revenue and satisfaction
- Guide customers from initial onboarding through renewal while increasing product use and account health
- Review campaign results, resolve client escalations, and recommend optimizations against delivery metrics and KPIs
- Study customer performance, vertical trends, and projections to shape actionable support
- Plan and lead Executive Business Reviews for your client accounts
What you bring
- At least four years in a comparable client services position
- A bachelor’s degree in marketing, advertising, business, or statistics is preferred
- Strong Excel ability and the judgment to turn data into specific actions or clear narratives
- Experience operating, troubleshooting, and improving media campaigns across DSPs, social platforms, or SEM bid managers
Who this fits
You’ll suit a client-facing manager role that combines retention, account growth, campaign performance, and executive communication. You’ll work with internal and external stakeholders, coordinate across departments, and manage varied client books. The position is based in New York City with a hybrid arrangement.
From the employer
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.
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
Drive existing customer net revenue retention and increased adoption and improve customer health
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
Monitor campaign performance and enable optimizations to meet metrics for delivery and KPIs
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
Prepare for and lead Executive Business Reviews
Who you are:
Bachelor’s Degree in Marketing, Advertising, Business or Stats preferred
4+ years of experience in a similar Client Services role
Strong communication skills, working with key stakeholders internally and externally
Data-savvy with strong excel skills, comfortable converting data into actionable items for specific tasks or broader narratives to tell a story
Experience working cross functionally with other departments
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
Takes an innovative approach to problem solving
The approximate compensation range for this position is $76,000-$95,000 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.
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